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1) We must be contacted by email within 14 days that there is a problem. If the item is damaged, we require a description of the damage, and a photo of the damage if at all possible in order we can make a claim against the couriers. If the item is malfunctioning, we need to know exactly what has happened – if it is something easily rectified by the customer, or if it is misuse, or if there is a genuine problem.
2) Once we receive an email, we will contact the buyer to establish what needs to happen and send a returns form via email to the customers registered email address.
2.1) If the person wishes to return the item for any reason other than the item being damaged or Faulty, then they must return it to us in the original packaging, so we can resell it. It is the customers responsibility to return the item including shipping costs. The customer is responsible for the condition it comes back to us in. Refunds will be given on receipt of the item to ourselves in full working order. Should there be any damage to the item, then the customer will be responsible for this. Original postage is not refundable if the item is not faulty or the buyer has changed there mind.
2.2) If the item has arrived having sustained damage in transit, then we require a photo of the damage and a photo of the packaging in order we can claim against the courier. Should the damage be repairable by us sending a replacement part or accessory, we shall send the appropriate part. Should the damage not be repairable by the user, it will be collected by us, and the item will either be replaced or refunded by ourselves, subject to stock availability. The final decision on whether a replacement or refund is given will be made by us. A returns form must be completed and enclosed in with the item. Refunds or replacements will only be dispatched on receipt of the damaged product, and verification of the damage. Should there be no damage to the product, it will be dispatched back to the customer. Should there be damage to the product that has not been reported by the customer, or be inconsistent with the damage the customer has reported, or inconsistent with damage that could be caused in transit, we reserve the right to refuse a refund.
2.3) If the item has arrived and is not in working order, then we require a description of the malfunction. We will try everything possible to rectify a malfunction without disruption to the buyer. Should this not be possible, we will arrange collection of the faulty item. Refunds or replacements will only be dispatched on receipt of the malfunctioning product, and verification of the malfunction. Should there be no malfunction, the product will be dispatched back to the customer. Should the malfunction be caused by customer misuse, vandalism or anything other than mechanical breakdown, we reserve the right to refuse a refund.
2.4) In the event of any return, the customer is responsible for the packaging of the product to be returned.
3) Before a refund is processed you will be requested via eBay to not complete the sale because you are receiving a refund. You will need to agree to this before we can release the funds to you.
4) We work on a 9am-5pm basis. We will endeavour to answer your email as promptly as possible, but we would ask that you allow 24 hours for a reply to your email. Repetitive and/or abusive emails will be treated as spam and ignored.
5) If negative feedback is left before any contact is made, we will consider the matter closed and not take any action to rectify the problem.
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