Returns & Refunds Policy

01 · Scope

This policy sets out when goods can be returned, who pays for the carriage, and how a return is settled. It sits alongside our after-sales policy (which covers faults during the warranty period) and your signed supply contract.

02 · Faulty goods within warranty

If a unit fails because of a manufacturing defect within the warranty period, you may request repair, replacement or credit. We confirm which remedy applies after reviewing the evidence, because the right answer depends on the failure mode and the quantity affected.

Where a return is agreed, we arrange collection or reimburse the return freight at the rate we specify in advance — please do not ship a return before that is agreed, as unauthorised freight is not reimbursed.

Where our overseas warehouse holds stock of the model, the replacement is issued from that warehouse and the faulty unit does not have to be shipped back to us. This keeps a swap on your customer's side of the border and avoids a second round of freight and customs clearance.

03 · Customised and private-label goods

Units produced to your specification — your mould, your colour, your packaging, your firmware or your branding — cannot be resold by us. For that reason they are not returnable for change of mind or for over-ordering; the remedy for a genuine defect is repair, replacement or credit, not a general right of return.

To be confirmed with counsel: the exact wording of this restriction, and whether any minimum restocking position applies to cancelled private-label orders already in production.

04 · Standard catalogue goods

Standard, unbranded units bought from our catalogue may be returned unused and in original packaging within the window stated in your order confirmation, subject to a restocking position agreed at the time of sale.

To be confirmed: the return window in days and the restocking percentage for standard goods. These must match what the sales team actually quotes, so they are deliberately not fixed on this page yet.

05 · Transit damage and shortages

Check the cartons before signing the delivery receipt and note any visible damage on it. Report shortages, transit damage or dead-on-arrival units within the claim window stated in your order confirmation, with photographs of the carton and the unit, so the carrier claim can be raised inside its own deadline.

06 · How to start a return

1. Contact us with the order number, model and quantity, and the reason for the return.
2. We confirm whether the return is accepted and, if it is, the address and the freight arrangement.
3. Pack the goods to survive transit; units damaged because of inadequate return packing may not be accepted.
4. We inspect on arrival and settle the claim in writing.

07 · Contact