Returns & Warranty Policy

Overview

This policy explains how returns, warranty evaluations, repairs, and digital product cancellations are handled.

Nothing in this policy limits any statutory rights you may have as a consumer, including rights relating to faulty goods, digital content, goods not as described, non-delivery, or lack of conformity with the contract.

RMA required

All product returns require an RMA number issued by our team with return instructions. Items must match the RMA exactly.

An RMA number allows us to receive and evaluate the item. It does not, by itself, confirm that a fault exists or that a warranty, refund, repair, or replacement claim has been accepted.

Items returned without an RMA may be delayed or refused.

Testing and “No Fault Found” evaluations

Returned products may be tested and evaluated.

If, after evaluation, the unit is found to be operating to specification and no fault covered by warranty or statutory rights is found, a testing fee may apply to cover diagnostic time and handling. Any applicable fee will be quoted in advance or charged according to our current price list, where lawful.

Return shipping is chargeable in “no fault found” cases, unless otherwise required by law.

No testing fee will be charged where a fault covered by warranty or statutory rights is confirmed.

Out-of-warranty repairs and customer-caused damage

Where a product is outside warranty, or where damage, misuse, incorrect installation, unauthorised modification, failure to follow the User Guide, or other customer-caused damage is identified, repairs are chargeable on a time-and-materials basis.

Parts are billed at cost unless otherwise stated. We will provide a repair quote for approval before proceeding.

Warranty for physical products

Physical products include a 12-month return-to-base commercial warranty covering manufacturing defects.

This commercial warranty is in addition to, and does not limit, any statutory rights you may have as a consumer. In the EU, consumers may have a legal guarantee for lack of conformity. In the UK, consumers may have rights under consumer protection laws for faulty goods.

To make a warranty claim, contact us for an RMA and ship the product as instructed. Failure to follow reasonable RMA instructions may delay or affect the claim.

Fault reported within 30 days of receipt

If a manufacturing fault is confirmed within 30 days of receipt, we will provide the remedy required by law, which may include repair, replacement, or refund depending on the circumstances and your statutory rights.

Where repair or replacement is agreed or required, the repair will be free of charge and return shipping to you will be covered.

Where required by law, we will reimburse reasonable shipping costs you incurred to return the faulty item to us, provided you supply proof of the shipping cost.

If customer damage, misuse, incorrect installation, unauthorised modification, failure to follow the User Guide, or no fault found is identified, repair, testing, and shipping may be chargeable where lawful.

Fault reported after 30 days

If a manufacturing defect covered by our commercial warranty is confirmed after 30 days and within 12 months of receipt, we will repair the product free of charge and cover return shipping to you.

Initial shipping to us is not covered under our commercial warranty unless we agree otherwise or unless reimbursement is required by law.

If customer damage, misuse, incorrect installation, unauthorised modification, failure to follow the User Guide, or no fault found is identified, repair, testing, and shipping may be chargeable where lawful.

This does not affect any longer statutory rights that may apply to consumer purchases.

Digital products, unlock codes, licence keys, and downloads

Digital products, including unlock codes, licence keys, activation licences, and downloads, are supplied electronically and cannot be physically returned.

For digital products, we collect express consent during checkout for immediate digital supply and acknowledgement that the statutory right of withdrawal/cancellation will be lost once digital supply begins.

Once the digital product, unlock code, licence key, activation licence, or download has been supplied following that consent and acknowledgement, the order cannot be cancelled or refunded for change of mind.

This does not affect your statutory rights if the digital product is faulty, invalid, not supplied, not as described, or does not conform to the contract.

If you purchased a digital item in error and it has not been supplied, used, activated, redeemed, downloaded, or accessed, contact us within 14 days. We may review the request on a goodwill basis, unless a refund or remedy is required by law.

Shipping costs and transit responsibility

For returns to us, you are responsible for packaging the item securely and following the RMA instructions.

Unless otherwise agreed or required by law:

• you are responsible for shipping costs when returning items for goodwill returns, out-of-warranty repairs, no-fault-found evaluations, or customer-caused damage;
• we are responsible for return shipping to you where a manufacturing defect covered by our commercial warranty is confirmed;
• where statutory consumer rights require a different arrangement, we will follow the applicable law.

Risk of loss or damage during transit from you to us remains with you until the item is received by us. Risk of loss or damage during transit from us to you remains with us until delivered to you.

We recommend using a tracked and insured shipping service.

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