Terugbetalingsbeleid

30 Day - No Quibble Return & Your Right to Cancel

In addition to our 30-day return policy, UK customers have a statutory right to cancel their order within 14 days of receiving the goods, without providing a reason. This is often referred to as the 'cooling-off period'. If you wish to exercise this right, please notify us within this 14-day period.

If a product doesn't meet your expectations, or you need to return it for some other reason:

• You can request to return any product within 30 days of receipt.
• The product must be returned in 'as new' condition, complete with all packaging, cables, etc.
• The returned product and packaging will be inspected before it is accepted and your refund issued. Products not suitable for return (damaged or incomplete) will be returned to you at your cost, and no refund given.
• Once accepted, you will receive a full refund. Alternatively a credit can be applied to your account to be used at a later date.
• Unless an item is faulty (see 'Faulty Products' below), customers are responsible for the cost of return shipping for unwanted items under our 30-day policy or the 14-day statutory cancellation right. We recommend ensuring this cost is understood before purchase.
• All return requests must be made using the process outlined below. Returns without a valid RMA Number and authorisation will not be processed.
• All products must be received within 14 days of the date that your return request is Approved by our Customer Services department, or the return request will be cancelled.

365 Day Returns

You can return unused, unneeded products to Vesternet for a store credit anytime within 365 days of your order.

• You can request to return any product up to 365 days after it has shipped from Vesternet.

• The product must be unused in its original sealed, undamaged packaging.

• The returned product must be a current product (not obsolete or discontinued).

• You will receive a store credit for the value of the goods that can be used to purchase other Vesternet products.

• The returned product and packaging will be inspected before it is accepted and your credit issued. Products not suitable for return (damaged or incomplete) will be returned to you at your cost, and no credit given.

• All return's requests must be made using the returns process outlined below. Returns without a valid RMA Number and authorisation will not be processed.

• All products must be received within 14 days of the date that your return request is Approved by our Customer Services department, or the return request will be cancelled.

Compatibility Problems

In some cases products don't work fully or correctly together, even though they should do - this does not mean that the products are faulty.

Usually compatibility issues are resolved quickly by the manufacturers concerned providing details of how to get the products working together, or by releasing a firmware update to fix the problem.

Vesternet offer a 30 Day No Quibble Return period (mentioned above) that allows you to return products should they not meet your expectations. Outside this period we do not accept product returns for compatibility reasons. By keeping the product after this period it is deemed that you are accepting of any compatibility issues that may exist at the time of purchase.

Faulty Products

All products are covered against hardware fault.

If you think that your product may be faulty, please contact our Technical Support department before raising a return request. They will help you to diagnose the issue and hopefully be able to resolve the problem for you.

PLEASE NOTE: For faults with controllers our Technical Support department may advise you to contact the manufacturer directly for assistance as often they are in the best position to help. In the event that the controller has a hardware fault the manufacturer will confirm this and authorise a replacement. It is in your best interest to do this because it means that the controller can be accepted immediately for replacement and won't need to be tested first.

Read more information about Vesternet's Technical Support.

All products returned as faulty will be tested upon receipt to confirm that the reported hardware fault is present. In the event that the product is found to not be faulty, the product will be returned to you as-is, at your cost.

Your rights for faulty goods under the Consumer Rights Act 2015:

• Within 30 days of receipt: You have the right to reject the faulty goods and receive a full refund.
• After 30 days but within 6 months of receipt: You are entitled to a repair or replacement. If a repair or replacement is not possible, or fails, you may then be entitled to a full or partial refund.
• After 6 months of receipt: You may still be entitled to a repair or replacement, but you may need to prove the fault was present at the time of purchase. We may offer a repair, replacement, or partial refund at our discretion.

 

Confirmed faulty products will be handled according to these rights. Where a refund is due, it will be processed promptly:

• Return postage costs will be covered.
• All return requests must be made using the process outlined below. Returns without a valid RMA Number and authorisation will not be processed.
• All products must be received within 14 days of the date that your return request is Approved by our Customer Services department, or the return request will be cancelled.

 

Exclusions and Exceptions:

Please note that the right to cancel within 14 days and our 30-day return policy may not apply to certain items, such as personalised products or digital content once downloaded, unless they are faulty. Any such exceptions will be clearly indicated on the relevant product page before purchase.