Refund and Returns Policy
1) You cannot Cancel your order once the product has been shipped out unless it has been delivered already.
The return and refunds policy is applicable within 3 to 7 days after the product delivery.
2) If you are a consumer and you place your order away from a physical store, you have the legal right to cancel the contract within a specific period. During this period, if you change your mind or have any other reason to not want the product or equipment you ordered, you can inform us of your decision to cancel the contract and receive a refund.
NB: Custom-made products are not eligible for cancellation.
3) Your legal right to cancel a contract begins from the date of the written acknowledgement, which is when the contract between us is established. If the product has already been delivered to you, you have 7 working days to cancel, starting from the day after you receive the products. If you have hired equipment or ordered services, you can also have a 7 working day period from the day the contract was formed unless the hired period or services have already commenced with your consent, in which case your cancellation right ends when the hire period or services starts. Please note that this time frame excludes Saturdays, Sundays and public holidays.
4) To cancel a contract, you must contact us in writing by sending an email or by mailing a letter to any of our addresses around the globe (USA, Canada, Australia or Thailand). It is available to retain a copy of your cancellation notification for your records. The effective date of your cancellation will be the date you sent an email or post the letter to us.
5) Upon cancellation, you will receive a refund, including the product or hire charges and any applicable delivery fees. We will process your refunds as soon as possible and in any case, within 30 days from the day you notified us of the cancellation and described in the clause above.
6) Refunds will be issued to whichever means you used in making the payment, behind it Paypal, Credit or debit card, wire transfer or bank transfer etc…
7) If the products or equipment were delivered to you,
i. We may request that you return the product to us or we will arrange for their collection from the delivery address based on our choice. We will coordinate a suitable collection time with you.
ii) Unless the products or equipment are not faulty as mentioned above, you are responsible for the collection cost. Standard collection costs apply for the retrieval of products or equipment.
iii. You are legally obligated to retain possession of the products or equipment and take reasonable care of them while they are in your possession.
iv. Specific details regarding your legal right to cancel and instructions on how to exercise this right are provided in the Written Order Acknowledgment.
v. As a consumer, you always have the legal rights regarding faulty or misdescribed products or equipment. This right remains unaffected by the returns policy outlined above. For further guidance on your legal rights, please consult your local Citizens Advice Bureau or Trading Standard Office.
vi. If you are a consumer, it’s essential to be aware of your rights when it comes to products or equipment that may be faulty or not as described. These rights are separate from the return and refund policy discussed above. For comprehensive guidance on your legal rights, consider reaching out to your local Citizens Advice Bureau or Trading Standard Office.
In summary, our return and refund policy provides consumers with the opportunity to cancel a contract within a specified timeframe as long as the conditions described in the policy are met. This policy is designed to ensure that consumers have the ability to make informed decisions and exercise their rights in case the received products or equipment do not meet their expectations.
It’s important to review the specific details of the Written Order Acknowledgment for precise information about your legal right to cancel, as well as additional instructions or requirements related to cancellations and returns. We are committed to providing our customers with fair and transparent terms for cancellations and refunds in accordance with applicable consumer protection law.
