Refund policy
OVERVIEW
This Return & Refund Policy applies to products and services supplied through HDX International, a business brand operated by Digital Bridge Co., Ltd.
Our products are professional inspection, forensic, security, technical surveillance countermeasures, emergency response and related equipment. Many products are supplied based on quotation, configuration, availability, project requirements, export review, technical evaluation or written order confirmation.
Returns, refunds or exchanges are not automatically accepted and must be reviewed and approved by us in writing before any product is returned.
RETURN AUTHORIZATION
Before returning any product, you must contact us at sales@hdxinternational.com and obtain written return authorization.
Please do not send any product to HDX International, Digital Bridge Co., Ltd., the manufacturer, supplier, distributor or any other address without our written return instructions.
Any product returned without prior written authorization may be refused, delayed or returned to the sender at the sender’s cost.
RETURN ELIGIBILITY
A return may be considered only if the product is approved by us in writing and, unless otherwise agreed, meets all of the following conditions:
- The product is unused, undamaged and in its original condition;
- The product is returned in its original packaging;
- All accessories, cables, manuals, software media, security dongles, licenses, labels and documentation are included;
- The product has not been installed, modified, configured, activated, disassembled, damaged or used in the field;
- The return does not violate any export control, import control, customs, supplier authorization or regulatory requirement.
Approval of a return request does not guarantee a refund. Returned products must be received and inspected before any refund, replacement, credit or other remedy is confirmed.
NON-RETURNABLE ITEMS
Unless otherwise agreed in writing, the following items are not eligible for return or refund:
- Customized, configured, modified or special-order products;
- Products sourced or manufactured specifically for a customer or project;
- Software, software licenses, activation keys, databases, downloadable products, digital content or opened software packages;
- Security dongles, encrypted licenses or activated software-related accessories;
- Consumables, disposable products, items with shelf life, sealed goods once opened, or products that cannot be resold for safety, compliance or hygiene reasons;
- Training, technical services, installation, inspection, certification, documentation, customization or consulting services;
- Products damaged by misuse, improper operation, unauthorized repair, modification, accident, abnormal environment, improper storage or failure to follow instructions;
- Products subject to export control, restricted sales, end-user restrictions or other compliance limitations where return shipment is not permitted or not practical;
- Clearance items, demo units, used equipment or items sold “as is”, unless otherwise agreed in writing.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If a product arrives visibly damaged, defective, incomplete or different from the confirmed order, please contact us promptly at sales@hdxinternational.com with the order information, description of the issue, photos, videos and any relevant shipping documents.
We will review the case and advise the appropriate next steps. Depending on the product, issue and warranty terms, the remedy may include technical support, replacement parts, repair, replacement, return authorization, credit or refund.
Shipping damage may require inspection by the carrier or freight forwarder. Please keep the original packaging and shipping documents until the issue is resolved.
REFUNDS
If a return and refund are approved, the refund will be processed after the returned product is received, inspected and confirmed to meet the approved return conditions.
Refunds may be issued to the original payment method, by bank transfer, or as account credit, depending on the original transaction and written agreement between the parties.
Unless otherwise agreed in writing, shipping charges, insurance, customs duties, import taxes, bank charges, payment processing fees, documentation fees and other third-party costs are non-refundable.
If a refund is approved for a product that is not returned in acceptable condition, we reserve the right to reduce or reject the refund based on the condition of the returned product, missing parts, damage, use, activation or other costs incurred.
EXCHANGES AND REPLACEMENTS
Exchanges or replacements may be considered for confirmed defective, damaged or incorrect items, subject to product availability, warranty terms, inspection results and our written approval.
We do not guarantee immediate replacement availability. Replacement lead times may vary depending on inventory status, production schedule, configuration requirements, supplier availability, export review and logistics conditions.
RETURN SHIPPING
Unless the return is caused by our confirmed error or an approved warranty issue, the customer is responsible for return shipping costs, insurance, customs clearance, duties, taxes and any related charges.
Returned products should be shipped using a trackable and insured shipping method. The customer is responsible for loss or damage during return shipment unless otherwise agreed in writing.
Return shipping instructions, destination and required documents will be provided after return authorization is approved.
ORDER CANCELLATION
Order cancellation requests must be submitted in writing and are subject to our approval.
For customized products, configured systems, special-order items, software, services, training, or products already in procurement, production, testing, export review or shipment preparation, cancellation may not be accepted or may be subject to costs already incurred.
MANDATORY LEGAL RIGHTS
Nothing in this policy is intended to limit any rights that cannot be excluded under applicable mandatory law.
CONTACT US
For questions about returns, refunds, exchanges or order issues, please contact us at:
Trade Name: HDX International
Operated by: Digital Bridge Co., Ltd.
Email: sales@hdxinternational.com
Website: https://hdxinternational.com