Refunds & Returns.

01. Enterprise Return Policy

We do not accept returns or issue refunds for "change of mind" or buyer's remorse once commercial hardware has been shipped. Returns are exclusively authorized for products diagnosed as Dead on Arrival (DOA) or if Apollo Vision Tech has dispatched an incorrect hardware model that does not match the executed Purchase Order.

02. Return Eligibility Criteria

To be eligible for an authorized return and replacement, the enterprise client must meet the following criteria:

• DOA Timeline: The unit fails to power on or function out of the box and is reported to Apollo Support within five (5) business days of the delivery date.
• Original Packaging: Large format displays (IFPs, Video Walls) must be returned in their original, undamaged wooden crates or heavy-duty corrugated boxes. Without original packaging, safe LTL freight return is impossible, and the return will be denied.
• Included Accessories: All remote controls, power cables, OPS modules, and mounting brackets must be included in the return shipment.

03. Non-Returnable Items

The following hardware and services are strictly non-returnable and non-refundable:

• Custom Fabrications: Built-to-order Kiosk enclosures, custom Micro-LED cabinet dimensions, and specialized interactive tables.
• Activated Software: Any Apollo OS premium licenses or third-party CMS software activated under the client's domain.
• Installed Hardware: Displays or Video Wall matrices that have already been mounted to walls or structures (unless diagnosed as suffering from a critical hardware failure covered by warranty).
• Service Fees: White-glove delivery charges, on-site installation labor, and architectural engineering fees.

04. Freight & Transit Damage (Crucial)

Apollo Vision Tech utilizes specialized LTL (Less Than Truckload) freight for our displays. The receiving party must inspect the pallet/crate before signing the Bill of Lading (BOL).

If the ShockWatch/TiltWatch indicators are activated, or there is visible puncture damage to the crate, the client must refuse the shipment or explicitly note "DAMAGED ON ARRIVAL" on the driver's BOL. Failure to note freight damage at the time of delivery transfers liability to the receiver and voids the return eligibility for physical damage.

05. The RMA Process & Refunds

If your hardware meets the eligibility requirements, it must be returned via our Return Merchandise Authorization (RMA) process:

1. Submit a request via the Apollo Support Portal with photographic evidence and the unit's serial number.
2. Upon approval, Apollo will issue an RMA document and provide LTL freight pickup instructions.
3. Once the hardware is received at our USA facility, our engineers will inspect the unit.

Refunds vs. Replacements: Apollo prioritizes cross-shipping a brand-new replacement unit for DOA hardware. In the rare event a refund is approved (e.g., unit discontinuation), funds will be returned via ACH/Wire Transfer to the corporate account within Net-30 terms. Credit card transaction fees (if originally applied) are non-refundable.

06. Order Cancellations

Because enterprise orders involve massive inventory allocation, cancellations are heavily restricted:

• Standard Stock: Unshipped standard IFPs or displays can be canceled with a written request, subject to a 5% administrative fee. Once the BOL is generated and freight is dispatched, the order cannot be canceled.
• Custom / Built-to-Order: Once CAD drawings for Kiosks/LEDs are approved and the manufacturing deposit is paid, the order is locked. Cancellation of custom orders will result in the total forfeiture of the 50% mobilization deposit.