RETURNS & WARRANTY POLICY
We understand that there may be times when you need to return a product to us.
All items should be returned together with proof of purchase and all complete accessories, instruction manuals and software and, wherever possible, in the original packaging; unless it is asked differently.
We do reserve the right to inspect returned goods prior to a repair, replacement or refund being completed.
RMA Number and Product Serial Number Required
When returning an item for any reason you must contact us first to obtain a return reference number (RMA) number. Please e-mail us to email@example.com and we will issue one to you. If you return an item without the RMA number this may result in the item being rejected or returned to you.
We may ask for the serial number of the product to find information about the unit and match customer records in our database. If the number is not provided, or it does not match our database, we will not be able to process the return request.
We can not swap items or send replacements before we receive the return back. All goods returned will be tested by our technician who will decide whether the unit is faulty or not and will act accordingly based on our Return & Warranty Policy.
Within 30 calendar days of the date of purchase, if the item if faulty, we responsible to cover the delivery cost, but after 30 calendar days, the customer pays for the shipping cost to return products for exchange, repair or refund. The customer must take all reasonable care to ensure that all returned items be suitably packaged, and that the goods are protected when being returned. You must provide us a proof of despatch to our warehouse. We will be responsible for the postage of replacements.
Items Faulty within 30 calendar days
Genuinely faulty goods will be replaced; however we must be advised of any faulty goods upon receipt of the item (30 calendar days latest).
If the item is found to be faulty, we will issue a replacement product as soon as possible or a full refund depending on your preference. Please note, that we cannot exchange/refund items with physical and liquid damage; if the seal is broken; the unit and accessories are damaged as a result of incorrect installation. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
If the returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the collection and the return carriage that is £21.00 payable before dispatch.
Items Faulty in Warranty Period
If you have purchased a brand new item and it develops a fault after 30 days following delivery, but within the warranty period, and where the manufacturer has provided a helpline, repair service or warranty, you should contact the manufacturer direct. If there is no such service or warranty with the product, in most instances we will either offer a repair or where this is not possible we will replace the item with the same or an equivalent model. In this case, please e-mail us to firstname.lastname@example.org or call us on 0800 987 5633.
If you have bought a refurbished item, your warranty will be with our company.
You are entitled to a warranty exchange or repair, but we do not give refund after 30 calendar days from the date of purchase. If you have any concerns about your product, please let us know first as we are providing a specialist telephone/ email help for your convenience which we recommend you use in order to correct the fault quickly. If the item cannot be repaired, we will organise a replacement product for you. Please note, that we cannot exchange/ repair items with physical and liquid damage; if the seal is broken; the unit and accessories are damaged as a result of incorrect installation. We do not cover faults caused by accident, neglect, misuse or normal wear and tear. After 30 calendar days, it is the customer’s responsibility to pay for and ship the item back to us in its original packaging using an appropriate delivery method (carefully packed to avoid damage via moving). If the returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage that is £9.00 payable before dispatch.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 3 working days. If the items are visibly damaged on receipt, you must sign the carrier's delivery note accordingly and take a picture of the broken parcel/ goods; otherwise, we can not get involved in any insurance claims. We will organise collection for the damaged unit that should be carefully packed complete with all accessories and documentation. Once received back in our warehouse, we'll issue a replacement or full refund to you via your original payment method.
If you Change Your Mind within 30 Calendar Days
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 30 calendar days of receipt. The item must not be used, installed or have any data input on them, and must be ‘in original condition’ when returned to us.
It is the customer’s responsibility to pay for and ship the item back to us in its original packaging.
The Regulations also provide a period of 30 calendar days after the date of receipt within which the consumer can cancel the contract (often referred to as the "cooling off" period) and get their money back, excluding the original postage and packing charges that is £9.00.
We shall issue a refund within 14 calendar days of the cancellation directly to the method of original payment.
Please note, that we cannot refund items with physical and liquid damage; if the seal is broken; the unit and accessories are damaged and/or missing. In this case, partial refund might be offered or it will be returned back to the customer in the same condition as it arrived back to us.
If you Change Your Mind after 30 Calendar Days
We reserve the right not to accept the return of unwanted, non-defective goods after the 30 days period at absolute discretion. Unfortunately, we can not give refund after 30 calendar days.
It is the customer’s responsibility to pay for shipping costs in all cases. If the item found faulty, we will pay for the return postage back to the customer. However, if the item found not to be faulty, the customer has to pay for the return postage as well.
Copyright © 2019 This Returns & Warranty Policy is the property of Coditech Limited. Any copying or misuse of this policy will result in prosecution.