This Fulfilment Policy (“Fulfilment Policy”) sets forth the procedures and terms that govern the processing, shipping, cancellation, return, and refund of orders placed for Firemane’s Products and Services through our online retail platform. By placing an order with Firemane, you agree to comply with the following:

1. Order Processing and Payment

1.1 Order Acceptance:

All orders submitted through our online platform become effective once Firemane issues an acceptance confirmation. Payment must be made in full and in the currency stated on the checkout invoice in accordance with our Payment Terms.

1.2 Order Processing:

Firemane will process your order once payment has been confirmed. Should payment confirmation be delayed, the delivery due date will be adjusted accordingly, but no delays shall allow a customer to cancel or postpone their payment obligations.

2. Shipping and Delivery

2.1 Shipping Method:

Firemane ships orders using its standard shipping method through a designated carrier. If you wish to use an alternative carrier, please notify us in writing; however, additional charges may apply.

2.2 Estimated Delivery Times:

Delivery times provided on our website are estimates only. Firemane is not liable for delays due to factors beyond its reasonable control, such as carrier delays, customs processing, or adverse weather conditions.

2.3 Export and Shipping Restrictions:

Firemane does not ship to:

• Sanctioned/embargoed countries (e.g., per U.S. export controls or other applicable jurisdictions).

• Restricted end-users (e.g., entities on government watchlists).

• Parties involved in nuclear, chemical/biological weapons, or military drone applications.

Additionally, you agree that Products, Services, or Software shall not be exported, re-exported, or transferred without the necessary government authorization.

3. Refund Policy

Refunds are permitted only under the following circumstances:

a) Software Warranty Claims

• Refunds apply only if Firemane expressly states in the quotation or invoice that the software is covered by a warranty.

• If the software fails to perform as documented during the warranty period:

• Firemane will notify the manufacturer to resolve the defect.

• If unresolved, a refund for the software/license fee may be issued only if the manufacturer permits it.

b) Intellectual Property (IP) Infringement

• If a court or legal counsel determines that Firemane’s product infringes third-party IP rights, Firemane will:

• Procure your right to continue using the product,

• Modify/replace it to avoid infringement (compensating direct losses), or

• Refund the pro-rata price if remediation is impossible.

c) Case-by-Case Requests

• Refunds for other reasons require written approval from Firemane.

• Products must be returned for inspection. Refunds are processed only if claims are validated.

• All discretionary refunds are final and non-negotiable.

4. Return Policy

4.1 Return Eligibility:

Returns of Products are permitted only in the following cases:

1. Service Returns: POS devices within 30 days of shipment (subject to inspection and restocking fees).

• New equipment: 25% restocking fee.

• Refurbished equipment: $20 restocking fee.

• Non-returnable: Supplies, cables, and accessories.

2. Warranty/Grace Period Returns: All new and refurbished POS equipment are guaranteed to be fully functional for thirty (30) calendar days from the shipment date (“Grace Period”).

• Replacements for defective devices within 30 days of shipment or within warranty period

• Customer must return the device using Firemane’s prepaid call tag.

3. Recall Returns: Products subject to a recall initiated by Firemane will be accepted in accordance with the recall notice.

4.2 Return Procedure:

Before returning any Product, you must obtain a Return Merchandise Authorization (RMA) number by contacting Firemane at returns@firemane.com. To receive an RMA number, you must provide:

• Proof of purchase (e.g., original invoice or order reference)

• A detailed explanation of the reason for return (including information about defects, damage, or issues)

• The serial number or unique identifier of the Product

Once the RMA is issued, please ensure the Product is securely packaged with all original accessories and documentation, and the RMA number is clearly displayed on the packaging.

4.3 Return Shipping:

If the return is due to a defect covered by warranty or an error attributable to Firemane, Firemane will cover the shipping costs for both the outbound and return transit. If the return is not covered under warranty or is deemed invalid, you will be responsible for all associated shipping and handling charges. In certain cases, additional fees (e.g., diagnostic or restocking fees) may apply.

4.4 Inspection and Refund Processing:

Upon receipt, Firemane will inspect the returned Product. If the return is accepted, the refund will be processed in accordance with the original payment method. Note that the refund amount shall not exceed the original purchase price of the Product.

4.5 Processing Time:

• Warranty claims: ~10 business days.

• Non-warranty claims: ~30 business days.

5. Cancellation Policy

5.1 General Cancellation Terms:

Unless Firemane agrees in writing, orders for Products or Services may not be cancelled on or after the order is placed by customer except where Firemane breaches its obligations under these terms. In case of backordering, Firemane will delay the shipment to you after notifying you in writing about the estimated length of delay. In such a situation, you may be able to cancel your order if you request to do so in writing to Firemane.

5.2 Customer Cancellation Fee:

If you request or cause a cancellation of an order, you shall be liable for a cancellation fee equal to the full Price of the cancelled Products or Services as if the cancellation had not occurred.

5.6 Returns Deemed as Cancellation:

Firemane reserves the right to deem any return of Products for reasons not permitted under this Fulfillment Policy as a cancellation by you, thereby triggering the cancellation fee provisions.

6. Product Warranties

6.1 Grace Period Coverage

If a product arrives damaged or defective, the customer must notify Firemane within the Grace Period receipt to request a replacement. Firemane will issue a replacement unit at no cost if the defect is confirmed.

6.2   Third-Party Warranties

Firemane does not handle warranty claims directly unless it is expressly stated that Firemane is the party providing such warranty. Products or Services provided by Firemane may originate from or be manufactured by third parties. The entire extent of the warranty provided by Firemane to Customer for such equipment is limited to Firemane providing reasonable assistance to Customer in respect of Customer’s warranty claims against such third party to the extent it is transferable or able to operate on a back-to-back basis as between that third party, Firemane and Customer.

6.3    Firemane Warranties

To claim warranty, Customer must notify Firemane of the defect within thirty (30) days of its discovery and promptly return the Product to the location designated by Firemane at Customer’s cost. Firemane is not liable to Customer for any warranty unless Firemane received Customer’s notice prior to expiry of the Warranty Period and Firemane confirms in writing that a defect exists. For avoidance of doubt, no warranty shall apply to any consumable supplies provided by Firemane.

Please see 4.1 above for more details.

6.4   Liabilities and Exclusions

Firemane’s liability for returns/repairs is limited to the product’s original purchase price.

Firemane is not responsible for damage caused by improper handling, installation, or use outside of the manufacturer’s specifications.

7. General

7.1 Customer Inquiries:

For any questions regarding our Fulfillment Policy, please contact our customer service team at cs@firemane.com. We are committed to providing clear and timely support.

7.3 Updates to the Policy:

Firemane may update this Fulfillment Policy from time to time. We will notify customers of any material changes via our website or email. Your continued use of our website and services constitutes acceptance of any such changes.