Our main priority is to make sure that you are 100% happy with the product that you purchase from us. However, in the event that you are not satisfied, our returns and refund policy is as follows:
1.1. Faulty Items
1.1.1. Product faulty (dead on arrival) within 7 days
If you purchase an item from us, and the products is not working or is faulty upon first use, this item will be treated as “dead on arrival (DOA)”. The fault must be reported to us within 7 days of the date of purchase to email@example.com. We will then assist to facilitate the DOA process with you, in line with the manufacturer’s procedures. Please note that in some cases, you may be requested to contact the manufacturer’s service centre to follow some troubleshooting steps before the DOA process can be implemented.
1.1.2. In-warranty claims
The warranty of the products that we sell are supported by the manufacturer. In the case of most faulty items, the standard warranty of the product will take effect. We will assist in facilitating this warranty claim, by collecting the item from you and booking the product in at the manufacturer’s nearest service centre.
Please note that DOA and in-warranty policies apply only to failure of the device, and do not cover wear-and-tear, water damage, damage arising from negligence or abuse, damage from alterations to the product or inadequate care of the product.
1.2. Items damaged on delivery
Should you receive delivery of an item, and the box or packaging is damaged on delivery, please do not accept delivery of the goods. Please return this immediately with the driver or courier, and let us know. We will investigate, and replace with an undamaged item as soon as possible.
1.3. Unwanted products / products ordered in error
If you wish to return a product to us, you are welcome to do so, provided that the packaging is not open, and that the item is not damaged or used. Should you wish to return an item, please let us know at firstname.lastname@example.org within 7 days of purchase. We will collect the item, and provided that the product is still in good condition and has not been used or opened, we will credit the item and the standard refund policy will then apply.
1.4. Items supplied in error
In the event that the item supplied is different to that on your order and invoice, we ask that you return this immediately with our driver or courier, before taking delivery. If the item is delivered before you notice the error, we ask that you inform us immediately at email@example.com, and that you do not open the box or packaging. We will collect the incorrect item and replace it with the correct one.
1.5. Items not meeting the advertised specification
While we do everything in our power to ensure that the product data is correct and up to date on our website, there may be times where the information supplied on the site is not the same as that of the actual product. In the case where Introstat has advertised the incorrect specification or product information, we will return the item. Should you require a credit for this, our standard refund policy would apply. Should you like to replace the item, an item with the correct specification will be sources where possible, and you will be advised of the difference in price before proceeding with replacement.
Please note that all items that are returned will be inspected before being replaced or credited.
2.1. Orders not processed
In the event that we are unable to supply the goods as per your order, we will refund you the value of your payment.
2.2. Returned products
Once the goods have been returned to us, they will be inspected before a refund will be processed. In the event that the product is not returnable as per the terms of section 1, the item will be returned to you. If everything is in order, your return will be processed and the standard refund policy will apply.
2.3.1. Credit card payments:
The authorised transaction will be cancelled within 24 hours of written confirmation that we will not proceed with the order.
2.3.2. EFT payments:
No EFT refund payment will be processed before the funds are cleared and showing in our bank account.
In order for us to process a refund, we will need a written request as well as your banking details. If the bank account into which the refund must be paid is a business account, we will also need a bank confirmation letter and company letterhead, for verification purposes.
Once we have received the refund request and supporting documents, a refund will be processed within 7 days. Alternatively, the value of your refund can be placed in your online account to use for future orders.
Please note: depending on your bank, payment may take up to 3 days from the date that we process a refund to show in your bank account. Should you not see the funds in your account after 3 days, please let us know.