Refund and Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will replace it, or credit your account, subject to the below terms. This Policy applies to products bought from the Electro X online store.

 

This Policy forms part of the Electro X Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

 

Covid–19 Returns Terms and Conditions

 

In light of the Government restrictions that have been put in place during the national Covid-19 lockdown, we have had to make some temporary changes to our returns policy.

 

These changes will apply with immediate effect in addition to the Standard Terms and Conditions. Where there are any inconsistencies between these Covid-19 Returns Terms and Conditions, and our Standard Terms and Conditions, these Covid-19 Returns Terms and Conditions will apply specifically during the lockdown period.

 

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:

 

  1. Package your products safely and securely for protection during transit;
  2. Clearly mark your return reference number on the outside of the parcel; and
  3. Include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

 

1: Unwanted products

You can return an unwanted product to us, provided:

 

  1. It is undamaged and unused, with the original labels and stickers still attached;
  2. It is not missing any accessories or parts;
  3. You log a return via Email within 7 days of delivery to you or collection by you of the unwanted product; and
  4. It is not one of the products listed below.

 

Changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

 

  1. A digital product such as an electronic voucher, or another digital download;

 

Once we have inspected the product and validated your return, we will refund or replace (if possible) the product within 14 days of return.

 

We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.

 

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us by way of email and we will refund/replace the product from you provided that the refunds policy terms are met.

If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you within 14 days of the return.

 

Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 7 days of such delivery/collection by logging a return via Email.

 

Once we have inspected the product and validated your return, we will at your choice replace the product as soon as possible (if such a replacement is available) or refund you with the purchase price of the product within 14 days of return.

 

Defective products

We do our best to ensure that the products we deliver to you are of high quality, and in good working order, and without defects.

 

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

 

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

 

  1. Faults resulting from normal wear and tear;
  2. damage arising from negligence, user abuse, or incorrect usage of the product;
  3. damage arising from electrical surges or sea air corrosion;
  4. damage arising from a failure to adequately care for the product;
  5. damage arising from unauthorized alterations to the product;
  6. where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and

 

Standard Warranty

If you have received a product that turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery/collection of the product (except in the case of an extended supplier warranty, which is set out below).

 

You can do so by logging a return via Email. Once we have inspected the product and validated your return, we will at your choice replace the product (if we have the same product in stock to use as a replacement) or refund you with the purchase price of the product within 14 days of return. If the replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a refund.

 

Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6 month period.

 

Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. USD10.00 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

 

Where you have used a Fixed Coupon to pay for an order, and you or Electro X later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a refund in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the canceled or returned product(s) (as applicable), and we will refund you with the balance, if any. We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Electro X may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will refund you.

 

Where you have used a Percentage Coupon to pay for an order, and you or Electro X later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a refund in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the canceled or returned product(s) (as applicable), and we will refund you. We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Electro X may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will refund you.

 

Bundles

There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:

 

Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a refund in respect of any component product, we will refund you with the actual purchase price you paid for such a product as displayed in your order history.

 

Charges and refunds

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return,  or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to refund you in respect of the returned item only.

If you return a product that does not comply with this Policy, you may be liable to reimburse Electro X for the cost of having the product returned to you.

 

Under no circumstances will donations you make on our Website or any goodwill credit you may receive from us, be refunded.

 

Please note that we only refund the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card.