Transparency report · Refreshed monthly
The numbers we hold ourselves to.
Refurbished IT has a trust problem. We’re trying to fix it by publishing the operating metrics other vendors keep internal — plus the quarters where we missed. Reporting window: Q2 2026 (rolling 90 days).
On-time ship rate
97.8%
Target: ≥ 97%
Measured against the ship-by date on the signed quote.
Grade accuracy
99.1%
Target: ≥ 98.5%
Units received matching the promised grade, before any buyer dispute.
Warranty claim rate
3.9%
Target: ≤ 5%
Failures within first 12 months, all grades blended.
Quote turnaround
18.2 hrs
Target: ≤ 24 hrs
Median time from quote request to signed PDF, business hours only.
Fulfilment & operations
Speed you can plan around.
- Median lead time (stock)
- 2.1 days
- Median lead time (sourced)
- 9 days
- Advance-replacement SLA
- < 48 hrs
- RMA resolution time
- 4.6 days
PO approved to carrier pickup on in-stock SKUs.
PO approved to carrier pickup when we have to source from partner channel.
For customers with 50+ unit active warranty coverage.
Median: issue reported → replacement shipped or credit issued.
Quality & disputes
What happens when we’re wrong.
- Functional pass rate (pre-ship QA)
- 99.6%
- Buyer grade disputes
- 0.9%
- DOA rate (first 7 days)
- 0.4%
43-point test script per unit; failing units are downgraded or recycled, never shipped.
Filed within the 30-day inspection window. Median resolution in our favour: 21% — the rest we refund or re-grade.
DOAs trigger advance-replacement by default for fleet customers.
Our commitments
Plain-English promises, not fine print.
We publish what most vendors hide.
Return rates, disputes, lead times — refresh monthly. If we miss a target, it’s on this page.
If you dispute a grade, you win by default.
Within the 30-day window we refund, re-grade, or replace at your choice. No photo forensics.
Quote price is the price.
Shipping, asset tagging, and serial CSVs are in-line. No surprise line items between signed quote and invoice.
You always see the serial.
Every unit ships with its serial, grade, and functional-test result. Chain-of-custody logs available on request.
Certifications & compliance
Where we are, honestly.
| Framework | Current state | Detail |
|---|---|---|
| R2v3 | Partner-certified | Upstream refurb partners certified; our own R2 audit tracking for 2026. |
| NIST 800-88 | Purge standard, every drive | Certificates of Sanitization issued per-drive on request. |
| SOC 2 Type I | In progress (target Q4 2026) | Customer portal, quote engine, and data paths in scope. |
| ISO 14001 | Roadmap | EMS design underway; targeting audit readiness 2027. |
When we missed
Public post-mortems for the quarter.
Every miss against our published targets shows up here — with the fix we shipped so it doesn’t repeat.
-
2026-03-14
Ship delay on a 400-unit EliteBook batch (3 days late).
Root cause: Freight partner lane closure.
Fix shipped: Split weight across two carriers; added a second LTL contract.
-
2026-02-02
Grade A mis-grade on 6 Latitudes (minor lid scuff).
Root cause: New intake tech, rubric interpretation drift.
Fix shipped: Added photo-exemplar gallery to QA station, re-trained team.
Want a custom SLA?
Fleet customers (250+ units/yr) can negotiate bespoke ship-by, replacement, and dispute SLAs. We publish the delta from these defaults in your MSA, signed.