We want you to be happy with every order. This Returns Policy explains what to do if something is damaged, faulty or not what you ordered. It forms part of our Terms & Conditions.
1. Damaged, missing or incorrect items
- Please check your delivery when it arrives. Note any visible damage on the courier's paperwork.
- Tell us within 5 working days of delivery by emailing enquiries@equipiotech.co.uk with your order number, a description of the problem and, if possible, photos.
- We will arrange a replacement, collection or refund at no extra cost to you.
2. Faulty items
- Dead on arrival: if an item does not work when first used and you report it within 14 days of delivery, we will arrange a replacement or repair.
- After 14 days: faults are covered by the manufacturer's warranty. We will help you raise a claim with the manufacturer, which may repair or replace the item directly.
3. Unwanted items
- As we mainly supply businesses, there is no automatic right to return items you no longer want. However, we may accept returns of unopened, unused items in their original sealed packaging if you contact us within 14 days of delivery.
- Accepted returns may be subject to a restocking fee of up to 15% and the cost of return shipping. We will confirm any charges before you send items back.
- Items that cannot be returned include: items ordered specially or configured to your requirements, software and licences once activated, and consumables that have been opened.
4. How to return an item
- Email enquiries@equipiotech.co.uk with your order number and the reason for the return.
- We will give you a Returns Authorisation (RMA) number and instructions. Please do not send items back without an RMA number.
- Pack items securely, ideally in their original packaging, with all accessories and paperwork.
- Back up and remove any data before returning devices. We cannot be responsible for data left on returned equipment.
5. Refunds
Once we have received and inspected a returned item, we will process any refund within 14 days, using the original payment method or as a credit to your account.
6. Consumers
If you are buying as a consumer, this policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. These include the right to cancel most distance purchases within 14 days of delivery.
7. Contact
For any returns question, email enquiries@equipiotech.co.uk.