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Refund and return policy

Last Updated: 2025

This Refund & Return Policy applies to purchases of FPGA hardware, software, and related services provided by SystemHighway APS–Denmark (“we”, “our”, “us”).
By purchasing from us, you agree to the terms described below.

1. 14-Day Return Policy (EU Consumer Law)

In accordance with EU regulations, customers may request a return within 14 days of receiving their order.

To qualify for a return:

  • The product must be unused

  • Must not have been powered on

  • Must not have been installed in any system

  • Must be returned in its original packaging

  • Must include all accessories and components

Because FPGA cards are sensitive electronic devices, any signs of use—including powering on—will disqualify the product from return.

2. Hardware Returns (FPGA Cards)

FPGA hardware must be returned in the same condition as received.

We cannot accept returns if the hardware:

  • Has been powered on

  • Shows signs of soldering, modification, or mechanical damage

  • Exhibits electrical overstress, ESD damage, or misuse

  • Is missing accessories or packaging

If inspection shows damage caused by improper handling, we may refuse the refund or issue a partial refund.

3. Software Products (Supporting Tools, Drivers, Utilities)

Our hardware may include supporting software such as drivers, utilities, configuration tools, or activation files.

Since these are functional tools rather than high-value standalone software, refunds follow the rules below:

3.1 Eligible for Refund

Software may be refunded if:

  • It has not been downloaded

  • It has not been activated

  • No license key has been issued

3.2 Not Eligible for Refund

Software cannot be refunded if:

  • The download link was accessed

  • The activation key was issued

  • The software has been installed or used

3.3 Defective Software

If the software contains a verifiable defect that cannot be corrected, we will offer:

  • A replacement version, or

  • A refund

depending on the situation.

4. Hardware + Software Bundles

For bundled purchases:

  • Hardware may be returned according to Sections 1 and 2

  • Software fees are non-refundable once delivered or activated

Refunds for bundles will be adjusted by deducting the value of the software component.

5. DOA (Dead on Arrival) or Defective Hardware

If your FPGA hardware arrives damaged or non-functional:

  • Contact us within 7 days of delivery

  • Provide photos, videos, or diagnostic information

We will offer, based on evaluation:

  • Replacement

  • Repair

  • Or refund

Shipping instructions will be provided as necessary.

6. Order Cancellations

Orders may be canceled only if:

  • Hardware has not yet shipped

  • Software licenses have not yet been issued

Once hardware is shipped or software is delivered, cancellations are no longer possible.

7. Return Shipping

For non-defective returns:

  • Customers are responsible for return shipping costs

  • Original shipping fees are non-refundable

  • Customers must package items securely to prevent transit damage

We are not responsible for damage or loss during return shipment.

8. Refund Processing Time

If a refund is approved:

  • Refunds will be issued to the original payment method

  • Processing typically takes 5–14 business days

If only part of an order is refundable (e.g., bundles), refunds will be prorated accordingly.

9. Non-Refundable Items

The following items are non-refundable:

  • Activated or downloaded software

  • FPGA hardware that has been powered on or used

  • Custom or made-to-order products

  • Completed services or labor hours

  • Discounted or clearance items unless defective

10. Customer Technical Skill & Development Environment Clause

SystemHighway APS–Denmark is not responsible for customer technical limitations, lack of experience, or inability to operate third-party FPGA development tools.

This includes, but is not limited to:

  • Xilinx / AMD Vivado, Vitis, HLS, XDMA tools

  • Intel / Altera Quartus Prime, Platform Designer, Nios II tools

  • Modelsim / QuestaSim and other simulation tools

  • PCIe drivers, DMA frameworks, IP configuration utilities

  • Any other third-party toolchains or development environments

Refunds or returns will not be granted for issues caused by:

  • Inability to install or use vendor software

  • Lack of FPGA development experience

  • Incorrect project configuration or build settings

  • Compilation errors, timing violations, or design integration issues

  • Misuse of simulation tools, IP cores, or driver frameworks

  • Any issue unrelated to hardware defects

Refunds are only applicable when the hardware itself is defective, not when a customer is unable to use external development environments.

We may provide general guidance, but training or teaching development tools is not included in the purchase.

11. Chargebacks

Customers agree to contact us before initiating a chargeback to allow us an opportunity to resolve the issue directly.

Fraudulent or unjustified chargebacks may result in account suspension or legal action.

Terms & services

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