Return Policy

Last updated: 9 April 2026

This policy forms part of, and should be read together with, our Terms & Conditions.

1. Overview

1.1 This Returns Policy applies to goods sold by Server Site.

1.2 Server Site primarily supplies business and professional customers, including resellers, installers, IT service providers and end-user businesses.

1.3 Where the CPA, ECTA or any other law gives a customer rights that cannot lawfully be excluded, nothing in this policy limits those rights.

2. No change-of-mind returns

2.1 Because most of our goods are refurbished, used, configured, enterprise-grade or specially selected hardware, we do not accept returns because:

1. you changed your mind;
   b. you ordered the wrong item, model or specification;
   c. the product is not compatible with your environment;
   d. the product is not suitable for your intended software, licence, power, rack, network, storage or workload environment;
   e. you no longer need the item; or
   f. the item does not meet your subjective expectations, where the item supplied materially matches the description, specification and condition disclosed.

2.2 It is the customer’s responsibility to ensure before ordering that the hardware ordered is correct for the customer’s needs.

2.3 Any guidance or product discussion from a sales representative is given in good faith and on a best-effort basis, but the customer remains responsible for verifying suitability, compatibility and specification before purchase.

3. CPA / ECTA position

3.1 If the CPA applies to your purchase, you may have statutory rights that cannot lawfully be excluded.

3.2 Where section 44 of ECTA applies as a matter of law to an electronic transaction with a consumer, that statutory cooling-off right is preserved.

3.3 Where section 44 of ECTA applies, the direct cost of returning the goods may be for the customer’s account to the extent permitted by law.

3.4 Custom-configured goods, specially sourced goods and goods falling within any lawful statutory exclusion are excluded from any cooling-off right to the extent permitted by law.

4. Business / non-CPA customers

4.1 For customers not protected by the CPA or ECTA cooling-off rights, including most business customers and juristic persons above the applicable threshold, all sales are final except as expressly stated in this policy.

4.2 Returns for business / non-CPA customers will generally only be considered where:

1. the item was dead on arrival and reported within 7 days;
   b. the wrong item was supplied;
   c. there were visible shortages or transit damage reported within 48 hours; or
   d. Server Site agrees in writing, in its sole discretion, to accept a return.

4.3 Any return must first be authorised by Server Site in writing.

4.4 Return requests and return authorisations should be submitted to [email protected] or by calling 010 001 1116.

5. Incorrect supply, shortages and transit damage

5.1 If you received the wrong product, missing items or visible transit damage, you must notify us within 48 hours of delivery with:

1. your order or invoice number;
   b. photos of the product, packaging and damage, where applicable; and
   c. a clear description of the issue.

5.2 Late reporting may result in the return or claim being rejected.

6. DOA returns

6.1 DOA claims must be reported within 7 days of delivery or collection.

6.2 A DOA return remains subject to inspection and testing by Server Site to confirm the reported fault.

6.3 If testing shows no fault found, customer-caused damage, customer-side configuration issues or an excluded cause, the return may be rejected and inspection or related costs may be charged.

7. Discretionary non-defective returns

7.1 Server Site is under no obligation to accept non-defective returns.

7.2 If we do agree to accept a non-defective return, this will be entirely at our discretion and may be subject to:

1. the item being returned in the same condition supplied;
   b. all accessories, packaging and included parts being returned;
   c. the item being in resaleable condition; and
   d. a handling / restocking fee of up to 15%.

7.3 Any courier, transport, insurance, collection or related costs for a discretionary return will be for the customer’s account unless we agree otherwise in writing.

8. Custom-configured systems and special orders

8.1 Custom builds, configured-to-order systems, special-order items and specially sourced goods are not returnable for change of mind, compatibility issues, project changes or ordering mistakes.

8.2 They may only be returned if there is a genuine hardware fault covered under our Warranty Policy, or where a statutory right applies and cannot lawfully be excluded.

9. New equipment and distributor-controlled returns

9.1 New goods may be subject to the original distributor’s or manufacturer’s return rules.

9.2 Many distributors do not accept returns of opened, used, handled or incorrectly ordered hardware.

9.3 Where the return of a new item depends on distributor approval, Server Site cannot guarantee that the return will be accepted.

9.4 Any accepted return of new goods may be subject to the distributor’s fees, deductions, packaging requirements and approval process.

10. Partial returns and bundles

10.1 Partial returns from a single order are handled on a case-by-case basis.

10.2 Server Site may reject a partial return where the remaining items and the returned item were sold as a configuration, kit, matched set or bundle.

11. Condition of returned goods

11.1 Where a return is accepted, the item must be returned:

1. in the same condition it was supplied in, fair wear excepted where applicable by law;
   b. with all included components, accessories and packaging reasonably intact; and
   c. without additional damage, swapped parts, tampering or missing items.

11.2 Server Site may reject a return, reduce the credit or charge a reasonable amount if the returned goods are incomplete, damaged, tampered with or not in resaleable condition, subject to any applicable law.

12. Data on returned devices

12.1 The customer is responsible for backing up and removing its data before returning any item.

12.2 Server Site is not responsible for any data left on returned equipment.

12.3 Where needed for testing, security or resale preparation, Server Site may wipe or reset returned equipment and storage media.

13. Collection, transport and risk

13.1 Unless the return is due solely to our proven error and we agree otherwise in writing, the customer is responsible for the safe return of the goods to Server Site.

13.2 Risk in returned goods remains with the customer until the goods are received by us.

14. Refunds, credits and timing

14.1 Where a refund is approved, it will usually be processed to the original payment method within 10 business days after the return has been received, inspected and approved.

14.2 For non-defective discretionary returns, Server Site may issue a credit note instead of a cash refund.

14.3 Any refund remains subject to lawful deductions, applicable restocking fees, courier or return costs, and the condition of the returned goods.