15. Returns and cancellations
15.1 The Partner may request cancellation prior to dispatch. Plan shall determine, in its absolute discretion, whether cancellation is permitted and will confirm its decision in writing or via the Platform.
Plan will use reasonable efforts to cancel; however, any cancellation (if confirmed) may be subject to conditions, including charges up to 100% of the price where fulfilment has commenced or the item is non-cancellable/non-returnable (NCNR). No cancellation is effective unless and until Plan’s written confirmation is issued.
15.2 Once dispatched, orders cannot be cancelled. Any return must follow this clause 15.
15.3 The Partner must inspect on delivery and notify Plan in writing within 48 hours of any visible damage, short shipment or mis-pick, quoting the order and serial/IMEI and providing photos. If not notified in time, delivery is deemed accepted.
15.4 Faults preventing normal operation and first reported within 14 days of delivery may be treated as Dead on Arrival (DOA). Subject to verification and return of the complete unit (original packaging and all accessories), Plan may, at its option, replace (new/refurb) or issue a credit note. Verified DOA return carriage is covered by Plan; No Fault Found may incur testing/handling/freight charges.
15.5 After the DOA period, faults are handled under the manufacturer’s warranty only.
Plan passes through the manufacturer’s warranty and may facilitate claims but is not responsible for turnaround times, loan devices or outcomes. If a claim is rejected, paid replacement options (if any) will be offered.
15.6 Sales are final and Plan has no obligation to accept returns for convenience.
If Plan agrees at its discretion, units must be factory-sealed and resaleable; a 15% – 25% processing and restocking fee and freight both ways apply. NCNR items are not returnable.
15.7 Returns require a valid RMA issued via the Platform and must be received within 14 days of RMA issue, with order number, serial/IMEI and fault description.
Devices must be securely packaged, include all accessories/inserts, have intact serial/IMEI labels, and be data-wiped with SIMs removed and device/account locks/MDM disabled. Locked or altered devices may be rejected or treated as No Fault Found.
15.8 Returns/warranty do not cover misuse, neglect, liquid/impact damage, cosmetic damage, unauthorised modification, use outside specification, normal wear, consumables, or items with removed/altered identifiers.
SIMs/eSIMs, licence-bound items, configured-to-order and personalised units are NCNR.
15.9 Approved returns are credited by credit note against the Partner’s account (no cash refunds unless required by law). Credits are based on the net price paid, excluding freight/insurance/services/consumables and less applicable fees.
15.10 Plan does not deal with Customers or End Users for returns/warranty.
The Partner must operate its own returns channel consistent with this clause and the supplier’s requirements.
15.11 Risk of loss of, or damage to, the Hardware passes to the Partner on delivery to the delivery address or collection point specified by the Partner.
If the Partner wrongfully fails to take delivery when Plan tenders delivery at the notified time and place, risk passes at the time of tender.
15.12 If the Partner fails to take delivery of the Hardware, or fails to provide adequate delivery instructions, documents, licences, consents or authorisations at the time stated for delivery (other than due to a cause beyond the Partner’s reasonable control or Plan’s fault), then without prejudice to any other right or remedy available to Plan, Plan may:
- store the Hardware until actual delivery and charge the Partner for the reasonable costs (including insurance) of storage; and/or
- sell the Hardware at the best price readily obtainable and, after deducting all reasonable storage and selling expenses, account to the Partner for any excess over the price under the relevant order or charge the Partner for any shortfall below that price.
15.13 For non-delivery claims (including complete non-arrival), the Partner must notify Plan in writing within 48 hours of the expected delivery date. For visible damage, short shipment or mis-pick, clause 15.3 applies. Plan shall be under no liability for any damage or shortages that would have been apparent on reasonable careful inspection if the notification requirements in this clause 15 are not met and, in any event, will be under no liability if the written complaint is not delivered within the relevant 48-hour period. The Partner must allow Plan a reasonable opportunity to inspect the Hardware before any use is made of it; any alteration, configuration or modification prior to inspection may result in rejection or treatment as No Fault Found under clause 15.
15.14 A proof of delivery or carrier confirmation (including electronic POD) constitutes conclusive evidence of delivery unless the Partner provides reasonably satisfactory contrary evidence.