Enaiblers AB – Returns, Refunds & Warranty Policy

Effective Date: June 11, 2025
Address:
Dag Hammarskjölds 34, Floor 4,
Uppsala Science Park,
Uppsala, Sweden
Company Registration No.: 559377-4465

1. Applicability

1.1 These Terms apply exclusively to business, institutional, governmental, or professional purchasers (“Buyer”) of Enaiblers AB’s digital microscopes and software (“Products”). They do not apply to consumers.

2. Definitions

• “Products”: Hardware (digital microscopes) and software offerings (licenses or subscriptions).
• “Buyer”: The business or institutional entity ordering Products from Enaiblers AB.
• “Defect” or “Non-conformance”: Any failure of the hardware to remain materially free from defects in materials or workmanship under normal use, including physical damage, mechanical breakage, electrical malfunction, missing or non-functional components, or any deviation impairing operational integrity.

3. Delivery & Import Terms

3.1 Delivery: Delivery is Ex-Works Uppsala, Sweden (Incoterms 2020). Risk of loss and title pass to Buyer upon availability for collection at our premises.

3.2 Buyer’s Responsibilities: Buyer is solely responsible for arranging and paying all transportation, insurance, export/import formalities, customs duties, taxes (including GST/IGST, VAT), licenses, permits, certifications, or approvals required in Buyer’s jurisdiction.

3.3 Alternative Shipping Terms: If agreed upon in writing, alternative Incoterms (e.g., seller-arranged CIP) will be specified in the Order Confirmation.

3.4 Import Duties & Taxes: Unless expressly agreed upon in writing to Delivered Duty Paid (DDP) terms, Buyer is responsible for all import duties, taxes, fees, and charges.

4. Inspection & Hardware Returns

4.1 Inspection & Notice

Buyer must inspect hardware upon receipt and notify Enaiblers in writing of visible damage, shortages, or non-conformity within seven (7) days. Claims for defects must be made within thirty (30) days of receipt. Late notice constitutes acceptance.

4.2 Return Authorization

To return hardware, Buyer must request a Return Merchandise Authorization (“RMA”) via sales@enaiblers.com. Returns sent without an RMA will be refused.

4.3 Condition of Return

Returned hardware must be complete, unused (except for inspection), in original packaging, and accompanied by proof of purchase and the RMA number. Buyer bears the risk and cost of return shipping.

4.4 Warranty Repair, Replacement & Shipping

• 4.4.1 Remedy: Upon receipt of defective hardware, Enaiblers will repair, replace, or issue a refund.
• 4.4.2 Turnaround Time: Repairs or replacements will be completed within forty-five (45) days of receipt. Enaiblers will notify Buyer if delays occur.
• 4.4.3 Shipping Costs: Buyer pays shipping costs to Enaiblers; Enaiblers covers return shipment costs.
• 4.4.4 Expedited Service: Buyer may request expedited handling at additional shipping costs.

5. Service Level Agreement (SLA) – In-Warranty Support

5.1 Scope

This SLA applies to hardware defects reported during the twelve (12) month warranty period (Section 6.1) and before the completion of the forty-five (45) day RMA turnaround (Section 4.4). It covers:

• Remote troubleshooting and diagnostics.
• RMA issuance.
• Repair and return shipping.

5.2 Severity Levels & Initial Response

Severity Levels:

• Sev 1 (Critical): Product inoperative, blocking Buyer’s core workflow.
• Sev 2 (High): Major feature degraded, workaround available.
• Sev 3 (Normal): Minor defect, informational.

Initial Response Time:

• Sev 1: Within 2 business day.
• Sev 2: Within 3 business days.
• Sev 3: Within 7 business days.

5.3 Remote Diagnostics & RMA Issuance

Troubleshooting Targets:

• Sev 1: Diagnosis within 3 business days.
• Sev 2: Diagnosis within 5 business days.
• Sev 3: Diagnosis within 14 business days.

RMA Authorization: Enaiblers will issue an RMA number within three (3) business days after confirming that a return is required.

5.4 In-House Repair & Return Shipping

• Repair Turnaround: As per Section 4.4.2, repairs and return shipping are completed within forty-five (45) days of receipt.
• Status Updates: Enaiblers provides written updates every ten (10) business days (or sooner upon request).
• Return Shipment: Repaired or replacement units are shipped within two (2) business days after repair completion.

5.5 Remedies for Missed SLA Targets

If Enaiblers fails to:

• Acknowledge a Sev 1 ticket within 2 business day; or
• Meet the forty-five (45) day repair deadline;

Buyer will receive an extension of warranty coverage equal to the number of business days by which the target was missed (up to thirty (30) additional days).

5.6 Exclusions & Buyer Obligations

SLA timers pause while awaiting Buyer action (e.g., information, on-site access, or shipment of defective unit).
The SLA does not apply to damage caused by misuse, unauthorized modifications, force majeure, or repairs done outside Enaiblers’ authorized channels.

6. Software Licenses & Refunds

6.1 Final Sale

Software licenses (perpetual or subscription) are non-refundable after activation or download.

6.2 Defect Claims

Buyer must notify Enaiblers of software defects within thirty (30) days of activation. Enaiblers will attempt to correct verified defects.

6.3 Subscription Cancellation

Subscriptions can be canceled at any time to stop future billing, but fees already invoiced are non-refundable.

7. Limited Warranty & Disclaimer of Implied Warranties

7.1 Express Warranty

Hardware is warranted for twelve (12) months from delivery to be free from defects in materials and workmanship under normal use. Enaiblers’ sole obligation is repair, replacement, or refund.

7.2 Disclaimer of Implied Warranties

Enaiblers disclaims all implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement to the fullest extent permitted by law.