Refund and Returns Policy

Change of Mind

If for any reason you change your mind and would like to return your item(s) after delivery, we are here to help. We will happily refund your purchase if you contact us within 14 days of your purchase date. Our terms are that the original packaging must be kept and used to return the goods. It is the customer’s responsibility at their own expense to return the goods to us safely and with their full content(s).

We do not accept returns into our warehouse without inspecting them first. In the event your item was damaged in transit we will refuse delivery of the goods, we will then contact the customer and the customer will have to pursue the courier to claim for the damage(s).

The Refund will be issued within 10 working days of safe receipt of the goods.

When returning an item, in any condition (Faulty/Non-Faulty), the item(s) must be clean and with its own packaging and content(s). We reserve the right to reduce the refund as a failure of returning goods outside these conditions may result in refunds being reduced.

We reserve the right to reduce refunds if the returned goods show signs of diminished value (through use, damaged packaging or cosmetic appearance from handling).

Faulty Goods (Up to 30 Days From Date of Purchase)

In the event that your Item/Product(s) becomes faulty, our aim is to repair or replace the item. In the unlike situation that your item cannot be repaired or replaced, we will then issue a refund.

If you do not want the item to be repaired/replaced and instead would like a refund, this will only be processed once the goods are back with us and have been inspected to ensure the item has been returned in the same condition as it was supplied. If you have informed us that you are returning goods for a refund then you must not use the item any further before returning.

When returning an item, in any condition (Faulty/Non-Faulty), the item(s) must be clean and with its own packaging and content(s). We reserve the right to reduce the refund as a failure of returning goods outside these conditions may result in refunds being reduced.

We reserve the right to reduce refunds if the returned goods show signs of diminished value (through use, damaged packaging or cosmetic appearance from handling).

We do not pay for or arrange the return of non-fault returns.

Faulty goods (after 30 days from date of purchase)

After 30 days we only offer a repair or replacement service. If the goods cannot be repaired nor replaced, only then will a refund be offered.

For wholesale customers with active accounts, only goods purchased within the past three months (90 days) are eligible for return or exchange. Unfortunately, any items purchased beyond this period, whether faulty or not, will not be accepted for return. Due to the nature of our products, we cannot accept returns after 90 days of purchase.

Return Postage

We will only arrange returns within the first two months of your warranty. After the first two months, returns must be arranged by and at the cost of the customer, even if the goods are faulty.

We do not pay for or arrange the return of non-fault returns. All expenses incurred must be covered by the customer.

If you did not order online (i.e. you came to our warehouse) then the return of goods is your responsibility in all circumstances.

Packaging The Return

We advise that all original packaging be kept for your product in the event you have to return the goods to us for any reason. If you dispose of the packaging and the item needs to be returned due to a fault, you are responsible for sourcing suitable packaging. It is the customer’s responsibility to package the item in a safe way, suitable for courier transport. If the item is damaged in transit when being returned to us due to insufficient/negligent packaging, then the customer is responsible for the damage caused to the item. If the product is damaged while in transit, we are unable to offer any refund as this is the customer’s responsibility. Due to the sensitive nature of our items, any damage (even minor) will prevent it from functioning properly. In such a situation, we are not able to provide a refund or an exchange of any kind.

Items must be returned with all the contents that were supplied (e.g. remotes, cables, stands etc). If goods are returned and parts are missing and not subsequently returned (if they were omitted in error) then the value of these parts will be deducted from the refund given.

The customer is expected to enclose a brief note when returning the item (stating their name, delivery/billing address and reason for returning the item) so we can identify the goods. Failure to do this may result in delays to any repair/replacement/refund.

International Orders

Please note that all international orders may be subject to customs duties, import taxes, and VAT upon arrival in the destination country. These charges are the responsibility of the customer and are not included in the purchase price or shipping cost. We recommend checking with your local customs office to understand any applicable fees prior to placing your order. Thank you for your understanding.

Complaints Procedure

If we fail to meet the high standards and service we strive to achieve, please email us using our contact form or write to us at:

Cellsaytion
95 Stoke Newington, High Street
London
N16 8EL
United Kingdom