Return & Refund Policy
Last updated
Our approach to defective goods, short shipments and returns. Because we supply business buyers rather than consumers, returns are handled as commercial claims against a shipment rather than as consumer returns.
What is covered
Manufacturing defects within the stated warranty period for the model, and shortages or damage attributable to packing or transit. Warranty periods are stated on each product page and range from 1 to 3 years depending on the model.
What is not covered
Claims are not accepted for failures caused by:
- Incorrect cable glanding, sealing or installation practice
- Over-voltage, lightning, or supply conditions outside the product’s stated input range
- Immersion of products not rated for immersion, or installation in an environment beyond the stated IP rating
- Operation outside the stated operating temperature range
- Physical damage, modification, or repair attempted by a third party
- Colour or appearance variation within normal manufacturing tolerance
How to raise a claim
Contact your sales contact with the invoice or order reference, the product and batch reference, the quantity affected, and photographs or short video of the fault. Where the failure rate is material, we may ask for a sample of the failed units to be returned for analysis, and we will state clearly who pays that freight before it ships.
Resolution
Depending on the finding, the resolution is replacement of the affected goods, credit against a future order, or refund of the affected value. Replacements are shipped with your next order unless a different arrangement is agreed, since shipping small replacement quantities separately is usually the most expensive way to resolve a claim for both sides.
Where the analysis shows the failure was caused by installation or operating conditions rather than a manufacturing defect, we will say so with the evidence, and will still help diagnose the cause — that diagnosis is usually worth more than the replacement would have been.
Returns of non-defective goods
Because goods are produced and packed against a specific buyer specification, we cannot accept returns of non-defective goods, and customised, branded or private-label items cannot be returned at all. This is standard for made-to-order B2B supply and is worth weighing when placing a first order — which is why sample orders are accepted at low quantity.
Time limits
Visible transit damage or shortage should be notified within 7 days of receipt, and noted on the carrier documents at the point of receipt. Manufacturing defect claims should be raised as soon as the failure pattern is established, so that batch analysis is still possible.
Questions about this policy
Use the contact page or the inquiry form and we will answer within 24 hours.