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Please note this page is currently under construction, for further details about the warranty of a product, please contact us.
If you wish to return a product that is not faulty, please see the returns page
Faulty Claims InvestigationIf any products have a suspected fault we will first undertake an initial investigation and testing to identify any fault remotely. This may involve an investigation over email or Live Chat with the end use, request of images of the products, or for some products through a Teamviewer session where one of our technical team will remote onto your device controlling the product.
Once this initial stage is completed the technical team will advise for the product to be returned to us.
All returned products will undergo a full investigation and testing to verify any fault before any replacements or refunds can be issued.
If the fault is verified by our technical team, we will arrange the appropriate, repair, replacement or refund.
Faulty goods investigations can take from 10-20 working days.
Any products proven to be non-defective once returned to us will be returned to you. In some instances we may still be able to offer a refund, however return costs, engineers testing fees and restore fees (where applicable) will be deducted.
For any faults identified as being caused by misuse, incorrect use or assembly or modification by the end user, we reserve the right to charge a repair or restocking fee before returning the item to you.
For any products were there is evidence of misuse, incorrect use or incorrect assembly or modification by the end user, this may void the warranty of the products.
Depending on the type of product we will either arrange a courier collection or request that you return the product to us directly. If we arrange a courier collection of your product we will arrange a date for collection, however as we are sometimes unable to specify exact collection times this will require someone to be present when the courier arrives. If a collection needs to be cancelled we must be given at least 24 hours notice for this to be actioned. We will only arrange one collection, therefore if you miss the courier you will be required to return the product to us at your own expense.
Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by a tracked service and to maintain sufficient insurance to cover the value of the goods.
For products where a fault is verified we will cover return shipping charges.
For products proven to be non-defective or for any faults identified as being caused by misuse, incorrect use or assembly or modification by the end user, we will be required to charge you for the return shipping charges.