Cognivio

Refund and returns policy

Effective 18 September 2026. Part of the terms of sale.

Evaluate before you order

Every project starts with a demo and, where it matters, a pilot with an evaluation appliance in your facility. We would rather show that the system works on your network than take it back afterwards.

Appliances

  • Dead on arrival or transport damage: report within 10 business days of delivery. We ship a replacement and arrange collection of the defective unit at our cost.
  • Defects under warranty: repaired or replaced under the 24-month hardware warranty in the terms of sale. Where a support agreement includes advance replacement, the replacement ships first.
  • Does not do what the order says: if, after commissioning, an appliance cannot meet the function or capacity stated in the order and we cannot fix it within 30 days of your report, you may return it for a full refund of its price.
  • Change of mind: appliances are configured for a specific project and cannot be returned for a refund once shipped, except as stated above or required by law.

Project services

Services are invoiced on milestones. A milestone that has not been reached is not invoiced; work paid for but not yet performed is refunded if the project is cancelled by either party. Work that has been performed and accepted is not refunded. If work does not meet the agreed scope, we re-perform it at no charge.

Support and maintenance

A support agreement may be cancelled with 60 days’ notice before the end of its annual term; the current term is not refunded. If we fail to meet the reaction times stated in the agreement in a way that materially affects your operation, you may terminate the agreement and receive a pro-rata refund of the remaining term.

How to make a claim

Email office@cognivio.net with your order number, the serial number of the appliance where relevant, and a description of the problem. We confirm receipt within one business day and decide within ten business days. Refunds are paid by the same method as the original payment, within 14 days of the decision. Returned appliances must be shipped in their original or equivalent packaging; we provide the return instructions and, for warranty cases, pay the shipping.

Statutory rights

Nothing in this policy limits rights that you have under mandatory law.