Return Policy

1. Overview

Kynex Technologies India primarily provides software-as-a-service (SaaS) products and professional services. Physical hardware components may be provided in specific deployments (e.g., CCTV installations, WiFi access points). This policy covers both categories.

2. Software Licenses

Kynex's software products are delivered digitally and provisioned as cloud services. As such:

• Digital software licenses are non-returnable once activation keys have been issued or access has been granted.
• If software is found to materially fail to perform as described in the product documentation, please contact support within 14 days of delivery — Kynex will remediate or provide a credit at its discretion.
• Subscription-based services (SaaS) are governed by the Refund & Cancellation Policy.

3. Hardware Returns

Hardware components sold or supplied by Kynex as part of deployment packages (including IP cameras, NVRs, WiFi access points, network switches, and servers) are subject to the following return conditions:

• Return Window: Hardware may be returned within 7 days of delivery for a full refund, provided it is in original, unopened condition.
• Opened Hardware: Opened but unused hardware may be returned within 7 days for a refund minus a 15% restocking fee.
• Installed Hardware: Hardware that has been installed and configured is not eligible for return unless defective.
• All original packaging, accessories, manuals, and warranty cards must be included in the return.
• Returns without original packaging may be subject to additional restocking fees.

4. Defective Products

If any hardware supplied by Kynex is found to be defective:

• DOA (Dead on Arrival): Report within 48 hours of delivery. Kynex will arrange replacement at no cost.
• Warranty Period: Most hardware carries a 1-year manufacturer warranty. Defects discovered within the warranty period will be repaired or replaced.
• Warranty Claim Process: Document the defect with photographs/video and email support@kynex.in with your order details.
• Warranty does not cover physical damage, water damage, lightning strikes, or damage from improper installation.

5. Return Process

• Step 1: Email returns@kynex.in with your order number, reason for return, and photographs of the item.
• Step 2: Kynex will issue a Return Merchandise Authorization (RMA) number within 2 business days if the return is approved.
• Step 3: Ship the item to the address provided with the RMA clearly marked on the package.
• Step 4: Upon receipt and inspection, Kynex will process the refund or replacement within 7–10 business days.

6. Shipping for Returns

• For returns due to Kynex error, defects, or DOA, Kynex will bear the return shipping cost.
• For all other returns (change of mind, wrong order by customer), the customer bears return shipping costs.
• Kynex recommends using a trackable shipping service for returns. We are not responsible for returns lost in transit.
• Items must be shipped within 5 days of receiving the RMA number, otherwise the RMA will expire.

7. Exchanges

Product exchanges may be offered in lieu of refunds for:

• Wrong item shipped by Kynex
• Defective items within warranty period
• Compatibility issues discovered during installation (subject to assessment)

8. Exceptions to This Policy

• Custom-manufactured or custom-configured hardware ordered specifically for a customer cannot be returned.
• Consumables (such as cabling, connectors, and installation materials) are non-returnable once delivered.
• Items returned without RMA authorization will be refused and returned to the sender.

9. Contact for Returns

• Returns Email: returns@kynex.in
• Support: support@kynex.in
• Phone: +91 88888 88888 (Mon–Fri, 9 AM–6 PM IST)