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Returns Policy
There are many reasons why you might want to return your goods back to us. Maybe they’re faulty or you’ve simply changed your mind and no longer require the goods.
To enable both you and us can track the progress of your return, you’ll need to get a Returns Material Authorisation [RMA] number from us. If you send something back without an RMA number, we will not be able to identify it as yours when it comes back to us and the product will probably get lost. As such, all returns MUST have a valid RMA number. We have a fully automated online returns system which automatically issues a returns number – please visit our Returns page.
Before you start the online returns process, please read our returns policy below to check the circumstances under which we’ll authorise your return. Once you’re happy that you’ll be allowed to return the product, you’ll need to get an RMA Number – follow the step by step process below.
How to process your return
Complete all requested information on the returns form, including your original order number, item to be returned and reason for return. Once you’ve completed the steps and submitted the form you will get an email confirming the RMA details which provides you with more information about what you need to do next. It’s important that you read this and follow the instructions carefully. IMPORTANT: Once we’ve issued an RMA number, it’s only valid for 14 DAYS. If we’ve not received the goods back after 14 days, the RMA number will no longer be valid. It’s therefore important that you do send the goods back WITHIN 14 days of the RMA being issued.
Returning your goods: In order to process the goods, we do require the item to be returned complete, including all accessories and any user passwords that, if left in place, would prevent us from fully testing the item. If the item is a bundle made up of multiple different components, all individual components must be returned.
Packaging Goods for Return
IMPORTANT: Please ensure that the product is packaged sufficiently, otherwise it may get damaged on its way back to us and we can’t be liable for this damage.
What happens next?
Once the RMA has been issued you’ll be able to track the progress of the return by logging onto your account.
Once we receive the goods back and have inspected them, we will either refund your payment [using the same payment type you used to pay for your order] or replace the goods or arrange a repair. This will depend on the reason you returned the goods and the length of time you’ve had the goods.
Returns Policy
If You Have Simply Changed Your Mind
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that we are notified within 72 hours of receipt of goods.
You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order.
The delivery charge incurred by Duplex when sending the goods to the purchaser originally, will be deducted from any final refund amount calculated
Goods Are Faulty On Arrival
If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund.
Goods Become Faulty During Use
If your goods become faulty after delivery and are still under warranty, we will always instruct you to contact the manufacturer directly for a warranty repair or replacement. This is often the quickest way to have a fault resolved. For example in some cases, manufacturers provide a special full on-site service and/or telephone help facilities for your convenience. Alternatively you can contact us directly if the goods do not conform to the contract made between us. (Nb warranty periods are usually one or two years depending on the manufacturer)
Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods.
Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 72 hours of receipt of goods with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. In most cases, where goods are being returned to us due to damage on arrival, then a repair is simply not practicable.
Goods Not As Ordered
If you receive goods from us that differ from what you have ordered, then we require that you notify us within 72 hours via the following email address [email protected]
Goods Or Order Duplicated
In the event that your order or goods have been duplicated by mistake, then please notify us as soon as possible via the following email address [email protected]
Packaging Goods for Return
In all cases where goods are to be returned to us, then please ensure that you read our Return of Faulty Goods: Packaging Guidelines
Packaging Guidelines:
- If you are returning something to us it’s important that it is packaged correctly so that it does not get damaged during transit.
- We therefore suggest that you package the item in its original packaging (assuming that you have the packaging and it is still intact).
- Where it’s not possible to use the original packaging, please ensure that the goods are sufficiently packaged and cushioned to protect against any reasonable scratching or damage that may occur during carriage, handing and/or sorting.
