Change of Mind Returns
You have 30 days to return an unwanted item, but it must be returned in as-new condition.
Time Limits
- Returns for unwanted items or change of mind are accepted within 30 days of receiving the item.
Condition
- The item must be in resalable, as-new condition with all contents and packaging present, except for the outermost sticker seal and/or clear wrap.
Non-Returnable Items
- Consumable items (e.g., batteries) and wearable items that contact the face during normal use (e.g., goggle foam or face-plates) are non-returnable once opened or worn for safety and hygiene reasons. See our Consumable Returns policy for more information.
Packaging
- When returning an item, use additional packaging to protect the productâs original packaging, as items must be in resalable condition. Applying tape or labels directly to the product or product packaging may invalidate the return.
Return Shipping Costs
- Return shipping costs are your responsibility. However, for convenience, we offer a prepaid returns label service. See the âReturn Shipping Costsâ section below for more information.
Refund
- Upon receipt and inspection of the returned item, a full refund of the purchase price will be issued, excluding the original and return shipping costs where applicable.
Faulty Item Returns
â ď¸ Do not remove any wiring, solder or modification before our support team can inspect it!*
*Doing so will void warranty and may prevent replacement, refund or repair of the item under these terms.
Definition
- Faulty returns are for items with a manufacturer defect or an issue resulting from damage during delivery to you.
Time Limits
- Faulty returns can be requested for up to 6 months after receiving the item.
- A refund will only be given for faults occurring within the first 30 days of you receiving the the item.
Modified Items
- For items that have been soldered, wired, modified, or used in any way, we require clear images of the item clearly showing the solder (& wiring), modification, and condition of the item before we can accept a return.
- If we receive a faulty return that has been soldered or modified without having an opportunity to inspect the solder, wiring, and/or modification, it will automatically be rejected as it is no longer possible to verify the fault.
- Items that do not require modification for their intended use but have been modified will not be accepted.
Non-Eligible Issues
- Issues caused by misuse, incorrect configuration, physical damage (after receipt of the item), or user error are not considered faults and cannot be returned under this policy.
Return Shipping Costs
- See the âReturn Shipping Costsâ section below for more information.
Troubleshooting
If you wish to return without troubleshooting, we may still require images of the item.
For items which require configuration, setup or wiring prior to use, we strongly recommend running through troubleshooting steps with our support team prior to initiating a return to rule out causes which are not covered by the policy. We may be able to offer a solution without requiring a return.
đ Return Shipping Costs
UK Customers
For the majority of UK customers, we are able to provide a pre-paid returns label with Royal Mail for your use to send the item back to our returns address.
For Faulty returns
Once the fault has been verified, the cost of the pre-paid returns label is nothing â itâs free!
For Change of Mind returns
If our pre-paid label was used, ÂŁ4.50 will be deducted from any refund due to cover the cost of the label. For low value returns, we recommend using your own alternative shipping to avoid negating the refund. The original shipping costs are not refunded, only the returned items (minus the pre-paid label fee, if used).
âď¸ Return Shipping Costs
International Customers
You will need to use your own shipping service to return any item to us..
đReturn Timeframes (how long will it take to process)
Return Shipping
If you used our pre-paid return shipping label, your return will usually be with us 2-3 working days after the date you sent your return. However, please be aware this is subject to delays from the courier (Royal Mail) and that we have no control over this shipping time.
If you used your own service, the time for your return to reach us will depend on the service you chose.
Return Processing
We aim to process returns as soon as possible once they are received, typically within a few working days. However, we apply an absolute limit of 14 days after the date it is received for busy periods. Exceptions may apply such as;
- We are awaiting an email reply from yourself
- We have reached out to you and have agreed to arrange a resolution which will overrun this timeframe
- Other exceptional circumstances occur.
To avoid confusion or unnecessary delays, we must ask customers to reach out to us only if the 14 day limit has been exceeded, at which point we will launch an investigation to locate your return, resolve any issues preventing processing, and ensure it is processed as a priority.
Change of Mind Returns
(Consumable Items)
- Consumable items can be returned as a change of mind return within 30 days of the receipt of the item.
- Consumable items will only be accepted for return if they are entirely as-new and unused â the packaging cannot be opened. This is to prevent used consumable items being returned to us as they cannot be resold.
Change of Mind returns will be accepted as long as they adhere to the conditions above. Once accepted, you will be issued with a full refund for the item. Shipping fees are not refunded, and if you used our pre-paid label, the cost be deducted from any refund due to cover the cost of the label (see return shipping costs section above)
Change of mind returns will only be rejected if they do not adhere to the conditions above. If your return is rejected, you will be required to pay the return shipping fee before we can send the item back, to cover costs. You can request proof of the reason for our rejection if you are concerned that we have made an error.
If the return fees are unpaid 60 days after our initial rejection of the return, and no dispute is opened with our support team, we will re-list the item on our site to cover fees due and the case will be considered closed. The item will be irrecoverable at this point.
Faulty Item Returns
(Consumable Items)
- Faults with consumable items must be reported within 7 days of receipt of the item, otherwise they will be rejected as the items inherently degrade.
Faulty items are inspected once received, to verify the fault. Once the fault is verified, the options available to you will depend on the time the item was in your possession for before you first reported the issue (starting from the point you received the item).
Under 30 Days
Items which are under 30 days old will be eligible for refund or replacement, stock allowing. You can choose which you would prefer.
>30 days, Under 6 Months
Items which are over 30 days old and under 6 months old will be eligible for repair or replacement, at our discretion. You may be offered a partial refund as an alternative depending on the time the item was in your possession for if these options are not applicable to your item (e.g. it is no longer made).
Faulty returns are inspected by our team once received, to verify the fault. They will only be rejected if the fault with the item cannot be verified or if the issue is due to user error, for example, physical damage or an incorrect setup or installation of the item.
At our discretion, we may offer a paid repair of the item charged at ÂŁ29.99/hr. If the fix is simple (e.g. a simple setting needs changing or similar), we may repair the item with no labour cost. We will not begin a paid repair without your explicit consent.
You will be required to pay the return shipping fee (if our pre-paid return label was used) before we can send the item back to you, to cover our costs.
If the fees remain unpaid and no dispute is opened with our support team for 90 days after the initial request is made, we may repair and re-list the item on our site to reclaim our costs and the case will be considered closed. The item will be irrecoverable at this point.
Return Postage (Batteries)
We are unable to provide pre-paid returns labels for loose batteries as Royal Mail do not accept them. If your battery is contained within an item which it is intended to power, Royal Mail can accept that item for return as long as they are made aware that the item contains a battery.
If you need to return loose batteries, you will need to use your own shipping service such as UPS, however please make sure you are following the courier guidelines at the time of creating the label to ensure that you can post batteries;
Why we need Images of Wiring, Soldering, Etc.
Why do you need these images?
Boards which have been wired, soldered, had connectors installed, or have been âelectrically modifiedâ in any way are no longer considered to be in the same condition in which they arrived.
However, we believe it would be entirely unfair to reject a return on the grounds that âitâs been modifiedâ if modification is inherently required to use the board or item as intended. Because of this, we instead request images of the electrical modification(s).
This allows both us and the manufacturer of the item, whom we often rely on to facilitate various returns / warranty processes, to verify that the board was installed and âmodifiedâ correctly, to a suitable standard, and as intended.
That way, we are able to rule out certain external factors as being the cause of the issue, and instead return the focus back to the board or item itself, allowing us to proceed with a warranty or returns claim despite the âmodificationâ of the item.
What happens if you donât get these images?
As we require these images to be able to rule out âelectrical modificationâ as the cause of any issues, the absence of these images prevents us from being able to do so. At this point, it is unfortunately very likely that the claim will be rejected on the grounds that the item was modified and no longer in the same condition it was supplied, without any chance for us or the manufacturer to inspect the modification. Essentially, it would be treated the same as any other modified item.
What if Iâve already removed my wiring, soldering, etc.?
If the youâve removed your wiring or soldering before taking clear images of it, we unfortunately will be unable to proceed with a claim unless a manufacturer agrees to do so. We would recommend reaching out to the manufacturer of your item directly. If the manufacturer agrees to proceed with a replacement, you can then choose to proceed with the manufacturerâs resolution directly, or you can contact us at this point to inform us of the situation, and we may be able to facilitate the repair/replacement/refund to save you time (waiting for shipping from the manufacturer, for example).
