Return Policy
We ensure complete satisfaction with every purchase. While we work diligently to provide products and services of the highest calibre, we understand that you may occasionally need to return an item. This policy outlines a clear process for handling returns, cancellations, and refunds.
Our Commitment and Legal Framework
Our Return Policy is drafted in accordance with UK law, specifically upholding the rights granted by The Consumer Contracts Regulations 2013 (Information, Cancellation and Additional Charges). This policy forms part of our overall Terms & Conditions.
If you have any queries or require further clarification, please contact our dedicated Returns Department immediately.
Initiating a Return: Requesting an RMA
All returns, regardless of the reason, must be pre-authorised. To initiate a return, you must follow these steps:
1. Notification
Notify us of your intention to return a product within 14 days of the original delivery date, unless otherwise specified below.
2. RMA Request
Request a Return Merchandise Authorisation (RMA) number from our team.
3. RMA Use
The valid Digital Devices RMA number must be clearly and visibly marked on the exterior packaging of the returned goods. Items returned without a valid RMA number may be rejected.
4. Time Limit
All authorised goods must be received by us within 14 working days of the RMA number being issued.
General Conditions Applicable to All Returns
To be eligible for processing, all returned products must adhere to the following mandatory conditions:
Condition Requirements
Goods must be returned in the condition in which they were received. This includes all original packaging, cables, manuals, manufacturer security seals (unbroken), and any promotional items or gifts that were included with the product.
Transit Responsibility
The product remains your responsibility during transit until it is officially signed for by a representative of Digital Devices at our premises. We recommend using a secure, tracked, and insured delivery service.
Physical Damage Policy
We are unable to accept products that exhibit physical damage, including, but not limited to, cracks, dents, scratches, defacement, or evidence of excessive wear and tear or wilful damage.
Return Scenarios and Timeframes
The refund or replacement options available depend on the nature of the return and the time elapsed since delivery.
| Scenario | Time Since Delivery | Action / Condition | Outcome (Unwanted Goods) | Outcome (Faulty Goods) |
|---|---|---|---|---|
Unwanted (Unopened/As New) | 0 – 14 Days | Product is unopened, unused, and in fully re-saleable condition. | Guaranteed Full Refund or an exchange to an equal value. | N/A |
Unwanted (Opened/Used) | 0 – 14 Days | Product is opened, used, or handled beyond what is reasonably necessary to inspect it (e.g., using it, breaking seals). | A Partial Refund or credit note may be offered, solely at our discretion, to account for the diminished value. | N/A |
Faulty or DOA (Dead on Arrival) | 0 – 7 Days | Product tested as faulty. DOA must be reported within 48 hours of delivery. | N/A | Full Refund, Replacement, or credit towards an alternative product. |
Faulty | 8 – 30 Days | Product tested as faulty. | N/A | Entitlement to a Repair or Replacement unit of similar age and condition. |
Faulty (Extended) | 31 Days – 6 Months | The product develops a fault within this period. | N/A | Entitlement to a Repair or Replacement via the manufacturer's warranty. Please contact the manufacturer directly for details. |
Faulty (Long Term) | 6 Months + | The item is older than 6 months. | N/A | Please contact the manufacturer for detailed information on their standard warranty and repair services. |
Dead on Arrival (DOA) Definition
To be officially classed as Dead on Arrival, we must be formally notified that the product is faulty within the first 48 hours following its delivery.
Shipping and Delivery Costs
Faulty Goods Coverage
We will cover the reasonable cost of return shipping only if the goods are confirmed as inherently faulty (faults present at the time of sale) or if the fault is reported within the first 7 days of delivery.
Unwanted Goods & Non-Faulty Returns
Except in the case of inherently faulty goods, the return shipping costs must be paid by the customer.
Premium Services
Customers who opt to use premium, timed, or specialised courier services for returns do so at their own discretion. We are unable to refund these premium costs beyond our standard shipping rate.
Non-Faulty Tested Goods
If a product is returned as faulty but is subsequently tested by our technicians and found to be fully operational, you will be liable for any collection, testing, or redelivery charges incurred.