Enaiblers AB

Effective Date: 1 Feb 2026
Company Registration No.: 559377-4465
Registered Office:
Enaiblers
Övernäs 160
755 91 Uppsala
Sweden

Default FCA Delivery Point (unless otherwise stated in the applicable quotation):
Enaiblers
Övernäs 160
755 91 Uppsala
Sweden

This Returns, Refunds & Warranty Policy (“Policy”) applies to purchases of products and related services supplied by Enaiblers AB (“Enaiblers”, “Supplier”, “we”, “us”, or “our”) to business, institutional, governmental, research, professional, and commercial purchasers (“Buyer”).

This Policy does not apply to consumers.

This Policy supplements Enaiblers’ Business Sales Terms & Conditions. In the event of any inconsistency between this Policy and the applicable quotation, order confirmation, or Business Sales Terms & Conditions, the following order of precedence shall apply:

1. the applicable quotation or order confirmation;
2. Enaiblers’ Business Sales Terms & Conditions;
3. this Returns, Refunds & Warranty Policy.

1. Applicability

1.1 Business Purchasers Only

This Policy applies exclusively to business, institutional, governmental, professional, and research purchasers of Enaiblers’ hardware, software, accessories, services, and related offerings.

1.2 Scope

This Policy governs:

• product inspection and claims;
• return authorization procedures;
• hardware warranty claims;
• repair, replacement, and refund handling;
• software defect and refund rules;
• in-warranty support response targets; and
• out-of-warranty service and maintenance.

1.3 Version Applicable

The version of this Policy in effect on the date of the applicable quotation or order confirmation shall apply to the relevant transaction, unless otherwise expressly agreed in writing.

2. Definitions

For purposes of this Policy:

• “Buyer” means the legal entity purchasing products or services from Enaiblers.
• “Products” means hardware, devices, instruments, accessories, spare parts, software, subscriptions, licenses, documentation, and related items supplied by Enaiblers.
• “Hardware” means physical products supplied by Enaiblers.
• “Software” means software licenses, subscriptions, embedded software, downloadable software, and related digital offerings supplied by Enaiblers.
• “Defect” or “Non-conformance” means a material failure of Hardware to conform to the agreed specifications or to remain materially free from defects in materials or workmanship under normal and proper use during the applicable warranty period.
• “RMA” means Return Merchandise Authorization issued by Enaiblers.
• “Warranty Period” means the warranty period stated in this Policy, the applicable quotation, or other written warranty document issued by Enaiblers.

3. Delivery, Risk, Title, and Import Responsibilities

3.1 Delivery Terms

Delivery terms are governed by the applicable quotation or order confirmation. Unless otherwise expressly stated in writing, Enaiblers’ default delivery term is:

FCA Enaiblers, Övernäs 160, 755 91 Uppsala, Sweden (Incoterms 2020).

3.2 Risk of Loss

Risk of loss or damage passes to the Buyer in accordance with the Incoterm stated in the applicable quotation or order confirmation.

3.3 Retention of Title

Title to the Products remains with Enaiblers until full payment has been received in cleared funds for:

• the Products; and
• any related amounts due from the Buyer in connection with the order.

3.4 Buyer Responsibilities

Unless otherwise agreed in writing, the Buyer is responsible for:

• main carriage;
• transit insurance;
• import clearance;
• import permits and registrations;
• customs duties and taxes;
• destination-country compliance; and
• all licenses, certifications, approvals, or permits required in the Buyer’s jurisdiction.

3.5 Shipping Damage

Where the Buyer or its carrier bears the transport risk under the agreed Incoterm, any transport damage occurring after risk has passed is not a warranty issue and should be addressed promptly with the carrier or insurer, with copy to Enaiblers where relevant.

4. Inspection and Notice of Claims

4.1 Inspection Upon Receipt

The Buyer must inspect the Products promptly upon receipt and in any event no later than thirty (30) days from delivery under the applicable Incoterm.

4.2 Claims Requiring Notice

Any claim for:

• shortage;
• visible transport damage;
• missing components;
• visible defect;
• quality issue;
• incorrect item;
• or non-conformity with agreed specifications

must be submitted to Enaiblers in writing within 30 days of delivery.

4.3 Evidence

The Buyer’s notice must include reasonable supporting details and evidence, which may include:

• order or invoice reference;
• serial number, if available;
• description of the issue;
• photographs or video;
• packaging condition;
• and any other information reasonably requested by Enaiblers.

4.4 Carrier Notifications

If transport damage is involved, the Buyer must also notify the carrier promptly and preserve the original packaging and shipment evidence for freight or insurance claims.

4.5 Deemed Acceptance

If the Buyer fails to notify Enaiblers within the 30-day inspection period, the Products shall be deemed accepted with respect to any visible or reasonably discoverable issue.

4.6 Latent Defects

This inspection period does not limit a valid claim for a latent defect covered by Enaiblers’ express warranty, provided the Buyer notifies Enaiblers within the applicable Warranty Period.

5. Return Merchandise Authorization (RMA)

5.1 RMA Required

No Product may be returned to Enaiblers without prior written authorization and issuance of an RMA number by Enaiblers.

5.2 How to Request an RMA

The Buyer must request an RMA by contacting:

Email: sales@enaiblers.com

The request should include:

• Buyer name and contact details;
• quotation, order, or invoice reference;
• product description;
• serial number, if available;
• date of delivery;
• detailed description of the issue; and
• supporting photographs, logs, or other evidence where applicable.

5.3 RMA Issuance

Issuance of an RMA does not constitute acceptance of the Buyer’s claim. It only authorizes return for inspection, diagnosis, repair, replacement, or further evaluation.

5.4 RMA Validity

Unless otherwise stated, an RMA is valid for 30 days from the date of issue. Products not shipped within that period may require a new RMA.

5.5 Packaging and Shipping Condition

Returned Products must be properly packed for safe transport and clearly marked with the RMA number. The Buyer is responsible for damage resulting from inadequate packaging on return shipment.

5.6 Data Backup

Before returning any Product containing or capable of storing data, the Buyer is responsible for backing up and removing any data not required for diagnosis. Enaiblers is not responsible for loss of data stored on returned Products.

5.7 Hazardous or Contaminated Returns

Products returned to Enaiblers must be free from hazardous biological, chemical, radioactive, or other unsafe contamination unless otherwise agreed in writing and accompanied by appropriate declarations. Enaiblers may refuse, quarantine, or safely dispose of unsafe returns at the Buyer’s cost.

5.8 No Fault Found / Out-of-Warranty Findings

If Enaiblers determines that:

• no defect exists;
• the reported issue is outside warranty scope; or
• the Product is not eligible for return or refund,

Enaiblers may return the Product to the Buyer at the Buyer’s expense and may charge reasonable inspection, handling, testing, shipping, or repair fees.

6. Hardware Warranty

6.1 Warranty Period

Unless otherwise stated in the applicable quotation or separate written warranty, Enaiblers warrants Hardware for twelve (12) months from delivery under the applicable Incoterm.

6.2 Warranty Coverage

During the Warranty Period, Enaiblers warrants that Hardware will:

• materially conform to the agreed specifications; and
• be materially free from defects in materials and workmanship under normal and proper use.

6.3 Warranty Remedy

If Enaiblers confirms a valid warranty claim, Enaiblers may, at its sole option:

• repair the Hardware;
• replace the Hardware;
• supply missing or replacement parts;
• provide a functionally equivalent replacement unit;
• or refund the price paid for the affected Hardware, in whole or in part.

6.4 Exclusive Remedy

The remedies set out in this Policy are the Buyer’s exclusive remedies for any defect, non-conformance, or warranty claim.

6.5 Repair/Replacement Condition

Repaired or replacement items may be new, repaired, or refurbished items of equivalent functionality and performance.

6.6 Remaining Warranty

Any repaired or replacement Hardware shall be covered for the remainder of the original Warranty Period or ninety (90) days from return shipment, whichever is longer.

7. Warranty Exclusions

The warranty does not apply to, and Enaiblers shall have no obligation for, issues arising from or caused by:

• misuse, abuse, neglect, or accident;
• improper storage, transport, unpacking, handling, or installation by the Buyer or third parties;
• use contrary to Enaiblers’ instructions, manuals, safety guidance, or intended purpose;
• operation in unsuitable environmental conditions, including improper power supply, humidity, dust, vibration, temperature, or other site conditions;
• unauthorized modification, calibration, repair, servicing, tampering, or opening of the Product;
• use with non-approved accessories, components, or third-party products where such use causes the issue;
• ordinary wear and tear or consumable parts unless otherwise expressly covered;
• cosmetic damage not affecting essential function;
• software, networking, IT infrastructure, or external systems not supplied by Enaiblers;
• virus, malware, cybersecurity incident, or unauthorized access;
• transport damage occurring after risk has passed under the applicable Incoterm;
• force majeure events; or
• any unlawful, non-approved, or unsafe use.

Where a Product is designated Research Use Only (RUO) or otherwise not approved for clinical or regulated use, warranty coverage does not extend to misuse in prohibited or non-approved applications.

8. Approved Returns and Refunds

8.1 Defective Hardware

Defective Hardware may be returned only in accordance with this Policy and the applicable RMA procedure.

8.2 Non-Defective Hardware

Non-defective Hardware is not returnable unless Enaiblers expressly agrees in writing.

8.3 Manufactured-to-Order Products

Manufactured-to-order, customized, pre-order, allocated-batch, special-configured, or non-standard Hardware is generally non-returnable and non-refundable except in the case of a valid warranty claim or where otherwise required by law.

8.4 Conditions for Any Approved Non-Defective Return

If Enaiblers agrees to accept a non-defective return, the Product must:

• be complete;
• be in good condition;
• be unused except for reasonable inspection unless otherwise approved;
• be returned in the original packaging where reasonably possible;
• include proof of purchase; and
• reference the issued RMA number.

8.5 Charges on Approved Non-Defective Returns

Approved non-defective returns may be subject to:

• inspection charges;
• refurbishment or reconditioning charges;
• repackaging costs;
• freight costs;
• administrative charges;
• bank or currency conversion deductions; and
• any other non-recoverable costs incurred by Enaiblers.

8.6 Refund Method

Any approved refund will be made to the original paying entity using a commercially reasonable method determined by Enaiblers, less any applicable deductions under this Policy or the applicable quotation.

9. Warranty Repair, Replacement, and Shipping

9.1 Shipping to Enaiblers

Unless otherwise agreed in writing, the Buyer bears the cost and risk of shipping a Product to Enaiblers for inspection, diagnosis, warranty evaluation, or repair.

9.2 Confirmed Warranty Claims

If Enaiblers confirms that the issue is covered by warranty:

• Enaiblers will perform the approved remedy under Section 6.3; and
• Enaiblers will bear the cost of standard return shipment of the repaired or replacement Product to the Buyer.

9.3 Non-Warranty Claims

If the issue is outside warranty scope, or no defect is found:

• the Buyer shall bear both outbound and return shipping costs; and
• Enaiblers may charge applicable inspection, labor, parts, and handling fees.

9.4 Expedited Service

If the Buyer requests expedited handling, priority shipping, courier upgrade, or other accelerated service, the Buyer shall bear the additional cost unless Enaiblers agrees otherwise in writing.

9.5 Turnaround Target

Unless a different timeline is expressly agreed in writing, Enaiblers’ target turnaround time for in-house repair or replacement is forty-five (45) days from:

• receipt of the returned Product; and
• receipt of all information reasonably required for diagnosis and processing.

This is a service target, not a guaranteed deadline.

9.6 Status Updates

Enaiblers will provide reasonable written status updates during the repair or replacement process, including material delays where appropriate.

10. Service Level Targets for In-Warranty Support

10.1 Scope

These service level targets apply to in-warranty hardware support requests reported during the Warranty Period.

The support scope includes:

• remote troubleshooting and diagnostics;
• initial technical assessment;
• RMA issuance where appropriate;
• repair or replacement coordination; and
• return shipment following approved warranty service.

10.2 Severity Levels

Support requests may be categorized by Enaiblers as follows:

• Severity 1 (Critical): Product inoperative and materially blocking the Buyer’s core workflow.
• Severity 2 (High): Major function impaired, but workaround available.
• Severity 3 (Normal): Minor issue, non-critical fault, or informational request.

10.3 Initial Response Targets

Enaiblers’ target initial response times are:

• Severity 1: within 2 business days
• Severity 2: within 3 business days
• Severity 3: within 7 business days

10.4 Diagnostic Targets

Enaiblers’ target diagnostic timeframes are:

• Severity 1: diagnosis within 3 business days
• Severity 2: diagnosis within 5 business days
• Severity 3: diagnosis within 14 business days

These targets apply once Enaiblers has received sufficient information from the Buyer.

10.5 RMA Issuance

Where Enaiblers determines that return of the Product is required, Enaiblers will use commercially reasonable efforts to issue an RMA within 3 business days after confirming that return is appropriate.

10.6 Repair and Return Shipment

Following receipt of the returned Product, in-house repair or replacement will be handled in accordance with Section 9.5, and the repaired or replacement Product will be shipped as soon as reasonably practicable after completion.

10.7 Status Communication

Enaiblers will provide written status updates at reasonable intervals during open in-warranty repair cases and, where reasonably appropriate, approximately every 10 business days for ongoing repair matters.

10.8 SLA Credits / Remedy for Missed Targets

If Enaiblers fails to:

• acknowledge a Severity 1 case within the target period; or
• exceed the 45-day repair target by a material period,

the Buyer’s sole SLA remedy shall be an extension of the applicable Hardware Warranty by the number of business days by which the relevant target was missed, up to a maximum of 30 additional days.

10.9 SLA Exclusions

These service level targets do not apply:

• where Enaiblers is waiting for Buyer information, access, approval, or shipment of the Product;
• to non-warranty issues;
• to third-party software or infrastructure issues;
• to issues caused by misuse, unauthorized modification, or excluded events;
• to delays caused by customs, shipping carriers, export controls, force majeure, or other events beyond Enaiblers’ reasonable control.

10.10 Nature of SLA Targets

These service levels are operational service targets only and do not constitute guaranteed uptime commitments, service credits, or liquidated damages beyond the limited warranty-extension remedy stated above.

11. Software Licenses, Defects, and Refunds

11.1 License, Not Sale

Software is licensed, not sold, and remains subject to any applicable software license terms, end user license agreement, subscription terms, and product documentation.

11.2 Final Sale After Activation

Unless otherwise expressly agreed in writing, Software licenses, subscriptions, and other digital products are non-refundable after activation, download, delivery of license credentials, or first use, whichever occurs first.

11.3 Software Defect Claims

The Buyer must notify Enaiblers in writing of any alleged Software defect within thirty (30) days after activation, download, or first use.

11.4 Software Remedy

If Enaiblers verifies a material Software defect, Enaiblers may, at its option:

• provide a correction, patch, update, or workaround;
• re-perform the affected digital service;
• replace license credentials;
• or provide a refund for the affected Software license or subscription, in whole or in part.

11.5 Subscription Cancellation

Unless otherwise stated in the applicable subscription terms:

• the Buyer may cancel a subscription to stop future billing at the end of the current billing period; but
• fees already invoiced, accrued, or paid are non-refundable.

11.6 Exclusions

Software issues caused by:

• unsupported environments;
• third-party systems;
• internet connectivity;
• unauthorized modification;
• operator error;
• unapproved integrations;
• or infrastructure outside Enaiblers’ control

are not refundable and may fall outside standard warranty support.

12. Order Cancellations and Commercial Returns

12.1 Governing Commercial Terms

Order cancellations, changes, and commercial return rights are governed primarily by the applicable quotation and Enaiblers’ Business Sales Terms & Conditions.

12.2 Manufactured-to-Order Hardware

Because many Products are manufactured to order, accepted Hardware orders are generally non-cancellable once:

• accepted by Enaiblers;
• payment has been received; or
• production allocation has been made.

12.3 Software Orders

Software orders may be cancelled only before activation, download, or issuance of license credentials, unless otherwise agreed in writing.

12.4 Approved Cancellation

If Enaiblers agrees to a cancellation or order reduction, the Buyer shall reimburse Enaiblers for all costs incurred or committed up to the date of cancellation, including:

• engineering or administrative work;
• reserved production capacity;
• raw materials and components;
• supplier cancellation fees;
• packaging;
• storage;
• logistics costs; and
• other non-recoverable costs.

13. Disclaimer of Implied Warranties

To the fullest extent permitted by applicable law, and except for any express warranty stated in this Policy or another written warranty issued by Enaiblers, Enaiblers disclaims all implied warranties, including any implied warranties of:

• merchantability;
• fitness for a particular purpose;
• title; and
• non-infringement.

Nothing in this Policy excludes any warranty or liability that cannot lawfully be excluded under applicable law.

14. Limitation of Remedies

Except as expressly stated in this Policy, the applicable quotation, or Enaiblers’ Business Sales Terms & Conditions:

• the Buyer’s remedies are limited to repair, replacement, re-performance, supply of missing parts, or refund at Enaiblers’ option; and
• Enaiblers shall have no obligation for field service, on-site intervention, substitute equipment, or compensation for downtime unless expressly agreed in writing.

15. Out-of-Warranty Maintenance and Service

15.1 Scope

This section applies to:

• maintenance, repair, calibration, inspection, support, or other services requested after expiry of the Warranty Period; or
• issues not covered by warranty.

15.2 Service Rates

Unless otherwise agreed in a separate quotation or service order, the following standard labor rates apply:

• Standard Hours: EUR 150 per hour
• Overtime / Weekends: EUR 225 per hour
• Public Holidays: EUR 300 per hour

Minimum charge: two (2) hours per service visit or service engagement.

15.3 Travel, Per Diem, and Call-Out Fees

Unless otherwise agreed in writing:

• Travel Time: billed at 50% of the applicable hourly rate, with a minimum of one hour each way
• Travel Expenses: airfare, lodging, meals, local transport, and related expenses billed at cost plus 10%
• Emergency Call-Out Fee: EUR 500 flat fee plus applicable hourly rates

15.4 Parts and Materials

Replacement parts and materials will be billed at cost plus a 15% handling fee, unless otherwise quoted. Buyer pre-approval may be required for parts exceeding EUR 200.

15.5 Shipping and Logistics

Shipping, customs, insurance, packaging, and logistics charges relating to out-of-warranty service are payable by the Buyer unless otherwise agreed in writing.

15.6 Invoicing and Payment

Unless otherwise stated in the applicable service quotation or invoice:

• invoices for out-of-warranty service are issued after service completion or at milestones determined by Enaiblers; and
• payment is due within 30 days of invoice date.

Late payments may accrue interest at 1.5% per month or the maximum rate permitted by law, whichever is lower.

15.7 Estimates

Any estimate of service cost or turnaround time is non-binding unless expressly stated otherwise in writing.

16. Governing Law and Dispute Resolution

16.1 Governing Law

This Policy shall be governed by the laws of Sweden, excluding its conflict of law rules.

16.2 Arbitration

Any dispute, controversy, or claim arising out of or in connection with this Policy, any return, refund, warranty claim, repair, or related matter shall be finally settled by arbitration administered by the Stockholm Chamber of Commerce (SCC) under the SCC Arbitration Rules.

16.3 Seat and Language

The seat of arbitration shall be Stockholm, Sweden, and the language of the arbitration shall be English.

16.4 Interim Relief

Nothing in this Policy prevents Enaiblers from seeking interim relief, injunctive relief, or collection of undisputed amounts before any court of competent jurisdiction.

17. Changes to This Policy

Enaiblers may amend or update this Policy from time to time by publishing a revised version on its website.

The version in effect on the date of the applicable quotation or order confirmation shall apply to the relevant transaction, unless otherwise expressly agreed in writing.

18. Contact Information

Enaiblers AB
Enaiblers
Övernäs 160
755 91 Uppsala
Sweden

Default FCA Delivery Point:
Övernäs 160
755 91 Uppsala
Sweden

Company Registration No.: 559377-4465
Email: sales@enaiblers.com
Website: www.enaiblers.com