Refund & Returns Policy
InfinityTechX Ltd supplies commercial interactive systems that may be manufactured, sourced, configured or allocated specifically for each order.
Because of the size, specification and commercial nature of our equipment, returns are handled on a case-by-case basis.
Where an issue occurs, InfinityTechX will normally seek to resolve the matter through troubleshooting, replacement components, local repair where appropriate, or replacement equipment before requiring the return of a complete system.
Order Cancellations
Orders may be cancelled before production, sourcing, configuration or allocation has begun.
Once fulfilment has started, cancellation rights may become limited.
Where production, sourcing, configuration or supplier allocation has already begun, some or all of the deposit may be non-refundable to reflect costs and commitments already incurred.
Cancellation requests must be submitted in writing as soon as possible.
Any rights required by applicable law remain unaffected.
Change-of-Mind Returns
Commercial systems that have been manufactured, configured, sourced or supplied specifically for an order are not normally accepted for change-of-mind returns.
This includes situations where:
The customer no longer requires the equipment
Venue plans have changed
The available installation space has changed
The equipment is no longer required for the original project
The customer decides not to proceed after production or sourcing has begun
Any applicable legal rights remain unaffected.
Faulty Equipment
If a system develops a fault, InfinityTechX will assess the issue and determine the most appropriate resolution.
Customers may be asked to provide:
Photographs
Video evidence
Error messages
Diagnostic information
Details of when the fault occurred
Details of any troubleshooting already completed
Depending on the nature of the issue, support may include:
Remote troubleshooting
Configuration assistance
Replacement components
Spare parts
Local repair arrangements where appropriate
Replacement equipment where necessary
A full-machine return is not normally required where the issue can reasonably be resolved through repair or replacement components.
Repair & Replacement First
InfinityTechX will normally seek to resolve eligible faults through:
Remote troubleshooting
Replacement components
Spare parts
Local repair where appropriate
Replacement equipment
before requiring the return of a complete system.
The appropriate solution will depend on:
The nature of the fault
Severity of the damage
Availability of replacement components
Repair feasibility
Equipment location
Warranty status
Cost and practicality of repair
Whether the system can be restored to proper commercial operation
Local Repair Arrangements
Where a fault can reasonably be repaired without returning the complete system, InfinityTechX may recommend or coordinate local technical assistance.
This may include:
Electrical repair
Component replacement
Sensor replacement
Control-board replacement
Screen or display replacement
Power-supply replacement
Other suitable technical work
Any repair arrangement must be approved by InfinityTechX where the work forms part of a warranty claim.
Unauthorised repairs may affect warranty coverage.
Equipment Damaged During Delivery
Customers should inspect the shipment as soon as reasonably possible following delivery.
Any visible shipping damage should be reported to InfinityTechX within 24 hours of delivery.
Please provide clear photographs or video showing:
External packaging
Any damaged crate or carton
The affected equipment
The complete system where possible
Any visible impact or handling damage
Customers should retain the original packaging and protective materials while the issue is being assessed.
Prompt reporting allows InfinityTechX to investigate the issue with the relevant logistics or supply partner.
Severely Damaged or Unusable Equipment
Where equipment arrives substantially damaged, unsafe to operate or unable to perform its intended function, InfinityTechX will review the available evidence and determine the appropriate remedy.
Depending on the circumstances, this may include:
Technical assessment
Replacement components
Local repair
Replacement equipment
Refund where appropriate
Where replacement equipment is considered the most appropriate solution, InfinityTechX may arrange a replacement system without requiring the customer to immediately return the damaged equipment.
Any collection, return or disposal instructions will be provided directly by InfinityTechX.
Replacement Equipment
Replacement equipment may be considered where:
The system cannot reasonably be repaired
Repair would not restore the system to proper commercial operation
Damage is substantial
A major manufacturing defect is confirmed
Replacement is more practical than repair
Replacement decisions are made following assessment of the fault, damage and available evidence.
Authorised Returns
A complete system must not be returned without prior written authorisation from InfinityTechX.
Where a return is authorised, InfinityTechX will provide instructions regarding:
Return destination
Collection arrangements where applicable
Packaging requirements
Required documentation
Shipping method
Insurance requirements where applicable
Unauthorised returns may not be accepted.
Return Destination
The return destination will be determined by InfinityTechX based on the circumstances of the case.
Customers should not independently arrange international shipment of commercial equipment unless specifically instructed to do so in writing.
Return Shipping Costs
Where equipment is confirmed to be faulty, damaged or materially different from the agreed specification, responsibility for reasonable collection, repair or return costs will be determined according to the circumstances and applicable legal rights.
Where InfinityTechX agrees to accept a return that is not related to:
A confirmed fault
Transit damage
Incorrect supply
Material non-conformity
the customer may be responsible for applicable:
Collection charges
Return freight
Insurance
Repackaging
Handling costs
Reasonable administration or restocking charges
Any applicable charges will be confirmed before the return is authorised.
Equipment Condition
Where a return has been authorised, equipment should be returned in the condition reasonably expected for the circumstances.
Where possible, customers should retain and return:
Original packaging
Protective materials
Accessories
Cables
Manuals
Tokens or supplied operating accessories
Other components supplied with the system
Missing components or avoidable damage may affect the value of any refund where legally permitted.
Incorrect Equipment
If a customer receives equipment that is materially different from the confirmed order, InfinityTechX should be contacted promptly.
Please provide:
Business name
Order or invoice reference
Photographs or video
Description of the discrepancy
Relevant specification details
InfinityTechX will review the confirmed order against the equipment received and determine the appropriate remedy.
Refunds
Where a refund is approved, the amount and method will depend on:
The reason for the refund
Condition of the equipment
Stage of fulfilment
Costs already incurred
Nature of the fault or damage
Applicable legal rights
Approved refunds will normally be processed using the original payment method or another agreed payment method.
Banking or payment-provider processing times may apply.
Deposits
Deposits are used to secure:
Production
Sourcing
Equipment allocation
Configuration
Order preparation
Supplier commitments
Once these processes have begun, some or all of the deposit may become non-refundable to reflect costs already incurred.
Where an order is cancelled before fulfilment has begun, any refund due will be assessed according to the circumstances of the order.
Warranty Claims
Eligible manufacturing defects and technical faults may be covered under the InfinityTechX 2-year warranty.
Warranty support may include:
Remote troubleshooting
Technical guidance
Replacement components
Spare parts
Local repair where appropriate
Replacement equipment where necessary
Full warranty conditions are available under the InfinityTechX Product Warranty.
What Is Not Considered a Returnable Fault
A return or replacement would not normally be approved solely because of:
Change of mind
Change in venue plans
Lack of intended customer demand
Lower-than-expected revenue performance
incorrect placement chosen by the venue
Failure to follow operating instructions
Misuse
Accidental damage after delivery
Unauthorised alterations or repairs
Normal wear and tear
Commercial performance varies between venues and is not guaranteed.
Customer Responsibilities
Customers are responsible for:
Inspecting equipment after delivery
Reporting visible transit damage promptly
Operating equipment correctly
Following supplied setup and safety guidance
Providing reasonable evidence where a fault is reported
Allowing InfinityTechX reasonable opportunity to assess and resolve the issue
Not arranging unauthorised repairs or returns during an active warranty claim
Resolution Process
Where an issue is reported, the normal process is:
Customer contacts InfinityTechX
Photographs, video or diagnostic information are provided where required
infinityTechX assesses the issue
Remote troubleshooting is attempted where appropriate
Replacement components or local repair may be arranged
Replacement equipment may be considered for major or irreparable faults
A complete return or refund may be considered where appropriate
Contact
Returns, Faults & Warranty Support
Orders & Delivery Enquiries
When contacting InfinityTechX, please include:
Business name
Order or invoice reference
System purchased
Description of the issue
Photographs or video where applicable
InfinityTechX Ltd
Interactive Technology Systems for Hospitality, Leisure & Event Venues