​At ImperialAT, we are committed to providing high-quality equipment, software, and support services. If you are dissatisfied with any product or service supplied by us, please review the policy below regarding warranties, returns, and cancellations.

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Equipment Supplied Through Approved Support Schemes

Where equipment is supplied through an approved support or funding scheme, products will be provided according to the specifications authorised within that scheme unless a customer has requested upgrades or custom changes at an additional cost.

If you have concerns regarding the standard specification, colour, model, or performance of equipment supplied through an approved support scheme, you should contact your assessor or funding provider before confirming your delivery.

Requests to change or amend equipment orders must be made prior to confirming the delivery or installation date. Once delivery arrangements have been confirmed, changes may not be possible.

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Special Orders and Customised Equipment

Equipment, software, or services specifically requested, upgraded, or customised for a customer are treated as special orders. Once a special order has been processed and approved, it is generally non-refundable and non-returnable.

This includes customised configurations, personalised installations, and software that has been specifically installed or prepared for individual customer use.

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Returns Policy

If ImperialAT agrees to accept the return of an item, the following conditions must be met:

• Items must be unused and in fully resalable condition

• All original packaging, accessories, manuals, and documentation must be included

• Software that has been registered, activated, downloaded, or installed cannot be returned

• Customers are responsible for all return shipping costs

• Customers must ensure returned items are securely packaged and adequately insured during transit

ImperialAT cannot accept responsibility for items lost or damaged during return delivery.

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Warranty Support

All equipment supplied by ImperialAT is covered by the manufacturer’s warranty unless otherwise stated. Warranty terms and duration may vary depending on the product and manufacturer.

ImperialAT will assist customers in facilitating warranty claims where applicable. Warranty coverage does not apply to damage caused by misuse, accidental damage, unauthorised modifications, or improper installation.

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Training and Installation Appointments

If you have scheduled training or installation services, at least 48 hours’ notice is required to cancel or reschedule an appointment.

Appointments cancelled with less than 48 hours’ notice may be subject to a cancellation fee.

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Contact Us

If you have any questions regarding warranties, returns, or cancellations, please contact ImperialAT support for assistance