Return, Cancellation & RMA Policy

Warranty and Defective Products

MEHS hardware products are covered against defects in materials and workmanship during the applicable warranty period, subject to the warranty terms provided with the product or purchase agreement.

If a product develops a manufacturing defect during the applicable warranty period, we may, at our discretion:

• Repair the product
• Replace the product or affected component
• Exchange the defective component
• Provide another appropriate remedy in accordance with the applicable warranty terms

Warranty claims are subject to product inspection and verification.

Damage resulting from misuse, improper installation, unauthorised modification, accident, environmental conditions, negligence or use contrary to the product documentation may not be covered under the standard warranty.

How to Request an RMA

To initiate a return, repair or replacement request, customers should register an RMA (Return Merchandise Authorisation) request through our authorised support channel or RMA portal.

The request may require:

• Product name and model
• Serial number
• Invoice or proof of purchase
• Description of the issue
• Installation and usage details, where relevant
• Photographs, videos or diagnostic information, where required

Our service team will review the request and provide further instructions regarding inspection, return shipment, repair or replacement.

RMA Portal: https://servico.mantratecapp.com/MasterForms/RMARequestTerms.aspx?_gl=1*yqrhtm*_gcl_au*MTYwNTc1NDAyLjE3ODU3NTUzOTE.

Shipping and Return Logistics

For standard warranty repairs or returns, customers are responsible for shipping the product to the designated Mantra service centre unless otherwise agreed under the applicable warranty or service contract.

Where the customer has an active on-site service contract, extended warranty or other applicable service arrangement, Mantra may coordinate reverse logistics or provide on-site technical support in accordance with the applicable agreement.

Customers should not ship a product to Mantra without an approved RMA or instructions from the authorised support team.

Change of Mind and General Returns

MEHS provides enterprise-grade security hardware, software and integrated solutions that may be configured or supplied specifically for a customer’s requirements.

Accordingly, returns or exchanges solely due to change of mind, preference or general dissatisfaction are generally not accepted, unless otherwise agreed in writing or where the product is defective or does not conform to the applicable order or contractual terms.

Products supplied as part of a customised solution, configured deployment or project-specific requirement may be subject to additional non-returnable or cancellation conditions specified in the relevant commercial agreement.

Order Cancellation

Order cancellation depends on the nature and stage of the order.

Standard Products

Orders for standard, readily available hardware may be cancelled before shipment, subject to the applicable purchase terms.

Once an order has been dispatched, cancellation may no longer be possible and the applicable return/RMA conditions will apply.

Custom or Project Orders

Orders involving customised hardware, firmware, software configuration, project-specific engineering, dedicated production batches or other committed resources may have different cancellation conditions.

Cancellation of such orders will be governed by the applicable quotation, purchase order, agreement or commercial terms.

Where cancellation results in costs already incurred for procurement, production, configuration, engineering or other committed services, applicable cancellation charges may apply.

Refunds

Where a refund is approved, it will be processed in accordance with the applicable commercial terms and, where applicable, returned through the original payment method.

The refund amount may be adjusted for:

• Applicable payment processing charges
• Shipping or logistics costs already incurred
• Approved cancellation charges
• Other non-refundable costs expressly agreed in the applicable order or contract

For returned hardware, the product may be inspected before a refund is approved.

Where applicable, returned products should be accompanied by the original invoice and supplied with the original accessories and packaging.

Approved refunds will normally be processed within 5–7 business days after approval, subject to the payment provider and banking timelines.

Products Purchased Through Partners

If you purchased an MEHS product through an authorised distributor, system integrator, reseller or other channel partner, please contact the organisation from which you purchased the product for return or commercial cancellation requests.

Warranty and technical support may be provided by Mantra in accordance with the applicable warranty and service arrangements.

The commercial terms between the customer and the channel partner may differ from this Policy.

Software and Services

Software licences, subscriptions, implementation services, professional services, installation, integration and other non-hardware services may be subject to separate commercial, licensing or service agreements.

Unless expressly stated otherwise in those agreements, such services are not treated as physical product returns.

Contact Us

For questions regarding returns, cancellations, warranty or RMA requests, please contact: