WARRANTY POLICY – BUSINESS CUSTOMERS
Version: 1.0
Published: 21 October 2026
Effective from: 21 October 2026
1. ABOUT THIS WARRANTY POLICY
This Warranty Policy explains how INNAVISTA LTD (“INNAVISTA”, “we”, “us” or “our”) handles warranty claims for servers, components and related equipment (“Products”) supplied to business customers (“Customer”, “you”).
INNAVISTA LTD is a company registered in England and Wales under company number 17318687, with its registered office at 66 Paul Street, London, England, EC2A 4NA, United Kingdom.
This policy applies to business-to-business sales only. It covers Products with a material fault. If a Product is not faulty and you would like to return it, please contact us before sending anything back so that we can confirm whether a return is possible.
This policy should be read together with our Delivery Fees page and the terms set out in your quote.
2. MANUFACTURER WARRANTY AND INNAVISTA WARRANTY
Some new Products are supplied with a manufacturer’s warranty. These Products are ordered against the manufacturer’s part number through an authorised distribution channel, and your invoice will show that a manufacturer’s warranty applies. For these Products, the manufacturer’s warranty terms and claim procedure apply, and the warranty periods and claim procedure in this policy do not.
All other Products, including refurbished servers and components, are covered by the INNAVISTA warranty described in this policy, unless your invoice or quote states otherwise.
The manufacturer’s warranty and the INNAVISTA warranty are separate and do not run at the same time for the same Product.
If you need help finding manufacturer warranty information or making a claim with a manufacturer, contact us at support@innavista.com and we will use reasonable efforts to assist.
All warranty commitments are personal to the original purchaser and cannot be transferred unless we agree this in writing.
3. WARRANTY PERIODS
The warranty period depends on the type of Product, your customer category and whether an extended warranty has been purchased. Extended warranty is available on request and will be shown in your quote.
3.1 END USERS
Businesses buying Products for their own use.
Configured servers - Standard: 1 year. Extended: up to 3 years.
Components and spare parts - Standard: 90 days. Extended: up to 1 year.
3.2 TRADE CUSTOMERS
Resellers, IT service providers and other businesses buying Products to resell or supply to their own clients.
Configured servers - Standard: 90 days. Extended: up to 1 year.
Components and spare parts - Standard: 90 days. Extended: up to 1 year.
3.3 START OF THE WARRANTY PERIOD
The warranty period starts on the date the Product is delivered. We use the delivery date recorded by our courier, unless you provide reasonable evidence of a later delivery date.
4. BEFORE MAKING A CLAIM
If you believe a Product has a fault, we recommend contacting us first for a technical consultation. In many cases we can help diagnose and resolve the issue remotely, or confirm that a warranty claim should be raised.
Each warranty claim includes up to 30 minutes of free technical consultation during our business hours, Monday to Friday, 9 am to 5.30 pm, excluding UK bank holidays. Additional consultation time may be charged at our standard rates, which we will confirm before any charge is made.
If the claim is later accepted, any consultation fees paid for that Product will be refunded in full.
5. HOW TO MAKE A WARRANTY CLAIM
To make a claim, email support@innavista.com before the warranty period ends. Claims received after the warranty period has ended may not be accepted. Please include:
your order or invoice number;
the model and serial number of the affected Product;
a clear description of the fault and any error messages; and
diagnostic logs where available, for example from iDRAC, iLO or XClarity.
We will reply with a Return Merchandise Authorisation (RMA) number and return instructions. Please do not send any Product without an RMA number.
If your claim is made within the warranty period, includes an adequate description of the fault, and you have followed any troubleshooting steps we recommended, we will arrange and pay for collection of the Product within the UK mainland.
Arranging collection does not mean that the claim has been accepted. If you choose to send the Product to us yourself rather than use the collection we arrange, you are responsible for the risk of loss or damage in transit.
We will confirm by email when we receive the Product. We aim to assess claims within 10 business days of receipt and may ask you for further information. Please respond promptly to avoid delays.
6. ADVANCE REPLACEMENT
Advance replacement is available to customers with an approved credit account. Approval is given at our discretion and may be withdrawn at any time with notice.
Where approved, we may send a replacement Product before we assess the original Product, subject to stock availability. Advance replacement is not a guaranteed service level, and we do not commit to specific stock availability or delivery times. For configured servers, we may send the faulty component rather than a complete system.
When stock is confirmed, we raise a sales order for the replacement at the price of the original Product. No invoice is issued at the time of shipment.
If the claim is accepted, the order is cancelled and there is no charge.
If the original Product is not returned within 14 days of the replacement being shipped, the replacement will be invoiced in full. We may confirm that a return is not required where the value of the Product does not justify the cost of collection.
If the claim is not accepted, the replacement will be invoiced, and we will discuss the options available for the original Product.
A replacement Product carries the remaining warranty period of the original Product and does not start a new warranty period.
7. WHEN A CLAIM IS ACCEPTED
If we accept your claim, we will confirm this in writing by email. We will then:
refund any consultation fees charged for that Product; and
tell you which remedy we will provide, which may be:
repair of the Product, where practical;
replacement with the same Product or one of equivalent or better specification; or
a credit note for the original purchase price.
Repaired or replacement Products continue to be covered for the remainder of the original warranty period.
8. WHAT IS NOT COVERED
A warranty claim will not be accepted where:
the Product has been improperly installed or configured;
the Product has been used outside the manufacturer’s recommended environmental conditions, including temperature, humidity, power and voltage;
the Product has been modified, repaired or upgraded by anyone other than INNAVISTA or its approved partners;
the fault is caused by physical damage, liquid damage, power surges, accidents, misuse or neglect;
the damage is cosmetic and does not affect how the Product works;
serial numbers or warranty labels have been removed or altered;
you cannot show that the Product was purchased from INNAVISTA; or
inspection reveals incompatible, non-genuine or counterfeit components or consumables.
The INNAVISTA warranty does not cover software, operating systems, licences, configuration, or manufacturer-supplied firmware updates and patches.
9. WHEN A CLAIM IS NOT ACCEPTED
We will tell you the outcome of our assessment by email. If a claim is not accepted, including where no fault is found, we may charge a return fee to cover the cost of collecting and returning the Product, including insurance. We will send you a quote for these costs and ask you to confirm before we proceed.
For customers with a credit account, these charges may be added to the account. For other customers, the Product will be returned once the charges have been paid.
If you decline the return of the Product, or do not respond to our quote within one month, you authorise us to dispose of the Product responsibly, in line with applicable waste electrical and electronic equipment (WEEE) regulations.
10. DATA PROTECTION
We do not act as a data processor for any data stored on returned Products. You must back up and remove all data from a Product before returning it.
We assume that returned Products contain no user data and accept no liability for any loss of data resulting from testing or work carried out by us. Storage devices that remain with us are erased in line with the NIST SP 800-88 standard.
11. ON-SITE SUPPORT
On-site engineer visits are not included in the standard warranty. They can be arranged under a separate support agreement.
12. GENERAL
Our total liability under this warranty is limited to the price paid for the affected Product.
Nothing in this policy limits any liability that cannot be limited under applicable law.
This policy forms part of our terms of sale and is governed by the laws of England and Wales.
13. CONTACT US
If you have any questions about this Warranty Policy, please contact us:
INNAVISTA LTD
66 Paul Street, London, England, EC2A 4NA, United Kingdom
Email: support@innavista.com
Phone: +44 7893 930949