Hardware bought through Global Purchasing can be sent back or swapped, but under business rules rather than consumer ones. Read this before you return a device that arrived wrong, faulty or damaged.
Feature/Functionality
Overview
Factorial IT buys on your behalf as a B2B purchasing platform. Your company is a business customer, so there is no consumer right of withdrawal and no cooling-off period. Returns and exchanges follow these rules instead:
| Condition | Rule |
|---|---|
| Return window | 5 working days from the delivery date. |
| Transport damage | Report within 24 hours of delivery. |
| Unopened products | Accepted under standard conditions (CTOs are not accepted). |
| Opened products | Accepted only when the item is wrong, defective on arrival, or damaged in transit. |
A CTO is a custom-built configuration (configure-to-order) made for your order.
When a return is no longer possible:
- The manufacturer's sealed box has been opened and the item is neither wrong, faulty nor damaged. Opening the outer shipping carton to check what arrived is fine.
- The device has been used.
- The request came in late: after 5 working days from delivery, or after 24 hours for transport damage.
The two situations that usually lead to a request are covered below: an item that is wrong or faulty, and an item damaged during shipping.
How to use
Every request goes through the same steps:
- Gather your order number, a description of the problem and photos of the device and its packaging. For transport damage, add the carrier's tracking link.
- Send it all to support@factorial.it or through the in-app chat. There is no return or claim button on the order itself.
- Wait for the team to reply. It checks the request, deals with the supplier for you and comes back within 1-2 business days.
- If the return is accepted, put a copy of the return slip in a clear pouch and stick it on the shipping carton. Never stick anything on the product or its sealed box.
Wrong or faulty items
Use this when the item is not what you ordered, or it does not work and the parcel arrived without visible damage. If the parcel was clearly damaged in shipping, go to Damage in transit below.
You received the wrong item. This covers the wrong model, the wrong configuration or a duplicate sent by mistake. Send a request with your order number and explain how what arrived differs from what you ordered.
The item is faulty on arrival. It does not work properly, and the packaging is intact.
- Take photos of the fault, and a video if you can.
- Send a request with your order number, a description of the fault and the photos or videos.
A technician visit is needed. For some faults the operations team first emails you a set of tests to run on the device. A technician is only booked once you have sent the results to support@factorial.it.
Damage in transit
Use this for damage caused by shipping, whether you spot it at the door or shortly afterwards.
Refuse a damaged parcel at the door. If the parcel is visibly damaged when the carrier hands it over, do not accept it. Once you accept a parcel, it counts as received in good condition. Refusing it on the spot is the only way to send it straight back to the carrier.
Record the damage before you unpack or use the device:
- Photograph the outer packaging, showing any damage to the box or padding.
- Photograph the item from every angle, focusing on the damage.
- Write down the date and time of delivery.
Keep the original packaging. Carriers often ask for it as evidence when they investigate a claim.
You only noticed after unpacking. If the damage clearly comes from shipping, such as a crushed box or an impact mark that reaches the device, follow the same process. Take photos, send a request and say when you found the damage. The 24-hour limit still applies. If the packaging was intact but the device does not work, treat it as a fault on arrival instead.
What happens after your request
The outcome depends on how serious the problem is:
- Cosmetic damage only: the support team tells you what to do next.
- The device does not work: the support team arranges a replacement or a repair.
- The carrier is confirmed at fault: the support team files a claim with the carrier for you.
Wrong or faulty items continue under the warranty process. See Repairs and warranty claims for coverage and next steps.
Tips and Best Practices
- Check every delivery the same day. The 24-hour limit for transport damage leaves no room for a parcel left unopened over a weekend.
- Open the shipping carton, not the product box. You can check the contents without losing your right to return.
- Photograph first, unpack second. Evidence taken before you touch the device carries the most weight.
- Keep all packaging until the request is closed. The carrier may need it.
- Put everything in one message. Order number, description, photos and tracking link together speed up the review.
Troubleshooting and FAQ
Troubleshooting
- The carrier left a damaged parcel without asking you. Do not use the device. Photograph the packaging and the item, note the delivery time and send a request within 24 hours.
- There is no return option on the order. That is expected. Requests only go through support@factorial.it or the in-app chat.
- Your return request was declined. Check the list of cases where a return is no longer possible: an opened sealed box, signs of use, or a late request.
FAQ
-
Do we have 14 days to change our minds, like a consumer?
No. As a business customer you have no right of withdrawal and no cooling-off period. Returns follow the 5-working-day window.
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Can we return a product we opened?
Only if it is wrong, faulty on arrival or damaged in transit.
-
Can we return a custom configuration (CTO)?
No. CTOs are not accepted as returns.
-
Where do we stick the return label?
On the shipping carton only, inside a clear pouch. Never on the product or its sealed box.
-
Who deals with the supplier or carrier?
The support team. It works with the supplier and files carrier claims for you.