Return And Refund Policy

Last updated: September 2026

We supply Altera FPGA, CPLD, SoC FPGA and configuration devices to business customers. Because most of what we ship is moisture-sensitive or program-sensitive, returns have to be handled in a controlled way. This policy sets out the reporting window, the authorisation step, what we can and cannot take back, and how a credit or a replacement is issued. It should be read together with our Shipping Policy and our Terms and Conditions.

1. General Return Policy

Every return starts with a conversation. Tell us what arrived and what you expected, and we will confirm whether the goods qualify before anything is shipped back to us.

1.1 Return Eligibility

To be accepted, a return must meet all of the following:

• the discrepancy was reported to us within 14 days of delivery;
• a return authorisation number has been issued by our desk before the goods are sent back;
• the parts are unused, uninstalled and have not been soldered, programmed or re-reeled;
• the parts are returned in their original, unreopened ESD packaging, with the original labelling wherever it is still available;
• the return authorisation number is written on the outside of the shipping carton.

The 14-day window runs from the delivery date recorded by the carrier, not from the date the goods are unpacked on your line.

1.2 Items We Cannot Accept

Some goods cannot be taken back under any circumstances, because once they leave controlled packaging we have no way to establish their history:

• parts that have been soldered, reflowed, socketed or otherwise installed;
• parts that have been programmed, flashed or had configuration data written to them;
• parts that have been re-reeled, re-taped or transferred out of their original packaging;
• parts damaged by handling, storage outside the specified conditions, or improper ESD practice;
• cut lengths, partial reels and goods ordered against a customer-specific or non-cancellable commitment;
• goods returned without a return authorisation number.

Unauthorised returns are refused at the receiving dock and sent back at the sender's cost.

1.3 Return Window

Report the discrepancy within 14 days of delivery. Once we have issued a return authorisation, the goods must reach us within 21 days of that issue date. After that the authorisation lapses and a new one has to be requested.

2. How To Start A Return

The process has four steps. Do not ship anything before step two is complete.

Step 1: Contact The Desk

Write to [email protected] or call +852 63075844 with the order reference, the manufacturer part number, the quantity affected and a short description of the problem. Photographs of the packaging, the reel label and the parts themselves help us move faster, particularly where damage is visible.

Step 2: Return Authorisation

We review the report and, if the goods qualify, issue a return authorisation number together with the return address and any packing instructions specific to the part. The number is valid for 21 days. Goods shipped without it cannot be traced back to your case and will be refused.

Step 3: Ship The Goods Back

Pack the parts as they were received, in the original ESD packaging, inside a rigid outer carton with the return authorisation number visible on the outside. Use a tracked service and keep the tracking reference. Unless we have agreed otherwise in writing, return freight is arranged by the customer.

Step 4: Inspection And Processing

On arrival the goods are checked against the original dispatch records: quantity, part markings, packaging condition and the reason given in the report. We aim to complete the inspection and confirm the outcome within five working days of receipt. If the goods do not match the condition described, we will tell you what we found before closing the case.

3. Refunds

3.1 When A Refund Applies

A refund or credit is issued where the goods were supplied in error, arrived damaged, or do not correspond to the part number and quantity on the order confirmation. Where the fault is ours, you choose between a replacement from stock and a full credit. Where the return is a change of mind on correctly supplied stock, we accept it at our discretion, subject to a restocking charge and return freight at your cost.

3.2 How The Amount Is Calculated

Where the fault is ours, the credit covers the full invoiced value of the affected parts. Freight that we arranged for the original shipment is credited as well. Where the return is a change of mind, the credit is the invoiced value of the parts less the restocking charge; original freight is not credited and the cost of getting the goods back to us sits with the customer.

3.3 Method And Timing

Credits are issued against the original payment route wherever that is practical, or as a credit note on account where it is not. We process the credit once the inspection is closed and the outcome confirmed. Banking and settlement times on the receiving side are outside our control. Nothing in this section affects any statutory rights you may have.

4. Exchanges And Replacements

Where a replacement is the outcome you prefer and the part is in stock, we reserve it as soon as the return authorisation is issued and dispatch it once the originals are received and inspected. If we do not hold the part, we will tell you the realistic lead time, or issue a credit instead if you would rather source elsewhere. Replacements ship under the same commercial terms as the original order.

5. Warranty Claims

5.1 Manufacturer Warranty

Parts carry the warranty offered by the manufacturer of that part. We do not add a separate warranty of our own and we do not shorten what the manufacturer provides. Our role is to pass the manufacturer's coverage through to you and to handle the claim on your behalf.

5.2 Making A Claim

Contact the desk with the order reference, the part number, the date code or lot where it is visible, and a description of the failure including how and where the part was used. We open the claim with the manufacturer, follow it through their process, and come back to you with the outcome. Where the manufacturer requires the parts to be returned for analysis, we will coordinate the shipment and tell you what the analysis is expected to cover.

5.3 What Warranty Does Not Cover

Manufacturer warranty does not extend to failures caused by use outside the published datasheet conditions, damage during assembly or rework, damage from improper ESD handling or storage, parts used in a design they were not specified for, or parts that have been altered, remarked or reprogrammed after delivery.

6. Damaged Or Lost Shipments

6.1 Damaged On Arrival

If a carton arrives visibly damaged, note it on the carrier's delivery record before signing and photograph the carton and its contents. Report it to us within the 14-day window so we can raise the matter with the carrier while the evidence is fresh. Do not install parts from a compromised carton. Doing so removes them from the return process.

6.2 Lost In Transit

If tracking stops moving or the shipment is recorded as delivered but nothing arrived, tell us as soon as you notice. We open a trace with the carrier, and if the goods cannot be located we replace them from stock or issue a credit, depending on the outcome of the carrier's investigation and on the shipping terms recorded on the order.

7. Cancellations

7.1 Before Dispatch

You may cancel an order at any time before it is dispatched, at no charge. Tell us by email or phone and we will confirm the cancellation in writing. Orders that have already been picked and packed but not yet handed to the carrier are cancelled free of charge as well.

7.2 After Dispatch

Once the goods are in transit the order cannot be cancelled. The return process in sections 1 to 3 applies instead, including the packaging requirements and the reporting window measured from delivery. Where a part was ordered against a non-cancellable manufacturer commitment, we will tell you at the time of order and cancellation may not be possible.

8. Disputes

If you disagree with the outcome of an inspection or a warranty decision, tell us in writing with the grounds for the disagreement. We will review the case with the person who handled it and reply with our position. Where the disagreement concerns a manufacturer's analysis, we will share what the manufacturer has provided to us and pass your response back to them. We would rather resolve a genuine disagreement directly than leave it open.

9. Contact Us

Returns, authorisations and warranty claims are handled by the same desk. Use one of the routes below and quote your order reference.

• Email: [email protected]
• Phone: +852 63075844
• Post: Room 5 28 Floor Ho King Commercial Centre 2-16 Fa Yuen Street Mongkok Kowloon 999077 HongKong
• Business Hours: Monday to Friday, 09:00-18:00 HKT