Refund, Return and Shipping Policy

This Policy applies to products and services purchased directly from DEXA POS AI LLC unless a signed order form, quote, invoice, warranty, promotional offer, or other written agreement states different terms. DEXA may serve merchants throughout the United States. Refund, return, warranty, and shipping rights may vary where applicable federal, state, or local law requires a different result.

1. General Refund Policy

All sales are final. DEXA generally does not provide refunds, returns, or credits after products or services have been purchased, activated, configured, installed, performed, or delivered. DEXA may consider exceptions in limited or extenuating circumstances on a case-by-case basis. Any exception is discretionary and does not create an obligation to provide the same exception in the future. Nothing in this Policy limits any right or remedy that cannot lawfully be waived under applicable federal, state, or local law.

2. Hardware — Final Sale

Hardware purchases are final sale and are generally non-refundable and non-returnable. POS equipment may be ordered, configured, programmed, provisioned, paired, or otherwise prepared for a particular merchant. DEXA therefore does not ordinarily accept hardware returns due to change of mind, cancellation of service, business closure, or a merchant decision not to use the equipment. A hardware return, exchange, credit, or refund will be considered only when DEXA expressly authorizes it in writing, an applicable written agreement provides otherwise, or applicable law requires a different result.

No hardware may be returned without prior written authorization from DEXA. Unauthorized returns may be refused. If DEXA authorizes a return in an exceptional circumstance, the return may be subject to conditions communicated in writing, including required packaging, accessories, condition requirements, return shipping, restocking, missing-item, damage, or other reasonable charges where permitted by law.

3. Damaged, Defective, or Incorrect Hardware

If hardware arrives damaged, appears defective, or is materially different from the approved order, the merchant should contact DEXA promptly at support@dexaposai.com. DEXA may request photographs, serial numbers, packaging, diagnostic information, or other information needed to evaluate the issue.

Depending on the circumstances, applicable warranty, and product, DEXA may provide troubleshooting, repair, replacement, exchange, return authorization, account credit, or another appropriate remedy. A hardware problem does not automatically entitle the merchant to a monetary refund.

4. Software and Subscription Services

Software subscription and recurring service fees are generally non-refundable once the applicable billing period has begun or the service has been activated, except where required by applicable law or expressly agreed to in writing by DEXA. Cancellation stops future billing in accordance with the applicable cancellation terms but does not automatically entitle the merchant to a prorated refund or credit for amounts already paid.

5. Installation, Onboarding, Configuration, and Professional Services

Fees for services that have already been performed or substantially completed are non-refundable unless DEXA expressly agrees otherwise or applicable law requires a different result. These services may include installation, onboarding, menu setup, data entry, programming, configuration, training, migration assistance, or other professional services.

6. Exceptional Circumstances

DEXA may review unusual circumstances on a case-by-case basis. At DEXA's discretion and subject to applicable law, DEXA may approve a refund, return, exchange, replacement, or account credit. An exception in one instance does not change this Policy or create a right to the same exception in another instance.

7. Third-Party Charges

Charges imposed directly by independent third parties are subject to the applicable third party's terms. DEXA cannot guarantee refunds of processor fees, telecommunications charges, delivery-platform fees, third-party subscriptions, carrier charges, or other amounts collected directly by another provider.

8. Shipping and Order Processing

Physical product orders are processed based on availability, order approval, payment status, configuration or programming requirements, and other order conditions. Some equipment may require preparation before shipment. Any shipping or delivery date provided by DEXA is an estimate unless DEXA expressly guarantees a date in writing.

9. Shipping Charges

Shipping charges, if any, will be stated in the applicable quote, invoice, or order documentation or otherwise communicated before fulfillment. Expedited shipping may be available when offered and may involve additional charges.

10. Delivery

Products will be shipped to the address provided by the merchant. The merchant is responsible for providing complete and accurate shipping information and for ensuring that the delivery location can securely receive the shipment. DEXA is not responsible for delay, misdelivery, or loss caused by inaccurate or incomplete information supplied by the merchant.

11. Tracking and Delivery Delays

Tracking information may be provided when available. Delivery may be affected by carrier delays, weather, holidays, manufacturer or supply issues, transportation interruptions, governmental action, natural disasters, or other circumstances outside DEXA's reasonable control. DEXA does not guarantee carrier performance or delivery timing unless expressly agreed in writing.

12. Lost, Missing, or Damaged Shipments

Merchants should notify DEXA promptly if a shipment appears lost, arrives visibly damaged, contains incorrect equipment, or is missing items. DEXA may require documentation necessary to investigate with the carrier, supplier, or manufacturer. Any remedy will depend on the circumstances, applicable carrier or supplier rules, and any written agreement or warranty.

13. International Shipping

International shipping, if offered, may be subject to customs requirements, import restrictions, duties, taxes, brokerage charges, and local regulations. Unless DEXA expressly agrees otherwise in writing, the recipient is responsible for applicable import duties, taxes, customs charges, and regulatory requirements.