Areapac
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Return & Refund Policy

Effective for all Areapac products and services

Effective Date: As announced on the website
Applicable To: Areapac (areapac.com) and related brands
Operating Company: GRAVITY CANNON COMMUNICATIONS HOLDINGS GROUP LIMITED
Jurisdiction: Hong Kong SAR · CR No. 79540154

Article 1 — Scope

This Return & Refund Policy applies to all products and services purchased through official Areapac channels (including but not limited to areapac.com, official customer service, and sales representatives), covering:

  • Hardware devices (Console Servers, OOB devices, Secure Access Gateways, etc.)
  • Network services (IPLC/IEPL leased lines, IP Transit, VNET, etc.)
  • Managed services (Bare metal servers, virtualization solutions, etc.)
  • IoT connectivity (SIM/eSIM, etc.)

Article 2 — Hardware Device Return Policy

2.1 Three-Day No-Questions-Asked Return

Within three (3) calendar days of receiving hardware, customers may request a return and refund without providing a reason, subject to all of the following conditions:

  • The device and its packaging are intact with no visible signs of use, scratches, deformation, or damage
  • All included accessories (power adapter, cables, SIM tray, documentation, etc.) are complete and in good condition
  • The device has not undergone irreversible modifications, disassembly, soldering, or firmware flashing
  • Any SIM/eSIM cards included with the device have not been activated

2.2 Return Process

  1. Submit a return request via email (biz@areapac.com) or WeCom, including order number and reason for return
  2. Areapac will confirm eligibility and provide a return address within 1 business day
  3. Customer ships the device within 3 calendar days of confirmation; shipping costs borne by customer
  4. Areapac completes the refund within 5 business days of receiving and inspecting the returned device

2.3 Exclusions from Three-Day Return

  • Return requests made more than three calendar days after receipt
  • Devices that have been disassembled, modified, or show signs of human-caused damage
  • Custom hardware (customized interfaces, enclosures, power configurations, etc.)
  • Missing accessories or severely damaged packaging
  • SIM/eSIM included with the device has been activated

2.4 Defective Products

Manufacturing defects (not caused by the customer) are not subject to the three-day limit. Customers may contact us within thirty (30) calendar days for replacement or repair. Fault description and supporting photos/videos are required.

Article 3 — Network Service Refund Policy

3.1 IPLC/IEPL Leased Lines

  • Before provisioning: Full refund available
  • After provisioning: No refund for used service periods; unused complete months may be refunded
  • Monthly-billed standard packages: Current month is non-refundable once service has started

3.2 VNET Platform

  • Before provisioning: Full refund available
  • After provisioning: Refund for remaining unused complete billing cycles
  • Bandwidth and traffic charges already incurred are non-refundable

3.3 IP Transit / BGP Management

  • Before provisioning: Full refund available
  • After provisioning: Used periods are non-refundable
  • ASN registration fees (applications already submitted to APNIC) are non-refundable

Article 4 — Managed Server Refund Policy

  • Bare metal servers: Used billing cycles are non-refundable after delivery and rack installation
  • Unused complete months may be refunded
  • Setup fees (if any) are non-refundable
  • Suspensions due to AUP violations are not eligible for refund

Article 5 — IoT Connectivity Refund Policy

  • Unactivated SIM/eSIM cards: Full refund (physical SIM must be returned)
  • Activated SIM/eSIM cards: Non-refundable
  • Used data plans: Non-refundable

Article 6 — Refund Methods

Refunds are processed via the original payment method:

  • Credit/debit card (Visa/Mastercard): Refunded to original card, typically 5-10 business days
  • WeChat Pay / Alipay+ / PayNow: Refunded to original account, typically 3-5 business days
  • Bank transfer / Wire: Refunded to originating account, typically 5-15 business days

Refund amounts exclude original transaction fees (if any) and return shipping costs.

Article 7 — Shipping Costs

  • Three-day no-reason returns: Return shipping borne by the customer
  • Defective product returns: Shipping borne by Areapac
  • For devices shipped outside Mainland China, returns may involve cross-border logistics and customs duties, which are borne by the customer

Article 8 — Dispute Resolution

If you disagree with a return or refund decision, contact us to discuss:

  • Business: biz@areapac.com
  • Compliance: compliance@areapac.com
  • Phone: +852 3165 1702

This policy is governed by the laws of the Hong Kong Special Administrative Region. Disputes are subject to the jurisdiction of Hong Kong courts.

Article 9 — Policy Amendments

Areapac reserves the right to amend this policy at any time. Amended policies will be published on areapac.com. Continued use of our products and services constitutes acceptance of the amended policy.