Returns

PrivateBox AI – Return & Refund Policy

1. Overview

PrivateBox AI is a specialized, enterprise‑grade on‑premises AI appliance. Each unit is built, configured, and tested prior to shipment. This Return & Refund Policy explains when returns are accepted, how refunds are processed, and what conditions apply.

By purchasing PrivateBox AI, you agree to the terms of this policy.


2. All Sales Are Final

Due to the nature of enterprise hardware, all sales are final once an order has shipped.

We do not accept returns or provide refunds for:

  • Buyer’s remorse

  • Performance expectations of AI models

  • Incompatibility with third‑party software or workflows

  • Changes in business needs

  • Incorrect orders placed by the customer

This policy ensures product integrity, security, and supply‑chain stability.


3. Exceptions — Defective or Damaged Units

We will replace or repair a unit only if it arrives:

  • Dead on Arrival (DOA)

  • Damaged in transit

  • Defective due to manufacturing issues

Requirements:

To qualify, you must contact us within 7 days of delivery and provide:

  • Order number

  • Serial number

  • Description of the issue

  • Photos or video evidence of the defect or damage

  • Original packaging (if applicable)

If approved, we will provide instructions for return shipping and replacement.


4. Non‑Returnable Items

The following items cannot be returned or refunded:

  • Opened or used hardware

  • Units with tampered or removed serial numbers

  • Devices with signs of modification or unauthorized repair

  • Units damaged by improper electrical supply or environment

  • Units operated outside recommended conditions

  • Software, digital downloads, or activation keys


5. Shipping Responsibility

If a return is approved under the DOA/defect exception:

  • Customers are responsible for shipping the unit back to our service center.

  • We cover the cost of shipping the repaired or replacement unit back to you.

We recommend using a trackable shipping service and purchasing shipping insurance.


6. Refunds (If Applicable)

Refunds are issued only if:

  • A return is approved under the DOA/defect exception, and

  • A replacement unit is not available

Refunds are processed to the original payment method. Please allow 5–10 business days for processing after approval.


7. Order Cancellations

Orders may be canceled only if they have not yet shipped. Once a unit has entered the fulfillment process, cancellation is no longer possible.


8. Warranty Claims

Warranty claims are handled under the PrivateBox AI Warranty Policy. A warranty claim does not guarantee eligibility for a return or refund.


9. Contact

For return inquiries or defect reports, contact: support@privatebox.ai

Please include your order number and a detailed description of the issue.