Buying and after-sales policies

Products and written transaction terms

SwitchInfra provides product information, selection, RFQ, quotation and order services for network infrastructure. Catalog information does not replace a specific quotation or transaction confirmation. The entities responsible for sales, payment collection, invoicing and warranty are identified before a transaction is confirmed.

A quotation identifies the exact SKU, quantity, condition, included accessories, licenses or services, price, validity, availability, lead time, shipping, taxes, payment, warranty and return terms. Outstanding material questions are resolved before confirmation. A minimum order quantity is shown for the applicable product or quotation.

A supply status does not reserve inventory. OEM, compatible, new, open-box, used and refurbished products must be described using their actual evidence. A brand name alone does not establish OEM authorization, service entitlement or host compatibility.

Payment and approved credit

Request-only products require a written quotation. An internal reference price is not a customer payable price. Accepted valid quotations retain their confirmed prices and terms.

Use only the payment methods and currencies actually offered for the order, with the confirmed payee. Refunds use the applicable original channel or another verified arrangement. Registration, an application or access to a credit page does not constitute credit approval. Limits, terms, validity and eligible orders depend on the actual approval record.

Shipping, delivery and charges

Before confirmation, establish the destination, carrier, schedule, delivery location, freight, importer, taxes, insurance and risk-transfer arrangements. DDP is not a universal default. Estimated lead times and expressly committed delivery dates are distinguished.

Split deliveries, delays, address changes and shipment exceptions are followed up against the order and its shipping records. Returns use the approved return address and instructions, not an assumed warehouse.

Seller warranty

The matrix below applies to new transactions confirmed under this version. Warranty starts on actual customer receipt. The product category, responsible party, scope, costs, return location, replacement condition and subsequent coverage are recorded in the quotation or order. Existing transactions retain their valid original terms.

Seller and OEM warranty are separate. A new Cisco product without OEM service does not imply OEM service entitlement. Categories and qualifications not established below require individual written confirmation; an unknown product does not inherit a default warranty.

Returns, product issues and refunds

Most eligible products allow a commercial return request within 30 days of actual receipt. Eligibility for the exact SKU is disclosed before confirmation and follows its valid terms. A request made in time does not expire while awaiting review. Missing delivery evidence is reviewed manually; shipment dates do not replace receipt dates.

Defects, incorrect items, missing promised accessories, and failure of promised compatibility or licensing are handled as product issues. Commercial return windows, opening, customization or activation do not automatically exclude applicable remedies. A request and its approval are separate states. Follow the RMA instructions before returning goods.

The 5–7 business days after returned goods are actually received include inspection and refund submission. Approval, reopening or further inspection does not restart that clock. Refunds for unshipped orders or cases needing no return follow the actual confirmed refund obligation. Provider submission and settlement are shown as distinct states.

Provide the order number, SKU or serial number, problem and necessary test evidence. Request a review through the contact channel using the order or case reference. Advance replacement is available only under separately confirmed arrangements, not as an automatic entitlement for every RMA.

Human service hours and response targets

Our base human service hours are Monday–Friday, 09:00–12:00 and 13:00–18:00 Beijing time (Asia/Shanghai, UTC+8), excluding Mainland China statutory holidays and officially adjusted rest days. Weekend makeup working days do not automatically add service hours. Extra arrangements are announced in advance. AI assistance helps with product and technical information; automatic acknowledgements are not substantive human replies.

The response, initial-plan and progress targets below accumulate within these service hours: one service working day is 8 hours, three are 24 hours, and five are 40 hours. Without a holiday, an inquiry received Friday at 17:00 has a first-reply target of Monday at 17:00. Weekend inquiries start accumulating at the next service interval.

The first-reply clock starts when an identifiable request is received, before RMA approval or internal case creation. An initial plan starts from actual receipt of necessary information and explains the initial assessment, next steps and remaining checks; it is not a promise to complete repair or delivery within three days. We explain missing information; later staff marking or repeated requests do not automatically restart the clock.

Original submission times are preserved. Non-service hours do not make timely return or warranty requests late. An initial fault report that can be linked to the item or transaction protects that request’s timeliness; further evidence, returns, inspection or reopening do not restart it. Responsibility is assessed for the issue. Refunds, credit reviews, privacy requests and contractual delivery retain their own timing rules. Valid existing support commitments and accepted cases continue under their original terms.

After-sales and privacy contact

SwitchInfra Hong Kong Office
UNIT F3 05/F, TUEN MUN IND CTRBLK F, SAN PING CIRCUIT 2, TUENMUN, NT, HK

[email protected]
+86 132 6592 2480

These are the overseas site’s existing contact channels. Identify your order, after-sales case or personal information request so it reaches the appropriate team. The responsible transaction entities are identified in the written documents before confirmation.