Effective Date: September 2026

Governing Framework: German Civil Code (BGB), EU Consumer Rights Directive (2011/83/EU), German Commercial Code (HGB), and statutory warranty obligations under German product liability law

This Return, Refund and Exchange Policy forms an integral part of Amkovoy’s general contractual terms, applicable to all Workspace hardware devices, supporting equipment, licensed software solutions, deployment services and tangible product deliveries provided by Amkovoy (Vlattenstraße 8, 40223 Düsseldorf, Germany). It standardizes the official rules for eligibility, procedures, time limits, liability allocation, refunds and product replacement for both B2B commercial customers and end consumers, superseding all informal prior arrangements.

1. General Principles & Core Definitions

1.1 Amkovoy implements a legally compliant, standardized return and exchange mechanism based on EU and German statutory requirements, adhering to the principles of legitimate grounds, procedural standardization, non-abuse of rights, and fault-based liability allocation.

1.2 Product Return: The process of returning delivered goods and applying for financial settlement or service termination;

1.3 Product Exchange: Replacement of defective, faulty, non-compliant or mismatched products with identical or equivalent standard goods;

1.4 Refund: Partial or full financial reimbursement processed in accordance with policy, contract terms or statutory consumer rights.

1.5 This policy applies to all physical hardware products and bundled physical accessories of Amkovoy Workspace solutions; pure digital SaaS services follow separate service termination and credit rules specified in the Terms of Service.

2. Statutory Return Eligibility & Exclusion Scenarios

2.1 Eligible Return & Exchange Scenarios

  • Products with genuine manufacturing defects, functional failures, or non-compliance with official product specifications confirmed by Amkovoy technical verification;
  • Goods damaged during official transportation, with valid carrier damage records or signed delivery exception documents;
  • Incorrect product model, version or quantity delivered due to official order fulfillment errors by Amkovoy;
  • Goods that fail to meet publicly disclosed technical standards, safety certifications or functional descriptions;
  • Consumer statutory right of withdrawal within the cooling-off period in compliance with EU consumer directives and German BGB.

2.2 Non-Returnable & Non-Exchangeable Scenarios

  • Damage, failure or abnormality caused by unauthorized disassembly, modification, overclocking, improper installation, or use inconsistent with official user manuals;
  • Damage caused by external force, artificial collision, liquid intrusion, improper storage or unauthorized repair attempts;
  • Normal wear and tear, minor appearance traces formed by daily use, and performance attenuation within industry standard tolerance range;
  • Custom-tailored, personalized configured or project-specific customized Workspace hardware that cannot be resold or reused;
  • Products beyond the valid warranty period and statutory claim period;
  • Goods returned without official case confirmation and RMA authorization from Amkovoy support team;
  • Batch goods for commercial project deployment that have been fully installed, commissioned and formally accepted by the client.

3. Cooling-Off Period & Withdrawal Rights (Consumer Users)

3.1 For natural person end consumers purchasing offline or via official website channels, the statutory 14-day cooling-off period applies in accordance with EU consumer law. Users may withdraw from the purchase contract without stating any reason within 14 calendar days from the day of goods receipt.

3.2 To exercise the right of withdrawal, users must submit a clear written withdrawal notice via official support email and return the goods in original condition with complete packaging, accessories, invoices and supporting documents.

3.3 Partial usage damage, missing original packaging, lost accessories or incomplete documents that affect secondary sales will result inreasonable depreciation deduction in accordance with German consumer law standards.

3.4 B2B corporate clients purchasing for commercial operation purposes are excluded from the unconditional cooling-off return rule; all returns must be based on quality defects or supplier liability grounds.

4. Official RMA Return Procedure

4.1 Case Application: The user shall submit a return/exchange application via support@amkovoy.com, providing order number, product SN information, problem description, photos and delivery records.

4.2 Official Verification: Amkovoy technical and after-sales team will complete review and issue an official RMA (Return Merchandise Authorization) confirmation within 3–5 working days.

4.3 Return Shipment: The user shall send back the goods in accordance with the designated return address and packaging requirements; unauthorized return shipments will be rejected.

4.4 Inspection & Confirmation: After receiving the returned goods, Amkovoy will conduct functional testing and appearance inspection to confirm whether the return conditions are met.

4.5 Subsequent Processing: Complete product exchange, replacement, repair or refund settlement after inspection approval.

5. Shipping & Cost Allocation for Returns

5.1 Amkovoy Liable Scenarios: If the return or exchange is caused by product quality defects, official delivery errors, or transportation damage within the company’s controllable scope, all return freight, re-delivery freight, insurance costs and related handling fees shall be borne by Amkovoy.

5.2 User Liable Scenarios: For unconditional returns within consumer cooling-off period, or returns caused by user personal reasons, the return logistics cost and related incidental expenses shall be borne by the user.

5.3 All return shipments must use official standard logistics channels designated by Amkovoy. Any self-designated logistics resulting in loss, delay or damage shall be solely borne by the user.

6. Refund Rules & Settlement Cycle

6.1 After the returned product passes inspection and meets the refund conditions, Amkovoy shall initiate the refund procedure within 10 working days.

6.2 The refund method shall be consistent with the original payment channel. Refund settlement is subject to the processing cycle of the official payment institution, and any bank system delay is not within Amkovoy’s liability scope.

6.3 For partial returns of batch orders, the unit price settlement shall be based on the original order proportional price, without affecting the validity of other product items in the order.

6.4 In case of non-quality returns with damaged packaging or missing accessories, Amkovoy reserves the right to deduct reasonable depreciation costs in line with German commercial customary standards before refund settlement.

7. Product Exchange & Replacement Terms

7.1 For confirmed defective products within the warranty period, Amkovoy provides free official product exchange or equivalent performance replacement services.

7.2 If the original product model is discontinued or out of stock, Amkovoy reserves the right to replace it with a newer version or equivalent specification product with no less performance and value.

7.3 The replacement product will inherit the remaining warranty period of the original product; no separate new full warranty cycle will be generated unless officially announced in writing.

8. Warranty Connection & Legal Limitation of Liability

8.1 This return and exchange policy is closely linked to the official warranty terms. After-sales remedies for defective products follow the priority order ofrepair first, replacement second, and refund finally, complying with BGB statutory warranty hierarchy.

8.2 Amkovoy shall only be liable for direct losses arising from non-compliant products or official service faults, and shall not be liable for indirect losses, profit loss, business interruption loss or third-party claims unless mandatory law stipulates otherwise.

9. Policy Update & Interpretation

9.1 Amkovoy reserves the right to adjust this policy in response to updates of German commercial law, EU consumer regulations and business iteration. The latest version shall be published on the official website amkovoy.com.

9.2 If any clause conflicts with mandatory local laws and regulations, the legal mandatory provisions shall prevail, and the validity of the remaining clauses shall remain unaffected.

9.3 All disputes arising from return, exchange and refund matters shall be subject to the jurisdiction of Düsseldorf competent courts under German law.