1. Application

This policy applies to all products sold by Enova Technologies Pte Ltd (Company Reg. No. 200607106N) to business customers, including end-users and resellers. It does not apply to consumer transactions as defined under the Consumer Protection (Fair Trading) Act (Cap. 52A).

By placing an order with Enova, the customer agrees to these terms.

2. Grounds for Return

Enova accepts returns only in the following circumstances:

(a) Wrong item delivered. The product received does not match the item description on the confirmed purchase order or invoice.

(b) Dead on arrival (DOA). The product fails to function when first powered on, provided the failure is reported to Enova in writing within 30 days of the date of delivery, or within 7 days of first power-on, whichever is earlier.

Returns are not accepted for change of mind, over-ordering, or where the customer’s requirements have changed after the order is confirmed.

3. Return Procedure

All returns require prior written authorisation from Enova. Do not return a product without completing the following steps:

  1. Email [email protected] with your invoice number, product serial number, and a description of the issue.
  2. Wait for Enova to issue a Return Merchandise Authorisation (RMA) number within 5 business days. Enova’s decision to approve or reject a return request is final.
  3. Ship the product to Enova’s service address with the RMA number marked on the outer carton, in original packaging with all accessories, manuals, and documentation included.

Products returned without an RMA number, in damaged or inadequate packaging, or missing accessories will be rejected and returned to the customer at the customer’s cost and risk.

4. Condition Requirements

Returned products must be:

  • In original, unused condition.
  • In original manufacturer packaging, undamaged (except where the DOA defect required opening to discover).
  • Accompanied by all original accessories, documentation, and bundled items.

5. Inspection and Outcome

Enova will inspect returned products within 10 business days of receipt and notify the customer of the outcome.

If the return is approved:

  • Wrong item: Enova will dispatch the correct product or issue a credit note, at Enova’s election.
  • DOA: Enova will repair, replace, or issue a credit note in accordance with the Warranty Policy, at Enova’s or the relevant OEM’s discretion.

If the return is not approved (product found to be in working order, outside the grounds in clause 2, or not meeting the conditions in clause 4): Enova will notify the customer. The product will be returned at the customer’s cost. Enova will not proceed with any chargeable repair without the customer’s prior written approval.

6. Non-Returnable Items

The following are not eligible for return:

  • Products ordered on a special, custom, or non-standard basis.
  • Software licences, once delivered electronically or once an activation key has been issued.
  • Consumables, once opened.
  • Products with removed or tampered serial numbers or warranty seals.
  • Products damaged after delivery due to misuse, improper installation, or environmental factors.

7. Order Cancellation

Cancellation requests must be submitted in writing to [email protected].

Before dispatch: Enova will contact the relevant OEM or supplier to determine whether cancellation is possible.

If the OEM or supplier does not permit cancellation, Enova will notify the customer and the order will proceed as confirmed. The customer’s cancellation request will be rejected and Enova has no further obligation in that regard.

If the OEM or supplier permits cancellation, the customer will be liable for: (a) any cancellation, restocking, or handling fee charged by the OEM or supplier to Enova, passed through in full; and (b) Enova’s reasonable administrative costs in processing the cancellation, not exceeding SGD 500. Enova will provide written evidence of OEM or supplier charges on request. Cancellation is only effective once Enova confirms it in writing and the applicable charges are paid.

After dispatch: The order may not be cancelled. The customer must accept delivery. A return may be requested only on the grounds set out in clause 2.

Special and custom orders may not be cancelled after Enova issues written order confirmation to the customer. If Enova is unable to fulfil a special or custom order due to circumstances within Enova’s reasonable control, Enova will notify the customer promptly and issue a full refund of any deposit paid. Neither party has any further liability to the other in that event.

8. Refunds

Where a cash refund is approved, Enova will process payment within 10 business days of completing inspection of the returned product.

Refunds are issued by bank transfer. Where the customer paid via a payment gateway (credit card, debit card, or similar), Enova will refund by bank transfer to a nominated account provided by the customer. No payment gateway or transaction fees will be deducted from the refund amount where the return is approved on the grounds in clause 2.

Where a credit note is issued, it is valid for 12 months from the date of issue and may be applied against any Enova invoice. Credit notes are non-transferable and have no cash value.

9. Delivery Damage

The customer must inspect all deliveries on receipt. Any visible damage to outer packaging must be noted in writing on the carrier’s delivery documentation before signing. Failure to note damage at the time of delivery may limit the customer’s ability to claim against the carrier.

Where Enova arranges delivery, Enova’s liability for loss or damage in transit is limited to the invoice value of the affected product. Enova is not liable for consequential losses arising from transit delays or damage.

Enova recommends that customers arrange appropriate cargo insurance for high-value shipments.

10. Limitation of Liability

Enova’s total liability to the customer arising from or in connection with any return, refund, or cancellation under this policy is limited to the invoice value of the product or order in question.

Enova is not liable for indirect, special, or consequential loss (including loss of profit, business interruption, or cost of procuring replacement goods) however caused.

Nothing in this clause limits Enova’s liability for fraud or for death or personal injury caused by Enova’s negligence.

11. Governing Law and Disputes

This policy is governed by the laws of Singapore. Any dispute arising from this policy that is not resolved by negotiation will be resolved in accordance with the dispute resolution procedure in Enova’s Warranty Policy.

12. General

This policy should be read alongside Enova’s Warranty Policy. In the event of any conflict between the two policies on returns matters, the Warranty Policy prevails.

Enova may update this policy at any time. The version published on Enova’s website at the date of invoice governs each transaction. Archived copies of previous versions are available on request.

If any provision is found unenforceable, the remaining provisions continue in full force.

Enova Technologies Pte Ltd
8 Burn Road, #05-03 Trivex, Singapore 369977
Tel: (65) 6287 5910 | Fax: (65) 6287 6878
Email: [email protected]
Company Reg. No. 200607106N | GST Reg. No. 200607106N