Return and Cancellation Policy

Effective Date: October 1, 2026

BUSINESS PURCHASES ONLY. This Return and Cancellation Policy applies to purchases by businesses and other legal entities, not to personal, family, or household purchases.

Policy relationship. This Policy is incorporated into the Ivora Sales and Services Terms and Conditions and the applicable Order. Capitalized terms not defined here have the meanings given in those documents. If an Order expressly states different return or cancellation terms, the Order controls for that transaction.

Manufacturer and authorized reseller relationship. Renova-branded Hardware is manufactured by Renova Electronics Inc. (“Manufacturer”) and sold by Ivora as an authorized, independent reseller. Ivora—not Manufacturer—is Customer’s initial contact for Order cancellation, delivery inspection, return, refund, and RMA requests unless an Order or RMA expressly instructs otherwise.

No direct returns to Manufacturer. Customer shall not refuse delivery or ship Hardware directly to Manufacturer, Ivora’s business office, or any other location without a valid RMA issued by Ivora. Manufacturer is not a party to Customer’s Order unless an Order or separate written agreement expressly states otherwise.

1. BEFORE AN ORDER IS ACCEPTED

1.1 Customer may request cancellation of an Order before Ivora accepts it. If Ivora has not accepted or begun performance, Ivora will cancel the Order and refund amounts collected, less any non-refundable third-party payment-processing charge if disclosed and permitted by law.

1.2 An automated order receipt, payment authorization, or webstore acknowledgment does not necessarily mean that Ivora has accepted the Order.

2. AFTER ACCEPTANCE; DEPOSITS

2.1 After acceptance, an Order may be cancelled only with Ivora’s written approval. Ivora may condition approval on payment of costs and commitments already incurred, including procurement, supplier deposits, configuration, production, reservation of inventory, freight, engineering, payment-processing fees, and administrative costs.

2.2 A deposit becomes non-refundable when Ivora or its supplier begins procurement, configuration, production, inventory reservation, or other performance for the Order. Customer remains responsible for any additional non-cancellable cost that exceeds the deposit if the applicable Order so provides.

2.3 Customized, configured, private-label, special-order, built-to-order, imported specifically for Customer, discontinued, clearance, or final-sale Hardware is non-cancellable after acceptance unless Ivora agrees otherwise in writing.

3. SEVEN-DAY INSPECTION AND REJECTION PERIOD

3.1 Customer shall inspect the Hardware promptly after delivery to the destination address stated in the applicable Order. Customer must complete its inspection and notify Ivora in writing of any visible shipping damage, shortage, incorrect product, missing component, or other nonconformity reasonably discoverable through inspection within seven (7) calendar days after receipt.

3.2 The notice must describe the claimed nonconformity in reasonable detail and include the Order number, model, serial number, quantity, photographs, shipping documents, packaging information, and other supporting information reasonably requested by Ivora. Customer shall preserve the Hardware and all packaging and shall not install, energize, activate, modify, or use Hardware that appears damaged or nonconforming.

3.3 If Customer does not provide timely written notice within the seven-day inspection period, the Hardware will be deemed accepted with respect to any shortage, shipping damage, incorrect product, visible defect, or other nonconformity that reasonably should have been discovered during inspection.

3.4 Following acceptance, Customer may not reject or return the Hardware, or withhold, deduct, set off, or refuse payment, based on a nonconformity that was or reasonably should have been discovered during the seven-day inspection period. The seven-day period is an inspection and rejection period only and is not a general or no-questions-asked return period.

4. NO GENERAL CONVENIENCE RETURNS; NON-RETURNABLE ITEMS

4.1 Except for Hardware rightfully rejected under Section 3, Hardware authorized for return under the Ivora Limited Hardware Warranty, or an exceptional return expressly approved by Ivora in writing, all sales are final and Hardware is not returnable for convenience.

• Customer-requested returns based on buyer’s remorse, project cancellation or delay, change of business plans, lack of utility capacity, installation cost, failure to obtain permits, landlord approval, incentives, financing, or public-charging approvals;
• customized, configured, private-label, special-order, built-to-order, discontinued, clearance, or final-sale Hardware;
• Hardware that has been opened where packaging cannot be restored, installed, mounted, wired, energized, commissioned, activated, registered, networked, or used;
• Hardware with missing, altered, or unreadable serial numbers, labels, seals, accessories, cables, manuals, packaging, or protective materials;
• Hardware damaged after Delivery, including damage from handling, storage, installation, shipping, impact, moisture, power quality, or unauthorized modification;
• software licenses, network activation, SIM or communications fees, subscriptions, site-selection platform access, data access, site assessments, analytics, forecasts, reports, payment-processing fees, training, commissioning, support, travel, and Services already performed;
• replacement parts or Hardware supplied under a Warranty claim, except as expressly authorized by Ivora; and
• any item identified as non-returnable in the product page, quote, Order, or RMA, and any return not expressly authorized by Ivora in writing.

4.2 Installed Equipment Non-Returnable

Any Hardware that has been mounted, wired, energized, or activated is strictly non-returnable and non-refundable, except in cases of Dead-on-Arrival (DOA) confirmed within seven (7) days of delivery or valid warranty replacements.

5. SHIPPING DAMAGE, SHORTAGE, WRONG ITEM, OR VISIBLE NONCONFORMITY

5.1 Visible or concealed shipping damage, shortage, an incorrect product, a missing component, or another nonconformity reasonably discoverable through inspection must be reported to Ivora and, where applicable, the carrier within seven (7) calendar days after Customer receives the Hardware at the destination address.

5.2 Customer shall retain the Hardware, pallet, carton, internal packaging, labels, and shipping records and provide photographs, serial numbers, and other documentation requested by Ivora or the carrier. Customer shall not install, energize, activate, modify, or use visibly damaged or nonconforming Hardware.

5.3 If Ivora confirms a timely reported shortage, incorrect shipment, or other qualifying nonconformity for which Ivora is responsible, Ivora, directly or in coordination with Manufacturer, may, at its option, supply the correct or missing item, repair or replace the affected Hardware, arrange return shipping, or refund the amount paid for the affected item.

5.4 Shipping damage after risk of loss has passed may be subject to the carrier’s claim process. Ivora may reasonably assist Customer but does not assume carrier liability except as expressly stated in the Order.

6. DEFECTIVE HARDWARE

6.1 Acceptance under Section 3 does not eliminate Customer’s rights for a valid latent defect that could not reasonably have been discovered during the seven-day inspection period. Customer must report a suspected latent defect promptly after discovery and follow the troubleshooting and RMA procedures in the Ivora Limited Hardware Warranty.

6.2 A suspected manufacturing defect is handled under the Ivora Limited Hardware Warranty rather than as a convenience return. Customer may not deduct, charge back, withhold payment, or return Hardware without following the Warranty and RMA process. Ivora may repair, replace, or refund a covered defective item only as provided in the Limited Hardware Warranty.

7. PUBLIC OR FEE-BASED CHARGING REQUIREMENTS

7.1 Customer acknowledges that certain software or commercial functionalities may be subject to ongoing regulatory certification processes. The absence or pending status of specific commercial software certifications (including CTEP) does not constitute a product defect. Pending regulatory certifications shall not serve as grounds for order cancellation, shipment refusal, product returns, or payment chargebacks.

7.2 Customer is responsible for confirming all requirements applicable to its intended use before ordering and for selecting a compliant model and configuration.

8. RETURN PROCEDURE

8.1 To request a return based on a timely rejection under Section 3, a valid Warranty claim, or an exceptional return approved by Ivora, Customer shall provide the Order number, model, serial number, quantity, reason, condition, photographs, and any other information requested by Ivora.

8.2 If approved, Ivora will issue an RMA identifying the authorized products, return location—which may be an Ivora, Manufacturer, warehouse, or authorized service location—packaging and shipping instructions, allocation of freight responsibility, and expiration date. The item must be shipped within fifteen (15) calendar days after the RMA is issued unless Ivora approves an extension.

8.3 Customer is responsible for return freight, insurance, proper packaging, and risk of loss until Ivora receives the return, except when Ivora provides a prepaid label for an Ivora shipping error, a rightful rejection for which Ivora accepts responsibility, or another expressly approved reason.

8.4 Customer shall not ship freight collect, use an unauthorized carrier service, return an item to Ivora’s business office, or refuse delivery as a substitute for obtaining an RMA. Ivora may reject, store at Customer’s expense, or return an unauthorized shipment.

9. INSPECTION AND REFUNDS

9.1 Ivora, Manufacturer, or an authorized service provider may inspect returned Hardware after receipt and may test, photograph, inventory, and assess its condition. Ivora may reject an unauthorized return or reduce or deny a refund if the Hardware was installed, energized, used, altered, incompletely returned, damaged, inadequately packaged, or otherwise returned contrary to the RMA or this Policy.

9.2 Any refund approved by Ivora is ordinarily issued within fifteen (15) business days after Ivora receives and inspects the authorized return, to the original payment method or as otherwise agreed. Banking and payment-processor timing may cause additional delay.

9.3 Original shipping, expedited freight, delivery, customs, installation, commissioning, travel, payment-processing, subscription, site-selection platform, data-access, site-assessment, analytics, forecast, report, and other Service charges are non-refundable unless the charge resulted solely from Ivora’s confirmed error.

9.4 Taxes will be refunded only to the extent actually refundable and consistent with applicable tax requirements. Customer is responsible for obtaining any separate tax credit or adjustment not processed by Ivora.

9.5 If a return causes Customer to no longer qualify for a bundle, promotion, volume discount, or free item, Ivora may recalculate the retained items at the applicable price and deduct the difference from the refund.

10. SERVICES AND SUBSCRIPTIONS

10.1 Fees for commissioning, training, support, travel, configuration, activation, site-selection platform access, data access, site assessments, analytics, forecasts, reports, professional services, and other work already performed or delivered are non-refundable.

10.2 Subscription cancellation and renewal are governed by the Order and Ivora Sales and Services Terms and Conditions. Unless an Order expressly states otherwise, cancellation does not produce a refund or credit for the current prepaid term.

10.3 If Customer terminates an affected Service solely because of Ivora’s uncured material breach, Customer’s exclusive refund remedy is the prorated amount paid for the affected prepaid Service after the effective termination date, as provided in the Sales and Services Terms.

11. CHARGEBACKS AND PAYMENT DISPUTES

11.1 Customer shall contact Ivora and use the applicable return, Warranty, or dispute process before initiating a payment chargeback. An unauthorized chargeback does not cancel the Agreement or Customer’s payment obligations.

11.2 Ivora may provide the Order, acceptance record, shipment confirmation, communications, RMA records, and other transaction information to the payment processor or financial institution to respond to a dispute.

12. CONTACT AND REQUIRED DISCLOSURES

Legal seller name: Ivora Solutions Inc.

Hardware manufacturer (Renova-branded Hardware): Renova Electronics Inc. Customer returns must be authorized and administered by Ivora unless an RMA expressly directs otherwise.

Business street address: 250 W Santa Fe Ave, Unit 318, Fullerton, CA 92832

Returns email: contact@ivoracharge.com

Support telephone: (608) 395-5374

Return Policy URL: https://ivoracharge.com/legal/returns

12.1 The return shipping address will be provided only in an approved RMA and may differ from Ivora’s business address.

12.2 Ivora may update this Policy prospectively. The version presented with and accepted for an Order governs that Order unless the parties agree otherwise in writing.