Refund policy

Last updated: April 14, 2026

This Refund Policy governs all transactions made through bray-ct.com. BRAY-CT supplies B2B telecommunications infrastructure components. Due to the made-to-order and custom nature of our products, our refund and return terms differ from those of consumer retail stores.

1. General Principle

BRAY-CT is committed to delivering products that conform to the agreed specification, quantity, and quality standard stated in your purchase order and proforma invoice. Where goods do not conform, we will resolve the issue through replacement, credit, or refund as set out below.

2. Eligibility for Returns & Claims

2.1 Defective or Non-Conforming Goods

You are entitled to raise a claim if:

  • Products are dead on arrival (DOA) — non-functional upon receipt

  • Products have manufacturing defects not caused by shipping damage or misuse

  • Products do not match the agreed specification (wrong port count, wrong connector type, wrong colour, etc.)

  • The quantity shipped is less than the quantity invoiced

2.2 Exclusions

The following are not eligible for return or refund:

  • Products damaged due to improper installation, misuse, or physical impact after delivery

  • Products where the original packaging has been destroyed and there is no evidence of defect

  • Custom / OEM orders (private-label, custom colour, custom engraving) once production has commenced — unless the defect is a manufacturing error

  • Sample orders — samples are shipped for evaluation and are non-returnable unless DOA

  • Goods returned without prior written authorisation (RMA) from BRAY-CT

  • Claims submitted more than 30 days after the delivery date

3. How to Raise a Claim

To initiate a claim, contact us at sales@bray-ct.com within 30 days of delivery and include:

  1. Your order number / invoice number

  2. A description of the defect or discrepancy

  3. Clear photographs or video showing the defect, product labels, and packaging

  4. The quantity affected

BRAY-CT will acknowledge your claim within 2 business days and provide a resolution proposal within 5 business days.

4. Resolution Options

Depending on the nature and scale of the defect, BRAY-CT will offer one or more of the following:

Situation Resolution
DOA or manufacturing defect Replacement shipment at BRAY-CT's cost (preferred) or store credit
Wrong product shipped Replacement at BRAY-CT's cost; return of wrong goods arranged by BRAY-CT
Short shipment Remaining quantity shipped at no extra charge
Confirmed large-scale quality failure Partial or full refund to original payment method

Refunds, where agreed, are processed within 10 business days of final confirmation and returned via the original payment method (T/T wire transfer to the buyer's account).

5. Return Merchandise Authorisation (RMA)

No goods should be returned without a written RMA number issued by BRAY-CT. Unauthorised returns will not be accepted or processed.

Once an RMA is issued:

  • Return shipping costs are borne by BRAY-CT for defective goods claims

  • Return shipping costs are borne by the buyer for buyer-error returns (wrong spec ordered)

  • Goods must be returned in original or equivalent protective packaging

6. Warranty

Standard BRAY-CT products carry a 12-month warranty from the date of delivery against manufacturing defects under normal use conditions. OEM / private-label products carry the same warranty unless otherwise agreed in writing.

The warranty does not cover:

  • Physical damage, water ingress (for non-IP-rated products), or UV degradation (for indoor products installed outdoors)

  • Modifications made by the buyer or third parties

  • Normal wear and tear

7. Order Cancellation

  • Before production begins: Orders may be cancelled with a full refund of any deposit paid, provided written notice is received before production commencement.

  • After production begins: Cancellation is subject to a cancellation fee equal to the costs incurred (materials, tooling, labour). The remaining deposit balance, if any, will be refunded.

  • OEM / custom orders: Once artwork and samples are approved and mass production has begun, cancellations are not accepted.

8. Contact

For all return, refund, or warranty enquiries:

BRAY-CT — After-Sales Support
Email: sales@bray-ct.com
Website: https://bray-ct.com