Returns & Refunds Policy

Your 30-day return window

You may return most items within 30 days of the delivery date. The 30 days are counted from the day the item is delivered to you, not the day you placed the order.

To be accepted, a returned item must be:

• Unopened and unused, with any manufacturer seal intact
• In its original packaging, undamaged and unmarked
• Complete with all accessories, cables, mounting hardware, manuals and documentation that came in the box

We cannot accept a return where the seal has been broken, the device has been powered on or configured, or packaging has been discarded or written on.

How to start a return

Contact us before sending anything back so we can issue a return reference and confirm the address.

• Phone: 2208 5406, Sunday to Thursday, 8:00 AM to 6:00 PM
• WhatsApp: 9406 9744
• Email: [email protected]

Have your order number and the reason for the return ready. We will confirm whether the item qualifies and give you a return reference to include with the package.

Returns sent without a reference may be delayed while we identify them.

Who pays for return shipping

You pay the cost of returning the item when you are returning it because you changed your mind, ordered the wrong model, or no longer need it.

We pay when the return is our fault or the manufacturer's. That includes:

• The item arrived damaged
• We sent the wrong item
• The item was faulty on arrival

You are also welcome to bring the item to our office in Hawally during business hours at no cost.

No restocking fee

We do not charge a restocking, handling or administrative fee on any accepted return. You receive the full amount you paid for the item.

Where you paid a 2 KWD delivery charge on the original order, that charge is refunded only if the return is our fault or the manufacturer's.

When and how you are refunded

Once your return arrives and we confirm it meets the conditions above, we issue the refund within 2 business days.

Refunds go back to the original payment method only — we do not offer store credit as a substitute:

• KNET, Visa, Mastercard or Apple Pay: refunded to the same card or account. Your bank may take a further 5 to 10 business days to show the money, which is outside our control.
• Cash on Delivery: refunded by bank transfer, since there is no original card to refund to. We will ask for your IBAN.

We will confirm by phone, WhatsApp or email once the refund has been issued.

Items that cannot be returned

The following are not returnable once supplied, because they cannot be resold or are activated to you specifically:

• Software licences and subscription keys once issued or activated, including MikroTik RouterOS licences and Cisco DNA licences
• Support and service contracts once registered, including Cisco SmartNet
• Cloud or hosted service subscriptions once provisioned
• Custom-cut or custom-terminated cable made to your specified length
• Special-order items brought in specifically for you and not held in our normal stock. We will tell you before you order if an item falls into this category.

This list does not affect your rights where an item is faulty. A faulty item is covered under Warranty below, regardless of category.

If your item arrives damaged or incorrect

This is handled separately from a normal return, and it costs you nothing.

Inspect your delivery on arrival. If the box or the item is visibly damaged, or the item is not what you ordered, contact us within 48 hours of delivery.

Send us photographs of the item and the outer packaging. We will arrange collection at our cost and either replace the item or refund you in full, whichever you prefer.

Reporting after 48 hours does not void your claim, but it becomes harder for us to pursue the courier, so please tell us as soon as you notice.

Warranty is different from a return

A return is for an item you no longer want, within 30 days, unopened.

A warranty claim is for an item that has developed a fault. It applies well beyond 30 days and the item will obviously have been opened and used.

Centrix handles all warranty claims directly. Do not contact the manufacturer — contact us, and we manage the process with the vendor on your behalf.

Standard manufacturer warranty periods on what we sell:

• Teltonika: 2 years
• MikroTik: 1 year
• Ubiquiti: 1 year
• TP-Link: 3 to 5 years depending on model
• Aruba: varies by model, backed by HPE
• Cisco: 90 days on hardware, extendable through a SmartNet contract

Warranty covers manufacturing defects and component failure in normal use. It does not cover physical damage, liquid damage, power surges, lightning strikes, unauthorised modification, or damage from installation that does not follow the manufacturer's instructions.

To make a claim, contact us with your order number and a description of the fault. We may ask you to try basic troubleshooting first, since many issues are configuration rather than hardware.

Your rights under Kuwaiti law

Nothing in this policy reduces or replaces the rights you have as a consumer under the laws of the State of Kuwait, including Law No. 39 of 2014 on Consumer Protection.

Where this policy gives you more than the law requires, the policy applies. Where the law gives you more than this policy, the law applies.

If you are not satisfied with how we have handled a return, contact us first so we have the chance to put it right. You retain the right to raise the matter with the Consumer Protection Department of the Kuwait Ministry of Commerce and Industry.

Who you are dealing with

This policy is operated by Centrix Plus Integrated Solutions Co., trading as Centrix.

Bin Khaldoun Street, Sharifa Al Mulla Complex, Office 4, Floor 2, Hawally, Kuwait

Phone 2208 5406 · WhatsApp 9406 9744 · [email protected]

We are open Sunday to Thursday, 8:00 AM to 6:00 PM Kuwait time. We are closed Friday, Saturday and on Kuwait public holidays.