Return and Refund Policy

Return and Refund Overview

Last Updated: January 1, 2025

Thank you for choosing B2B Enterprises for your business technology needs. We stand behind the quality of our POS systems, hardware products, and software solutions. This Return and Refund Policy outlines the conditions and procedures for returns, exchanges, and refunds to ensure your complete satisfaction with our products and services.

As a business-focused provider since 2018, we understand that technology investments are critical to your operations. Our return policy is designed to provide reasonable protection while ensuring the integrity of our products and the sustainability of our business model.

This policy applies to all products and services purchased from B2B Enterprises, including items ordered through our website, direct sales, and our e-commerce platform posmarket.in.

Definitions and Scope

Key Definitions

For the purposes of this Return and Refund Policy:

• "Company" refers to B2B Enterprises, located at KMK Junction, Aquarius Edificio Building, Republic Road, North Paravur, Kochi, Kerala 683513, India
• "Products" refers to hardware items, software solutions, and services offered for sale
• "Customer" means the business entity or individual purchasing products for business use
• "Return" means sending back products to us for replacement, exchange, or refund
• "Refund" means reimbursement of payment for returned products
• "Defective" means products that do not function as specified or have manufacturing defects
• "Business Days" means Monday through Friday, excluding public holidays

Policy Scope

This policy covers returns and refunds for:

• Hardware Products: POS systems, scanners, printers, cash registers, and accessories
• Software Solutions: SimplePOS software, licensed software, and digital products
• Custom Solutions: Configured systems and custom software development
• Professional Services: Installation, training, and consultation services
• Consumables: Labels, ribbons, and other consumable products

Order Cancellation Rights

Standard Products

For standard, off-the-shelf products, you have the right to cancel orders:

• Cancellation Period: Within 48 hours of order placement for standard products
• Valid Reason Required: Clear business reason for cancellation must be provided
• Stock Items: Immediate cancellation possible for in-stock standard items
• No Fees: No cancellation fees for orders cancelled within the specified period
• Full Refund: Complete refund of payment if no processing has begun

Custom and Configured Products

For custom or pre-configured products, cancellation terms differ:

• Limited Cancellation: 24 hours from order confirmation for custom items
• Processing Fees: Charges may apply if customization work has begun
• Material Costs: Customer liable for specific materials already procured
• Development Work: Software development work completed is non-refundable
• Case-by-Case Basis: Each custom order cancellation evaluated individually

Cancellation Process

To cancel an order, you must contact us through:

• Email: sales@b2benterprises.com with order details
• Phone: +91 9745160046 during business hours
• Written Request: Formal cancellation request with order number and reason
• Confirmation: Wait for written confirmation of cancellation acceptance
• Refund Timeline: Refunds processed within 7-10 business days of confirmed cancellation

Return Eligibility and Conditions

General Return Conditions

For products to be eligible for return, they must meet the following criteria:

• Time Limit: Returns initiated within 7 days of delivery for hardware products
• Original Condition: Products must be in original, unused condition
• Original Packaging: Complete original packaging, manuals, and accessories included
• No Damage: Products free from physical damage, scratches, or modifications
• Proof of Purchase: Original invoice, receipt, or purchase order required
• Return Authorization: RMA (Return Merchandise Authorization) number obtained from us

Hardware Product Returns

Specific conditions for hardware product returns:

• Unopened Packages: Sealed products in manufacturer packaging preferred
• Testing Period: 48-hour testing window for products opened for evaluation
• Configuration Reset: Any customized settings must be reset to factory defaults
• Serial Numbers: Original serial numbers intact and unaltered
• Warranty Seals: Manufacturer warranty seals must be intact
• Accessories Complete: All cables, power supplies, and accessories included

Software Product Returns

Software returns have specific requirements:

• License Deactivation: Software licenses must be deactivated before return
• Unused Licenses: Only unused or minimally tested software eligible for return
• Custom Software: Custom development work is generally non-returnable
• Digital Products: Downloaded software may have limited return options
• Integration Work: Installed and integrated software may not be returnable

Damaged or Defective Products

Special provisions for damaged or defective items:

• Immediate Reporting: Damage or defects must be reported within 24 hours of delivery
• Photographic Evidence: Photos of damage required for processing claims
• Carrier Claims: Shipping damage may require carrier insurance claims
• Manufacturing Defects: Factory defects covered under manufacturer warranty
• DOA (Dead on Arrival): Non-functional products eligible for immediate replacement
• Priority Processing: Expedited handling for defective product returns

Non-Returnable Items

Products That Cannot Be Returned

The following items are not eligible for return under normal circumstances:

• Custom Configured Systems: Hardware specifically configured to customer requirements
• Personalized Software: Software customized or personalized for specific business needs
• Consumable Products: Labels, ribbons, paper rolls, and other consumable items
• Hygiene Sensitive Items: Products that cannot be resold for health or hygiene reasons
• Integrated Solutions: Products installed and integrated into customer systems
• Promotional Items: Free gifts, promotional products, or heavily discounted items
• End-of-Life Products: Discontinued products or items approaching expiry

Software Exclusions

Specific software products that cannot be returned:

• Custom Development: Bespoke software developed to customer specifications
• Activated Licenses: Software licenses that have been activated and used
• Integrated Systems: Software integrated with customer databases or systems
• Training Completed: Software for which training has been provided and completed
• Data Migration: Systems where customer data has been migrated or imported

Service Exclusions

Services that cannot be returned or refunded:

• Completed Installations: Professional installation services that have been completed
• Training Services: Training sessions that have been conducted
• Consultation Work: Consultation and advisory services provided
• Custom Development: Software development work that has been delivered
• Support Services: Technical support services that have been utilized

Return Process and Procedures

Initiating a Return

To start the return process, follow these steps:

• Contact Support: Call or email our customer service team with return request
• Provide Details: Order number, product details, and reason for return
• Return Authorization: Obtain RMA number before shipping any products
• Return Instructions: Receive specific instructions for packaging and shipping
• Documentation: Complete return form and include required documentation

Return Shipping

Return shipping requirements and responsibilities:

• Customer Responsibility: Customer bears cost and risk of return shipping unless product is defective
• Secure Packaging: Products must be packaged securely to prevent damage during return transit
• Tracking Required: Use trackable shipping service for valuable returns
• Insurance Recommended: Consider insurance for high-value product returns
• Return Address: Ship to address provided with RMA authorization only

Return Address

Send returns to the following address with RMA number clearly marked:

Return Processing

Once we receive your return:

• Inspection Period: 3-5 business days for return inspection and evaluation
• Condition Assessment: Verification that return meets eligibility criteria
• Testing (if applicable): Functional testing of returned hardware products
• Decision Notification: Communication of acceptance or rejection within 5 business days
• Refund Processing: Approved refunds processed within 7-10 business days

Refund Procedures and Timelines

Refund Methods

Refunds are processed using the original payment method:

• Original Payment Method: Refunds issued to the same payment method used for purchase
• Bank Transfers: For bank transfer payments, refund to same account
• Credit Card Refunds: 5-10 business days for credit card refund processing
• Cash Payments: Cash refunds available at our office location
• Check Payments: Refund check issued within 10 business days

Refund Calculations

Refund amounts are calculated based on several factors:

• Product Cost: Full product price for items in returnable condition
• Shipping Deduction: Original shipping charges are non-refundable
• Return Shipping: Customer bears return shipping costs unless product is defective
• Restocking Fee: 15% restocking fee may apply for certain product categories
• Processing Charges: Custom configuration or setup fees may be deducted
• Currency Fluctuation: International orders subject to exchange rate at time of refund

Refund Timeline

Standard refund processing schedule:

• Return Receipt: Acknowledgment within 24 hours of receiving returned items
• Inspection Period: 3-5 business days for product evaluation
• Approval Notification: Decision communicated within 5 business days
• Refund Processing: 7-10 business days for approved refunds
• Total Timeline: Complete process typically takes 15-20 business days

Partial Refunds

Partial refunds may be issued in the following situations:

• Missing Components: Incomplete returns missing accessories or documentation
• Minor Damage: Products with minor cosmetic damage but functional
• Used Products: Items showing signs of use beyond acceptable testing period
• Late Returns: Returns initiated beyond standard return period
• Opened Software: Software products that have been opened or activated

Product Exchange Policy

Exchange Eligibility

Product exchanges are available under specific conditions:

• Defective Products: Exchange for identical or equivalent product for defective items
• Wrong Product: Exchange if we shipped incorrect product due to our error
• Upgrade Options: Exchange for higher-specification product with price difference payment
• Compatibility Issues: Exchange for compatible alternative if original product incompatible
• Size/Model Variations: Exchange for different size or model within same product line

Exchange Process

To process a product exchange:

• Exchange Request: Contact customer service to request product exchange
• Availability Check: Verify availability of desired exchange product
• Price Adjustment: Calculate any price difference for upgrade exchanges
• Return Original: Send original product following return procedures
• Ship Replacement: New product shipped upon receipt and approval of returned item

Exchange Limitations

Certain limitations apply to product exchanges:

• Stock Availability: Exchanges subject to availability of replacement products
• Price Differences: Customer responsible for additional costs in upgrade exchanges
• Shipping Costs: Customer may bear shipping costs for exchange products
• Time Limits: Same time limits apply as standard returns
• Custom Products: Limited exchange options for customized or configured products

Special Circumstances and Exceptions

Defective Product Returns

Enhanced terms for genuinely defective products:

• Extended Period: 30 days to report and return defective products
• Free Return Shipping: We cover return shipping costs for defective items
• Expedited Processing: Priority handling for defective product returns
• Advance Replacement: Replacement product may be shipped before return receipt
• Full Refund: Complete refund including original shipping charges

Bulk Order Returns

Special provisions for large quantity orders:

• Partial Returns: Ability to return portion of bulk orders
• Extended Timeline: Longer evaluation period for bulk orders
• Negotiated Terms: Custom return terms for very large orders
• Restocking Logistics: Special handling for large quantity returns
• Account Manager: Dedicated support for bulk order return processing

AMC Customer Benefits

Enhanced return privileges for Annual Maintenance Contract customers:

• Extended Return Period: 14 days return period for AMC customers
• Reduced Fees: Waived or reduced restocking fees
• Priority Processing: Expedited return and refund processing
• Advance Replacement: Replacement products before return completion
• Flexible Terms: Case-by-case consideration for special circumstances

Force Majeure Situations

Return policy modifications during extraordinary circumstances:

• Extended Deadlines: Return periods may be extended during emergencies
• Alternative Arrangements: Modified procedures during transportation disruptions
• Health and Safety: Additional precautions during health emergencies
• Communication: Regular updates during extraordinary circumstances
• Flexible Solutions: Creative solutions to maintain customer service

Gift Returns and Corporate Purchases

Gift Return Policy

Returns for products purchased as business gifts:

• Gift Receipts: Special gift receipts available upon request
• Return to Purchaser: Refunds issued to original purchaser unless otherwise arranged
• Gift Credits: Store credit options available for gift recipients
• Exchange Options: Exchanges preferred over refunds for gift items
• Documentation Required: Proof of gift receipt or purchase required

Corporate Purchase Returns

Special terms for corporate and institutional purchases:

• Procurement Compliance: Returns processed to comply with corporate procurement policies
• Multiple Approvals: Accommodation of corporate approval processes
• Detailed Documentation: Enhanced documentation for corporate accounting
• Account Management: Dedicated support for corporate return processing
• Contract Terms: Return terms may be modified by specific purchase agreements

Return and Refund Support

For return authorizations, refund inquiries, or questions about this policy, please contact our customer service team:

Return Authorization Required: All returns must have a valid RMA number before shipping. Returns without proper authorization may be refused or delayed. Our customer service team is here to help ensure a smooth return process and your complete satisfaction with our products and services.