Return and Refund policies
Read our Return and Exchange policy below for everything you need to know about returning or exchanging your order or product.
Please note that the Return and Exchange policy - and any reference to “your item” - does not include accessories. All returns and exchanges are performed at our sole discretion. In all cases our decision on individual cases is final. Products returned without an RMA code or authorisation will be refused delivery and the sender will be responsible for all costs.
PRIOR TO SHIPPING
A full refund is available at any time prior to processing and shipping of your order . This includes pre ordered items. It may also be possible to exchange your item prior to shipping from the warehouse. Please use our contact us feature to request this. If the item has already been shipped at the time that your request is read and processed by our representatives, the case will be treated as an ‘unopened box’ return. Please see terms and conditions for this return type below.
DOA (DEAD ON ARRIVAL) ITEMS
Your item may be eligible for DOA exchange if it develops a software or hardware malfunction that causes the product to become inoperable and is covered under the warranty terms and conditions. Please note that instances of physical damage, liquid ingress damage and other causes excluded from the warranty terms and conditions not covered by this return or exchange policy. DOA exchange is only available within 48 hours of receipt of the product. In order to make a DOA exchange claim you are required to log an issue report through the contact form within the 48 hour period. Failure to complete and submit this form within the 48 hour period will result in your product being processed through the regular warranty process. You can return the product to us once a valid RMA code or authourisation has been issued. One of our technicians will assess the product, after which a replacement be sent or the item will be returned to you if no fault was found or the issue was corrected upon inspection.
WITHIN 30 DAYS - UNOPENED BOX
You may exchange your item for refund, minus the shipping charges, for up to thirty days from receiving your item. Any variation where the received item varies from the described specifications on the website must be raised with us within 48 hours of receipt. Failure to do so will void any return or refund claim on that basis. You are required to obtain an RMA code from the Care Team before returning the item. Refunds will not be processed until the item has been received and inspected by our representative. The item must be received within 14 days of us issuing the RMA code to you. The item will not qualify for an unopened box exchange or refund if the seal plastic has been broken or tampered with in any way. A processing fee of 30% of product ordered value will be deducted from the refund or exchange.