Returns & Refunds Policy
Clear, transparent return conditions for POS terminals, spare parts, and vending machines. Backed by EU consumer protection law.
Pan-European Returns Coverage
Intellent Systems accepts returns from customers in all 27 European Union member states, as well as the United Kingdom, EEA countries, Switzerland, and our Balkan distribution territory. Whether you purchased from Greece, Germany, France, or any other EU country — the same policy applies.
EU Consumer Protection Notice: Customers within the European Union benefit from the statutory 14-day right of withdrawal under EU Directive 2011/83/EU, in addition to the conditions outlined in this policy. Where this policy provides terms more favourable than the statutory minimum, the more favourable terms apply.
Quick Reference Summary
The essentials of our returns policy in numbers — full details below.
Return Window
Defective Items
Refund Processing
Warranty Period
1Introduction & Scope
This Returns and Refunds Policy (the “Policy”) applies to all products and services sold, leased, or distributed by Intellent Systems, a brand by Allied Brands Single Person P.C., operating as the Official Cantaloupe Partner and Distributor for Greece, the Balkans, and broader European markets.
This Policy covers three product categories:
- POS Terminals — Cantaloupe P66, P100, and associated card reader systems (sold or leased)
- Spare Parts & Accessories — Upgrade kits, replacement components, cables, brackets, and related hardware
- Vending Machines — Complete vending machine units distributed under the IntellentVend brand or other models supplied by Intellent Systems
By purchasing, leasing, or accepting delivery of any product from Intellent Systems, the Client (“Buyer,” “Lessee,” or “Customer”) acknowledges and agrees to the terms set forth in this Policy.
2General Conditions
2.1 Eligibility for Returns
All return requests must meet these baseline conditions:
- Submitted in writing to support@intellentsystems.com within the applicable return window
- Returned in original packaging with all accessories, cables, mounting hardware, and manuals
- Free from physical damage, tampering, unauthorised modifications, or liquid damage
- Not activated on the Cantaloupe Seed platform or used in a live commercial environment
- Accompanied by proof of purchase (invoice, order confirmation, or leasing agreement reference)
2.2 Non-Returnable Items
The following items are excluded from returns under any circumstances:
- Custom-configured, programmed, or modified products (custom firmware, branding, planogram setup)
- Products with broken security seals or removed serial number labels
- Software licences, Seed platform subscriptions, and digital services
- Clearance, promotional, or “as-is” sales explicitly marked non-returnable
- Consumables and wear-and-tear items (thermal printer rolls, NFC antenna stickers)
2.3 Return Shipping
Unless the return is due to a product defect or shipping error attributable to Intellent Systems, the Customer bears all return shipping costs, insurance, and customs duties. Products must be shipped via a trackable courier service with adequate insurance coverage.
3POS Terminals (Cantaloupe P66 & P100)
3.1 Purchased POS Terminals
| Condition | Return Window | Refund Amount |
|---|---|---|
| Unopened, sealed packaging | 14 calendar days | 100% of purchase price |
| Opened but unused, not activated | 14 calendar days | 100% minus 10% restocking fee |
| Defective on arrival (DOA) | 7 calendar days | Full replacement or 100% refund |
| Activated on Seed platform | Not eligible | Warranty applies |
Once a POS terminal is activated on the Cantaloupe Seed platform, paired with a payment processor, or installed for live transactions, it is no longer eligible for return. Post-activation issues are handled exclusively through our Warranty and Technical Support procedures.
3.2 Leased POS Terminals
POS terminals provided under a Leasing Agreement between the Client and Valeron Ventures LLC are NOT eligible for returns or refunds. Leased equipment remains the property of Valeron Ventures LLC and is subject to the terms of the executed Leasing Agreement, including:
- Early termination penalties as specified in the Leasing Agreement
- Obligation to return equipment in good working condition upon contract expiration
- Equipment removal costs borne by the Customer if devices are returned before contract end
- In case of business closure, devices must be returned within 15 calendar days or the buyout amount paid
- Defective leased terminals are replaced at no additional cost under the Leasing Agreement
3.3 Warranty for POS Terminals
All Cantaloupe POS terminals carry a manufacturer’s warranty as follows:
- Warranty Period: 12 months from delivery date
- Coverage: Manufacturing defects, hardware malfunctions, firmware issues
- Process: 4-level Technical Support (Remote Diagnosis → Video Call → Remote Access → On-Site Visit)
- Exclusions: Improper installation, voltage irregularities, vandalism, water damage, unauthorised modifications
4Spare Parts & Accessories
4.1 Return Conditions
| Condition | Return Window | Refund Amount |
|---|---|---|
| Unopened, sealed packaging | 14 calendar days | 100% of purchase price |
| Opened but unused, all parts present | 14 calendar days | 100% minus 15% restocking fee |
| Wrong item shipped (our error) | 30 calendar days | Full replacement + free return shipping |
| Defective on arrival | 14 calendar days | Full replacement or 100% refund |
| Installed or used | Not eligible | Warranty applies if defective |
4.2 Compatibility Disclaimer
Customers must verify part compatibility with their specific vending machine model before ordering. Returns are not accepted for parts incompatible with the Customer’s equipment if accurate compatibility information was provided at the time of sale. Contact our technical support team before ordering to confirm compatibility.
4.3 Warranty for Spare Parts
Spare parts and accessories carry a 6-month warranty against manufacturing defects from delivery date. Warranty claims require photographic evidence of the defect and a brief description of the installation process followed.
5Vending Machines
5.1 Return Conditions for Purchased Vending Machines
Due to logistics involved in vending machine transactions, returns are handled differently from smaller products:
| Condition | Window | Resolution |
|---|---|---|
| Cancelled before shipment | Before dispatch | 100% refund minus pre-paid logistics costs |
| Damaged during shipping | 48 hours from delivery | Full replacement or repair at our expense |
| Defective on arrival | 7 calendar days | Repair, replacement, or full refund |
| Change of mind (unused) | 7 calendar days | Refund minus 20% restocking + return shipping |
| Installed, stocked, or operational | Not eligible | Warranty applies |
5.2 Shipping Damage Protocol
Customers must inspect all vending machine deliveries upon arrival. To file a shipping damage claim:
- Document all visible damage with photographs before signing the delivery receipt
- Note any damage on the courier’s delivery document at time of receipt
- Notify Intellent Systems within 48 hours via email with photographs and damage description
- Do not attempt to repair or modify the damaged unit
Failure to report shipping damage within 48 hours may void eligibility for a shipping damage claim.
5.3 Leased or Revenue-Share Vending Machines
Vending machines provided under leasing or revenue-share arrangements are not eligible for returns. These units remain the property of Intellent Systems, and all terms regarding early termination, equipment condition, and return logistics are governed by the applicable agreement.
5.4 Warranty for Vending Machines
All vending machines carry a 12-month manufacturer’s warranty from delivery date. Extended warranty options available upon request. Warranty covers manufacturing defects and component failures under normal use. Warranty does not cover cosmetic damage, vandalism, refrigerant leaks from physical impact, or damage from improper electrical supply.
6How to Request a Return
Email Us with Your Request
Send to support@intellentsystems.com with subject line: “Return Request – [Order/Invoice Number]”
Include Required Information
Full name, company name, order/invoice reference, product description, reason for return, and photos if applicable
Receive Your RMA Number
Our team responds within 2 business days with a Return Merchandise Authorisation number
Ship the Product
Send to the designated return address using the specified shipping method with tracking
Receive Your Refund or Replacement
Upon receipt and inspection, refund or replacement is processed within 10 business days
No returns will be accepted without a valid RMA number. Unauthorised returns will be refused at delivery or returned to sender at the Customer’s expense.
6.2 Refund Methods & Timeline
| Original Payment | Refund Method | Processing Time |
|---|---|---|
| Bank transfer | Bank transfer to originating account | 5–10 business days |
| Credit / Debit card | Reversal to original card | 5–15 business days |
| Store credit / Account balance | Credit to Intellent Systems account | 1–3 business days |
Refunds are issued in the same currency as the original transaction. Currency conversion fees or bank charges incurred during refund processing are the responsibility of the Customer.
7Exchanges
Intellent Systems offers product exchanges under these conditions:
- Available within the same return window applicable to the product category
- Replacement product must be of equal or greater value (Customer pays the difference)
- Exchange requests follow the same RMA process as returns
- If desired replacement is out of stock, Customer may wait for restocking or receive a refund
8Order Cancellations
Orders may be cancelled free of charge if the request is received before dispatch. Once shipped, standard return conditions apply.
For custom-configured or special-order items, cancellation requests must be received within 24 hours of order confirmation. After 24 hours, a cancellation fee of up to 30% of order value may apply.
9European Consumer Protection
Customers who qualify as consumers under EU law benefit from the statutory 14-day right of withdrawal (EU Directive 2011/83/EU) in addition to the terms of this Policy. Where this Policy provides more favourable conditions, those conditions apply.
Business-to-business (B2B) transactions are governed exclusively by this Policy and the applicable purchase or leasing agreement, as EU consumer withdrawal rights do not extend to commercial purchasers.
Greek consumers are additionally protected under Greek Consumer Protection Law (Law 2251/1994, as amended). Nothing in this Policy limits those statutory rights.
10Limitation of Liability & Force Majeure
Total liability for any return or refund claim shall not exceed the original purchase price of the product. Intellent Systems shall not be liable for indirect, incidental, or consequential damages, including loss of revenue, business interruption, or costs of substitute equipment.
Neither party shall be liable for delays resulting from events beyond reasonable control, including natural disasters, pandemics, government actions, supply chain disruptions, shipping carrier delays, or acts of war.
11Dispute Resolution
Disputes shall first be addressed through good-faith negotiation. If unresolved within 30 calendar days, the dispute shall be referred to the competent courts of Athens, Greece, under Greek law.
For EU consumers, the European Commission’s Online Dispute Resolution platform is available at ec.europa.eu/odr.
12Policy Amendments
Intellent Systems reserves the right to amend this Policy at any time. The current version is always available at intellentsystems.com. Changes take effect upon publication and apply to orders placed after the effective date. Existing orders remain subject to the Policy version in effect at time of purchase.
Need to Start a Return?
Our customer support team responds to all return requests within 2 business days. Available Monday – Friday, 09:00 – 18:00 (EET/EEST).
Email Support
support@intellentsystems.comPhone
+30-21-8219-0696Address
Kodrou 11, 19001
Keratea, Athens, Greece
Business Hours
Mon – Fri
09:00 – 18:00 EET