Refund Policy

A legal disclaimer

Effective Date: November 16, 2025

At Dunel, we stand behind the quality and reliability of our compliance test equipment. This Refund Policy outlines the terms for cancellations, returns, and refunds for products purchased through www.dunel.com or via direct sales agreements. All refund requests must be submitted in writing to returns@dunel.com within the applicable timeframes. We process approved refunds to the original payment method within 30 business days of approval.

1. General Provisions

Fiscal Completion of Orders: All orders are considered fiscally complete 30 calendar days after the invoice date. This marks the point at which the transaction is finalized for accounting and tax purposes.
Non-Refundable Items: Shipping fees, installation services, training, extended warranties, and consumables (e.g., test probes, seals) are non-refundable.
Condition of Returned Equipment: Returned items must be unused, in original packaging, with all accessories, manuals, and certificates of compliance. Equipment showing signs of use, damage, or missing components will be rejected or subject to additional fees.

2. Standard Inventory Products (Non-Customized)

TimeframePolicy

Within 30 days of invoice Full refund (100%) upon return. Refund processed within 30 business days of receipt and inspection.

After 30 days, Cancellation/refund is subject to a 20% restocking fee. No refunds after 90 days from invoice.

3. Customized Equipment

Custom-built test rigs, modified IP chambers, or any equipment with client-specific engineering (e.g., unique voltage, dimensions, software integration) follow special rules:

Refund Eligibility: Custom equipment is eligible for resale refund only. We will actively market the unit to other clients.
Restocking Fee: A 25% restocking fee is deducted from the refundable amount to cover engineering, materials, and administrative costs.
Resale Timeline:
- We commit to all reasonable commercial efforts to resell the equipment.
- Refund timing depends on market demand for the specific customization.
- You will receive monthly status updates via email until resale or 12 months have passed, whichever comes first.
Maximum Refund Period: If unsold after 12 months, you may choose:
1. Continue marketing (no additional fee), or
2. Accept a final refund of 50% of the original price (minus the 25% fee already applied).

Example: A $40,000 custom IPX9K rig is returned. We deduct $10,000 (25%) upfront. If resold in 4 months for $35,000, you receive $26,250 ($35,000 – $8,750 resale commission). If unsold after 12 months, you receive $15,000 (50% of original, post-fee).

4. Cancellation Before Shipment

Before production starts: Full refund (minus any non-refundable deposits explicitly agreed in the quote).
After production starts (custom orders): Subject to the Customized Equipment rules above.

5. Warranty Replacements (Defects)

Defective equipment under warranty (standard 12 months from delivery) will be repaired or replaced at no cost.
This is not a cash refund unless replacement is impossible. Shipping costs for warranty returns are covered by Dunel.

6. Exceptions

Force Majeure: Delays due to supply chain, acts of God, or regulatory changes do not extend refund windows.
Export-Controlled Items: Subject to additional compliance checks; refunds may be delayed pending government approval.

7. How to Request a Refund

Email returns@dunel.com with:
- Order number
- Reason for return
- Photos of equipment/packaging
Receive an RMA (Return Merchandise Authorization) number within 48 hours.
Ship the item (at your cost unless warranty-related) to the designated Dunel facility.
Inspection occurs within 10 business days of receipt.
Refund issued upon approval.

8. Contact Us

Refund Team: returns@dunel.com North America: +1 (555) 123-4567 Europe: +31 20 123 4567

9. Changes to This Policy

We may update this policy to reflect business or legal changes. The latest version is always posted at www.dunel.com/refund-policy. Continued use of our services after changes constitutes acceptance.