Return & Refund Policy

Our Refund/Return policy is based of three requirements to merit a refund/return:

1st Requirement

This requirement is broken 2 categories which your purchase must fall under:

  1. Non-fault
  2. Fault

What does this mean?

"Non-fault" is where your purchased product has met one of the following conditions:

  • Still within 30 day money back gurantee period (T&Cs Apply)
  • Wrong Product (This one must be informed at least 7 days after delivery)

If you believe you meet one of these condtions then you meet the first of three requirements for a refund.

"Fault" is where the customer claims that there is a fault with the product (faults are further discussed in the T&Cs).

If you believe you fall under this category then you must submit all of the following:

  1. A written statement detailing exactly the faults of the product.
  2. A detailed video showing all faults encountered (The more detail the better).
  3. Proof that your purchase is within warranty.

Once you finished submitting this information you will meet the 1st requirement.

2nd Requirement

This requirement is where your your request will go to customer service staff for a review. This may take up to 7 working days so stay patient.

Once staff have reviewed your refund request will come under one of the catgeories:

  • Passed Review
  • Failed Review
  • More Information Needed

If your review has passed then you meet the 2nd requirement so you can move on to the 3rd requirement.

If your review has failed then your refund request is terminated. Reasons for failure could be:

  • Insufficient evidence of faults
  • Product out of warranty
  • Not meeting the '1st requirement'

If any other reason is found by staff then it will be stated by staff in the review document (Usually sent by email).

Failed reviews can be disputed. This can take as long as 30 days as disputes are reviewed by senior staff.

If more information is needed, you must follow staff instructions further and submit more information as per staff request. This could lengthen the refund process further always make sure to submit clear information!!

3rd Requirement

This requirement is where the return plan for the product is in place.

The return plan is where the customer must organise the safe return of the product. The following conditions must be met in order to start processing the refund:

  • The customer has communicated with staff to receive a return address
  • The customer must prove that they are sending to the return address. This can be done by emailing a receipt with the return address on it.
  • The customer must have submitted a valid tracking ID.
  • The customer must prove that this Tracking ID is tracking the product being sent to the address. Again, can be proved submitting a reciept with this information
  • The customer must make sure the product is insured for the product's value by the courier (Couriers like DHL, DPD, Fastway usually do but always make sure beforehand)
  • Optionally, the customer can send a video proving that they packed the product in the package with the return label on it. This could merit a start on the processing of the refund.

Once the product is received we will begin to process a refund.

Important notes:

Please note if the product comes under the non-fault category, the product must be tested to see if there are any faults on the product before a refund can be processed. If faults are found then a partial refund may only be merited if the product is found to have fixable faults. If the product is found to have non-fixable faults a refund will not be issued .

Please note that all components that were in the orignal received package by the customer must be included in the condition received! If some components aren't receved then, depending on what is missing, a partial refund will be issued. (This also includes damaged components)

If the above conditions are met then you have met the 3rd requirement.

Issuing the refund/replacement

Once the 3rd requirement is met, a refund/replacement will be processed. It can take between 5-30 days depending on how the product was purchased.