1. Scope
This policy applies to products and services offered by Fixtra, including physical electronics, automation equipment, controllers, IoT devices, robotics components, sensors, motors, accessories, software licenses, SaaS subscriptions, AI services, APIs, cloud platforms, mobile applications, firmware and digital downloads.
2. Delivery of Physical Products
Physical products are delivered to the address provided by the buyer through cargo, courier or another agreed logistics method. Estimated delivery periods, shipping costs and any regional limitations are displayed during the order process or communicated in the relevant quote.
3. Delivery of Digital Products and Services
- Software licenses, SaaS subscriptions, APIs, AI services, mobile applications, firmware and digital downloads are delivered electronically.
- Delivery is completed when access credentials are provided, the account is activated, the license key is issued, the downloadable file is made available or the relevant digital service is enabled.
- For integration, installation, customization or consulting services, delivery and completion periods may be defined in the order form, quote or written agreement.
4. Right of Withdrawal and Return Requests
Consumers may exercise statutory withdrawal rights where applicable. Return requests must be submitted within the applicable legal period with order information and a clear reason for the request. Returned physical products must be complete, unused beyond normal inspection, undamaged and returned with accessories, manuals, invoices and packaging where reasonably possible.
5. Products and Services That May Not Be Returnable
- Digital content, software licenses, firmware, APIs, SaaS subscriptions or AI services that have been activated, downloaded, delivered or started with buyer approval.
- Products prepared, configured, customized or integrated specifically for the buyer.
- Consumables, sealed accessories or electronic components whose return is unsuitable for health, safety, data security or technical integrity after opening.
- B2B orders governed by a separate commercial agreement, unless otherwise agreed in writing.
6. Refunds
Approved refunds are processed through the original payment channel where possible. Bank, card issuer and payment provider processing periods may vary. Shipping, installation, activation, integration or service fees may be deducted if permitted by applicable law or the relevant agreement.
7. Defective, Damaged or Incorrect Products
If a product arrives damaged, defective or different from the order, the buyer should contact Fixtra promptly with photos, delivery records and order information. Fixtra may repair, replace, refund or provide another legally appropriate remedy depending on the product and circumstances.
8. Contact for Returns and Refunds
Return, cancellation and refund requests can be sent to [email protected] with the order number, customer information and supporting documents.