In the unlikely event that you receive a defective product, you must contact us within 30 days of receipt. We will issue you with a Return Authorization Number and advise how to send the defective item back to us.
On safe receipt of the defective item, we will issue you with a refund. Alternatively, if preferred, we will exchange the product for you.
The product is your responsibility until it reaches us. Therefore, for your own protection, we recommend that you send the parcel back to us using a delivery service that insures you for the value of the goods.
If you are returning an item to us for exchange due to a fault, we will not charge you delivery when we send you a replacement item.
If we receive items that are stated to be faulty that are then found to be fully operational, we will count these returns as unwanted goods and delivery charges will not be refunded.
Damages / Shortages
All merchandise leaves our warehouse in perfect condition. All concealed damage or shortages must be reported to us within 24 hours from the receipt of goods. A claims form is included with the packing slip inside your package.
If you receive a shipment that has exterior damage, has been opened or re-taped, you must file a claim at the time of delivery with the carrier. Please make sure the driver notes the damage. Save the original cartons and packing material for inspection by the carrier.
Let us know immediately if you have had the driver note a problem. Contact us with the reference number assigned by the carrier and we will process the claim for you.
Returned products must be:
- Returned in their original packaging (including any shrink wrapping, seals etc)
- Have the original documentation enclosed
- Received by us within 14 days from the date you receive your order
If delivery is refused and/or an order is returned to us as undelivered by the selected carrier, we will treat the order as unwanted goods and issue a refund. However, we will not refund the cost of shipping in this instance. If you would like us to re-ship the item, the cost of shipping will need to be charged again.