Returns and Warranty Policy – EcosAgile Hardware Devices (B2B)

Version of 3 August 2026 – applicable to orders that expressly refer to it.

1. Scope
This policy governs returns, RMA requests and the warranty for EcosAgile hardware devices, including but not limited to clocking terminals, access control devices, room displays, gateways and sensors, sold individually or as part of bundles or kits. It applies exclusively to supplies made by SoftAgile S.r.l. to professional or business customers.

2. B2B nature of the supply
These conditions assume that the Customer purchases the device for purposes connected with its entrepreneurial, commercial, craft or professional activity. The right of withdrawal provided for consumers by the Italian Consumer Code therefore does not apply, unless the purchaser demonstrates that it entered into the contract as a consumer.

3. Conforming products and commercial returns
3.1 Devices correctly supplied, conforming to the order, working and free from defects are not subject to any automatic right of return, replacement or refund on grounds of change of mind, changed business needs, non-use or a purchasing error by the Customer.
3.2 SoftAgile may assess, case by case and without obligation, the authorisation of an exceptional commercial return. The request must be received in writing within 14 calendar days of delivery and before the product is shipped. Any authorisation must be formalised through an RMA number and does not constitute recognition of a right of the Customer nor a precedent for other orders.
3.3 A commercial return may be authorised only for standard products, not customised, unused, free from damage or signs of use, in their original packaging and complete with the accessories, parts, manuals, cables, power supplies and brackets received. Consumables must be intact and unopened.
3.4 Bundles and kits may be returned only in their complete composition. Partial returns are not accepted, save for prior written authorisation by SoftAgile.
3.5 A product authorised for return must be shipped within 10 working days of the issue of the RMA number. The costs and risks of the return remain with the Customer until delivery at the address indicated by SoftAgile.
3.6 If the product is intact, complete and immediately resaleable, SoftAgile issues the relevant credit note. Where the packaging has been opened, or where checking, cleaning, restoration, refurbishment or repackaging is necessary, SoftAgile may apply a reasonable deduction, proportionate to the work required and in any case not exceeding 15% of the price of the device.
3.7 The refund may be reduced proportionately or excluded where the device shows damage, alterations, signs of use, missing components, non-matching serial numbers or conditions that prevent normal resale. In such a case SoftAgile communicates the outcome and the Customer may request the return of the product at its own expense.

4. Products damaged in transit or dead on arrival (DOA)
4.1 Where there is visible damage to the parcel or the product, the Customer must accept delivery with a specific reservation and report it to SoftAgile within 48 hours, attaching photographs of the packaging, the product and the serial number. Cases of damage that is not immediately apparent are unaffected.
4.2 An initial defect or DOA must be reported within 14 days of delivery in order to follow the accelerated commercial procedure. Later reports are handled under the applicable warranty.
4.3 Once a DOA or a delivery error attributable to SoftAgile has been established, the remedy is, at SoftAgile's option and having regard to the nature of the problem, repair or replacement of the device, unless otherwise agreed in writing or unless a different remedy is due by law.
4.4 In confirmed cases of DOA, transit damage handled according to the instructions provided, or delivery error, the return costs are borne by SoftAgile. Advance replacement may be granted at SoftAgile's discretion, subject to a guarantee, a replacement order or other agreed protection.
4.5 If the inspection finds no defect, or establishes a problem caused by improper use, non-compliant installation, unsuitable environment or causes excluded from the warranty, SoftAgile may charge the reasonable costs of diagnosis, handling and transport, after communicating the outcome to the Customer.

5. B2B commercial warranty
5.1 Unless otherwise provided in the offer or the contract, SoftAgile grants a commercial warranty of 12 months from delivery.
5.2 During the warranty period SoftAgile may repair the product or replace it with a new or refurbished unit having equivalent functional characteristics. Replaced parts become the property of SoftAgile.
5.3 Unless expressly provided in the offer, the warranty does not cover work at the Customer's premises, uninstallation, reinstallation, reconfiguration, restoration of integrations, data transfer or the temporary supply of replacement devices.
5.4 The warranty excludes: normal wear and tear; physical, accidental or liquid damage; power surges or non-compliant electrical systems; use, installation or storage contrary to the manuals; tampering or unauthorised repairs; unsupported firmware or unauthorised downgrades; non-compliant third-party accessories; removal or alteration of labels, seals or serial numbers.
5.5 Repair or replacement does not cause the original warranty to start again in full; the repaired or replaced product remains covered for the remaining warranty period, unless more favourable conditions are expressly communicated.

6. Statutory warranty for defects in B2B sales
Articles 1490 et seq. of the Italian Civil Code remain applicable. Unless a different period has been validly agreed or is provided by law, the Customer must report the defect within 8 days of discovery and the related action is time-barred one year after delivery. The DOA procedure and the commercial warranty do not remove any mandatory remedies that may apply.

7. Mandatory RMA procedure
7.1 Before any shipment the Customer must open a request at support@ecosagile.com or through the portal indicated by SoftAgile, stating: company name, contact person, contact details, order or invoice number, product, serial number, delivery date and type of request.
7.2 For requests concerning defects or malfunctions, the Customer must also provide a detailed description of the problem, the checks already carried out, photographs or videos and any logs or firmware information requested by SoftAgile.
7.3 SoftAgile may require remote triage, including checks of power supply, network, configuration, reset or firmware update, provided this is compatible with security and with the preservation of data.
7.4 Shipment is permitted only after the RMA number has been issued and must follow the instructions received. The RMA number must be clearly visible on the outside of the parcel.
7.5 The device must be suitably packaged. The sender must keep proof of shipment and the tracking code.
7.6 Parcels shipped without RMA authorisation, to the wrong recipient or in non-compliant condition may be refused or returned to the sender at the sender's expense.

8. Shipping costs
8.1 For DOA, confirmed defects under warranty or delivery errors attributable to SoftAgile, return costs are borne by SoftAgile exclusively where the RMA instructions provided have been followed.
8.2 For exceptionally authorised commercial returns, the costs and risks of the return are borne by the Customer.
8.3 For shipments outside the EU or subject to customs formalities, the Customer must follow the RMA instructions and any agreed Incoterms. Charges, duties or costs not authorised in advance may be charged to the Customer.

9. Inspection, repair, replacement and refund
9.1 SoftAgile normally carries out the inspection within 5–10 working days of receipt, save for complex cases, unavailability of components or the need for manufacturer checks.
9.2 Where a commercial return is finally accepted, SoftAgile issues a credit note and arranges the refund within 14 days of the communication of final acceptance, by bank transfer or another agreed method. The original shipping costs are excluded, unless otherwise agreed in writing.
9.3 Where the outcome is negative, SoftAgile communicates the reasons for the rejection and may propose the return of the product at the Customer's expense or a quotation for repair, restoration or replacement.

10. Personal data and security
10.1 The Customer is responsible for the personal and company data held on the device and for the related backup, retention and deletion operations.
10.2 Before shipping, the Customer must, where technically possible, take a backup, securely erase the data, log out of accounts, restore factory settings and remove badges, cards, SIMs or other associated media.
10.3 SoftAgile may erase residual data where necessary for diagnosis, repair, refurbishment or security, and does not guarantee its preservation. SoftAgile is not liable for data loss resulting from the Customer's failure to comply with its obligations, save in cases of wilful misconduct or gross negligence. Any data incidentally accessible is processed in accordance with the applicable security measures and only for as long as strictly necessary to handle the request.

11. Installation and environmental conditions
Warranty handling assumes that the device has been installed, powered, used and stored in accordance with the manuals, the technical specifications and the applicable electrical and environmental standards, including a compliant electrical system, earthing, surge protection, correct connectivity and adequate temperature and humidity conditions.

12. Products and components that cannot be returned or refunded
12.1 Software, licences activated or associated with a serial number, subscription fees, services, installations, configurations, customisations and work already performed.
12.2 Products made, configured, engraved, labelled or customised to the Customer's specifications.
12.3 Consumables that have been opened or used, and items expressly indicated as non-returnable in the offer or the order.
12.4 Third-party products subject to return conditions more restrictive than those of the manufacturer or distributor, where those conditions have been communicated or referred to in the offer.

13. WEEE and end of life
The management of waste electrical and electronic equipment in a B2B context is separate from this commercial returns and warranty procedure. Collection, delivery and handling arrangements are governed by the conditions applicable to the manufacturer, the distributor and the specific supply, and are communicated on request.

14. Mandatory rights and product liability
Nothing in this policy limits rights or liabilities that cannot be excluded or limited under applicable law, including the rules on damage caused by defective products.

15. Operating provisions
15.1 The serial number of the returned product must match the one stated in the RMA request.
15.2 Removal or alteration of seals, tamper-evident labels or serial numbers may result in rejection of the request, unless unrelated to the reported problem or previously authorised.
15.3 Unsupported firmware installations, unauthorised modifications or downgrades may void the warranty where they caused or contributed to the malfunction.

16. Governing law, jurisdiction and exclusion of the CISG
16.1 The supply and this policy are governed by Italian law. Unless otherwise agreed in writing, the Court of Milan has exclusive jurisdiction over any dispute. For international sales the parties exclude, where applicable, the 1980 United Nations Convention on Contracts for the International Sale of Goods (CISG).

17. Information required to open an RMA case
- Company name;
- contact person and contact details;
- collection or redelivery address;
- order or invoice number;
- product and serial number;
- delivery date;
- type of request: transit damage / DOA / warranty failure / commercial return;
- description of the problem, where applicable;
- photographs, videos, logs or firmware data, where requested;
- availability for collection, if required.

18. Contacts
Requests must be sent to support@ecosagile.com.

19. Effective date, precedence and updates
19.1 This version applies to orders concluded from 3 August 2026 that refer to it or to which it was made available before the contract was concluded.
19.2 Specific conditions contained in the offer, in the accepted order or in the contract prevail over this policy in the event of conflict.
19.3 Earlier orders remain governed by the conditions applicable when they were concluded. Any updates to this policy do not have retroactive effect.