Step by Step guide after a return has been requested

If you are reading this information page - Well Done!  this means that you have already submitted your returns request.  This is the process now.

1. Your returns information has been received by the technical team who will look at the information provided. As most of our products are of a technical nature they may contact you to offer advice on how to resolve the issue that you are having if it's a faulty product. They may also request some further information from you which may be a photo or some further details about the circumstances of the issue. (The more information you can provide the quicker the team can resolve the return)

2. If the return can be approved without requiring further information from you the team will update the status of your return request and details will be sent to you on how and where to send the product back.

3. If the product is being returned under our 30 days no-quibble money-back warranty it is essential that the product is returned as you received the product. Please carefully place the product back in the package it was sent in. Do not place labels or deface the packaging in any way. Place the product in a suitable bubble envelope or box making sure that the product will not get damaged in transit.

4. Our products are stored/shipped in a number of warehouses and it is essential that your return is sent back to the address as provided by the returns team.

5. Unless the return was a result of an error on our part the return shipping must be prepaid by yourself. We recommend that you send the package back using a tracked and insured method of shipping. We do not accept responsibility for the product unless this method is used. Mail items are lost all the time and without the tracking option, there is no way of finding/claiming for the product from the relevant carrier.

6. Depending on where you are located will dictate how long before we receive your package.

7. Once we receive your package the team will log the package into our system. An engineer is assigned to test and inspect your product to make sure that the product received is all present and correct.

8. At this stage we will email you to let you know that we have received the product and that it is processing.

9. Once the returns team has signed off on your return depending on what action you requested a refund or a replacement (Subject to Stock) will be actioned for you.

10. If you requested a refund within the 30 day period we will apply a 15% restocking fee and deduct this from your purchase price. We do not refund outward shipping. Please be advised that once we apply the refund to your original payment method it may take up to 14 days for your provider to credit your account!

11. If you requested a replacement. Subject to stock availability a new product will be shipped to you at our expense. We will notify you if the product is back-ordered.

12. At this stage your return will now be closed

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