Every return needs a return authorisation number from us first. Goods sent back without one cannot be matched to an order and will be refused.
This policy covers orders placed on this site and on trade accounts. Where a written quotation or account agreement sets a different return window, that document governs.
On delivery
Check the shipment against the packing list. Where the outer packaging is damaged, note it with the driver before signing. Report shortages, wrong items and transit damage within 5 business days of delivery. Keep the packaging until the claim is settled — a carrier will usually ask to inspect it.
Dead on arrival
Hardware that fails on first installation is treated as DOA rather than as a warranty repair, and is replaced rather than repaired. The DOA window is 30 days from the invoice date. The unit must be complete, with all accessories and original packaging. Return shipping on a confirmed DOA is paid by us.
Unwanted goods
We accept returns of unwanted stock that is unused, unopened, in original sealed packaging and still a current line.
| Condition | Position |
|---|---|
| Window from invoice date | 30 days |
| Restocking charge | None on unopened stock; 15% where the manufacturer seal is broken |
| Return carriage | Paid by the customer |
Software licences, activation keys, cloud subscriptions and cut-to-length cable cannot be returned once supplied.
Refunds
Refunds are made to the original payment method only — we do not refund to a different account. Refunds are processed within 5 business days of the returned goods being received and checked. How long the money then takes to appear depends on your bank or card issuer.
Sending goods back
Write the return authorisation number clearly on the outside of the shipping carton, not on the product packaging — a manufacturer box written on with a pen is no longer resaleable and the credit will be reduced accordingly. Ship to the address on the authorisation, not to the address on your invoice.
Your statutory rights
Nothing in this policy limits rights you have under applicable consumer protection law, including California law.