Refund and Returns Policy

At Haqware, we want you to be satisfied with your purchase. This Return & Refund Policy explains when products can be returned, how refunds are processed, and what conditions apply to security hardware and other Haqware products.

1. Return Eligibility

We accept returns within 7 days of delivery provided that:

• The product is unused and has not been deployed or connected to a system or network.
• The product is unopened and in its original packaging.
• All accessories, manuals, cables, and other included items are returned.
• The product is in its original condition and shows no signs of use, modification, damage, or tampering.
• Proof of purchase or a valid Haqware order number is provided.

Products that do not meet these conditions may be refused or may be subject to a reduced refund.

2. Non-Returnable Products

Due to the nature of our security hardware and the potential for products to contain configuration, usage, or security-sensitive information, we generally cannot accept returns for products that have been:

• Opened or unsealed.
• Connected to a computer, network, device, or other system.
• Configured, modified, flashed, or otherwise altered.
• Deployed or used for security testing.
• Damaged through misuse, negligence, improper installation, or unauthorized modification.

This restriction does not limit your rights where the product is defective, damaged upon arrival, or otherwise covered by applicable consumer protection laws.

3. Damaged or Defective Products

If your product arrives damaged or appears to have a manufacturing defect, please contact Haqware support as soon as possible.

We may request:

• Your order number.
• Photographs or video showing the issue.
• A description of the problem.
• Other information reasonably necessary to diagnose the issue.

If the issue is determined to be covered by our warranty, Haqware may, at its discretion and subject to applicable law, repair, replace, or refund the affected product.

4. Return Merchandise Authorization (RMA)

All approved returns require a Return Merchandise Authorization (RMA) before the product is shipped back to Haqware.

To request an RMA, contact our support team with your order details and the reason for the return.

Once approved, you will receive instructions for returning the product.

Do not ship a product to Haqware without an RMA. Unauthorized returns may be rejected or returned to the sender.

The RMA number must be clearly included as instructed by our support team.

5. Refunds

Once a returned product is received and inspected, we will notify you whether the return has been approved.

If approved, the refund will generally be issued to the original payment method.

Depending on your payment provider or financial institution, it may take additional time for the refunded amount to appear in your account.

Haqware is not responsible for delays caused by banks, card issuers, payment processors, or other financial institutions.

6. Return Shipping Costs

Unless the return is due to a product being defective, damaged upon arrival, or incorrectly supplied by Haqware, the customer is generally responsible for return shipping costs.

Where Haqware determines that a product is defective or was incorrectly supplied, Haqware may provide return-shipping instructions or cover reasonable return shipping costs, subject to verification.

Original shipping charges may be non-refundable unless required by applicable law.

7. Exchanges

Where appropriate, Haqware may offer a replacement or exchange instead of a refund.

Replacement availability is subject to stock availability. If the requested product is unavailable, Haqware may provide an alternative resolution, including a refund where applicable.

8. Warranty Claims

Haqware products are covered by the applicable warranty stated on the product page or in our Warranty & Returns terms.

The warranty generally covers manufacturing defects arising during normal and intended use.

The warranty does not generally cover damage resulting from:

• Accidental damage.
• Misuse or abuse.
• Unauthorized modifications.
• Improper installation or operation.
• Physical damage.
• Use outside the product’s intended purpose.
• Damage caused by unauthorized repairs or alterations.

Nothing in this policy excludes or limits rights that cannot legally be excluded under applicable law.

9. International Orders

Customers outside India may be responsible for return shipping, customs procedures, import duties, taxes, and other applicable charges associated with returning a product.

Haqware will not misrepresent the value, description, or nature of returned goods on customs documentation.

Refunds for international orders may be affected by currency conversion and payment-provider fees. Any amount ultimately received may therefore differ from the original transaction amount where exchange-rate fluctuations or non-refundable payment charges apply, subject to applicable law.

10. Refund Exceptions

A refund may be refused or adjusted where a returned product:

• Does not meet the return conditions.
• Is missing components or accessories.
• Has been used, deployed, modified, or damaged.
• Shows signs of tampering or unauthorized repair.
• Is returned without the required RMA.
• Cannot be reasonably verified as a Haqware product or as belonging to the relevant order.

Where permitted by law, Haqware may deduct reasonable costs associated with damage, missing components, or diminished value caused by handling beyond what is necessary to inspect the product.

11. How to Request a Return

To request a return, refund, replacement, or warranty service, contact Haqware support with:

1. Your full name.
2. Order number.
3. Product name.
4. Date of purchase.
5. Reason for the request.
6. Photographs or other evidence where relevant.

Our support team will review the request and provide further instructions.

Contact

For return, refund, replacement, or warranty assistance, please contact Haqware Support through our official contact channel.