1. Purpose

To provide a clear and transparent framework for managing warranty and return requests in a way that protects customers, distributors, and Ostrel Group’s product standards.

2. Scope

Applies to all goods sold by Ostrel Group Ltd under its own brand or as a distributor of partner-manufactured products.
This policy applies to business-to-business transactions only, not retail consumers.

3. Warranty Coverage

3.1 Ostrel Group warrants that all goods supplied will:

• conform to agreed specifications;
• be free from material and workmanship defects at the time of delivery; and
• operate under normal use for 12 months from the date of delivery, unless otherwise stated in product documentation.

3.2 Extended warranties may apply to certain product ranges, subject to manufacturer terms.

4. Exclusions

Warranty does not cover:
a) damage due to improper installation or misuse;
b) unauthorised modification or repair;
c) damage caused by external factors such as lightning, water ingress, or overvoltage;
d) normal wear and tear;
e) consumable parts.

5. Returns Procedure

5.1 Customers or distributors must obtain a Returns Authorisation (RA) number before sending any item back.
5.2 Requests should be made in writing to returns@ostrelgroup.com, including product details, serial numbers, invoice number, and fault description.
5.3 Unauthorised returns may be rejected or subject to handling charges.
5.4 Returned items must be securely packaged and shipped at the sender’s cost unless otherwise agreed.

6. Inspection and Evaluation

6.1 Returned goods will be inspected by Ostrel Group’s Quality Assurance department.
6.2 If the defect is confirmed as covered by warranty, Ostrel Group will repair, replace, or issue a credit note at its discretion.
6.3 If the returned goods are found to be non-defective or out of warranty, inspection and return shipping costs may be charged to the customer.

7. Replacement and Credit

7.1 Replacement goods will normally be supplied within 14 working days of warranty confirmation, subject to stock availability.
7.2 Credits will only be issued for irreparable or obsolete products when repair or replacement is not possible.
7.3 Credit values will not exceed the original purchase price.

8. Product Recall

8.1 In the event of a product recall, Ostrel Group will promptly notify all affected customers and coordinate safe return and replacement.
8.2 Recall management follows the company’s Quality Assurance Policy.

9. Transport Damage

9.1 Visible transport damage must be reported to the carrier and Ostrel Group within 48 hours of delivery.
9.2 Failure to report within this timeframe may void any claim.

10. Limitation of Liability

10.1 Ostrel Group’s liability under this Policy shall not exceed the purchase price of the goods in question.
10.2 Ostrel Group shall not be liable for consequential loss, downtime, or loss of profit.
10.3 Nothing in this Policy excludes liability for death, personal injury, or fraud.

11. Record Keeping

All warranty and return cases are logged in the Quality Management System (QMS) and retained for at least seven years for audit purposes.

12. Governing Law

This Policy is governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of its courts.