Thank you for shopping with us. We want to ensure your complete satisfaction with your purchase. In the event that you need to return a product, please review our refund policy below.
Returns Eligibility:
a. Standard Items: Our refund policy applies to standard, non-customized items purchased directly from our website or physical store within the United Kingdom.
b. Exceptions: The following items are not eligible for return or refund:
– Stanav Licences
– Personalized or customized items
– Gift cards
Timeframe for Returns:
a. Unused and Unopened Items: If you change your mind about a purchase, you may return unused and unopened items within 14 days of the original purchase date for a full refund. Please ensure that the product is in its original condition and packaging.
b. Damaged or Defective Items: If you receive a damaged or defective product, please contact our customer service within 48 hours of receiving the item to initiate a return. We will provide instructions on how to return the item and arrange for a replacement or refund.
Return Process:
a. Contact Customer Service: To initiate a return, please contact our customer service via email or phone. Provide your order details, reason for the return, and any supporting information or images for damaged or defective items.
b. Return Authorization: Once your return request is approved, we will provide you with a Return Authorization (RA) number and instructions on how to proceed.
c. Packaging and Shipment: Pack the item securely in its original packaging, including all accessories and manuals. Clearly mark the RA number on the outside of the package. You are responsible for the return shipping costs unless the item is damaged or defective.
d. Refund Processing: Once we receive the returned item and verify its condition, we will process the refund within 7-15 business days. The refund will be issued using the original payment method, unless otherwise specified by the customer.
Exchanges:
We do not offer direct exchanges. If you would like to exchange an item, please follow the return process outlined above and place a new order for the desired item separately.
Exceptions and Conditions:
a. Shipping Costs: Shipping costs are non-refundable, unless the return is due to a damaged or defective item.
b. Restocking Fee: We reserve the right to charge a restocking fee for returned items that are not in their original condition, have missing parts, or show signs of use or damage caused by the customer.
c. Refunds for Gift Purchases: If you received a product as a gift and would like to return it, we can issue a refund to the original purchaser, using the original payment method, if available. Otherwise, a store credit will be provided.
d. Third-Party Purchases: If you purchased our products through a third-party retailer, please refer to their refund policy. Our refund policy applies only to purchases made directly from us.
Please note that this refund policy is subject to change without prior notice. We recommend reviewing our policy each time you make a purchase. For any questions or clarifications, please contact our customer service team.
