Returns & Exchanges
This Returns & Refund Policy applies to all products purchased from Prology.
We are committed to providing high-quality IT equipment. This policy outlines your rights and obligations regarding returns, refunds, and exchanges.
Nothing in this policy excludes or limits your rights under the ACL. Under the ACL:
- You are entitled to a repair, replacement, or refund if a product has a major failure
- You are entitled to a repair or replacement if the product has a minor fault
Products must:
- Be of acceptable quality
- Match description and specifications
- Be fit for their intended purpose
All returns must be approved in advance via a Return Merchandise Authorisation (RMA). To request an RMA:
- Contact Prology support
- Provide proof of purchase
- Provide product serial number and fault description
If your product is faulty, damaged in transit, or incorrect (wrong item supplied), you must notify us within 7 days of delivery.
We will assess the issue and offer repair, replacement, or refund as required under the ACL. Products may need to be returned for inspection and tested before a resolution is provided.
Prology may (at its discretion) accept change-of-mind returns under the following conditions:
- Request made within 14 days of delivery
- Product is unused, unopened, and in original packaging
- All accessories, manuals, and components are included
If accepted:
- A restocking fee (up to 20%) may apply
- Customer is responsible for return shipping costs
The following items are not eligible for return, unless faulty:
- Opened or used products
- Custom-built or configured systems (e.g. servers)
- Software, licenses, or digital products
- Special order or non-stock items
- Clearance or end-of-life products
This aligns with industry practices where certain goods cannot be resold once opened.
All returned products must:
- Be in original condition
- Include all packaging, accessories, and documentation
- Not be physically damaged or altered
Prology reserves the right to reject returns that do not meet these conditions, or apply additional fees for damaged or incomplete returns.
- Customers are responsible for return shipping unless the product is faulty
- You must ensure goods are properly packaged
- Risk of loss or damage during return remains with the customer
Once a return is received and approved:
- Refunds will be processed to the original payment method
- Processing time: 5–10 business days
We may deduct shipping costs for change-of-mind returns, or refuse refunds until goods are inspected. Refunds may be delayed if items are incomplete or damaged due to improper return handling.
We may offer exchanges for faulty products or incorrect items. Exchanges for change-of-mind are subject to approval and availability.
Many products are covered by manufacturer warranties. In some cases, you may be directed to the manufacturer for faster resolution, and warranty claims may be handled directly by the manufacturer.
Returns will not be accepted for:
- Incompatibility with your systems
- Incorrect product selection
- Failure to verify specifications before purchase
You are responsible for ensuring compatibility prior to purchase.
Before returning any product, you must:
- Backup all data
- Remove all sensitive or confidential information
For commercial or bulk purchases:
- Different return conditions may apply
- Change-of-mind returns are generally not accepted
- Custom agreements may override this policy
All returned products may be inspected and tested for faults. If no fault is found, the product may be returned to you and testing or handling fees may apply.
We reserve the right to refuse returns or suspend accounts where we reasonably believe there is abuse of the return policy or fraudulent activity.