Our Return and Refund Policy
RETURN POLICY – OUR 30 DAY MONEY BACK GUARANTEE
In addition to standard warranties and your statutory rights,
You can request to return a product within 14 calendar days of receiving your order in case you change your mind and within 30 calendar days if the goods are faulty or damaged
Instructions
1) “EVALUATION” & “SALE OR RETURN” AGREEMENT RETURNS
Goods should be returned “as new”, in Grade AAA condition. See RESTOCKING FEE notes below.
It is important you include every item in the original retail package including plastic bags/boxes/cable-ties, cables, manuals, documents, CD-ROMs, floppy disks, quick start guides and user guides.
- please don’t write on the box or celetape it, any damage to the original packaging/box and we may not accept the return.
- Complete the RMA Request Form electronically (if possible) and email to support@xinix.co.uk – reply to the related support ticket you raised.
- You will be advised of your RMA number within 24 hours; please call 03333055888 if you don’t receive an RMA within this period.
- Fill in the RMA# on each page of the RMA Request Form once it has been issued to you.
- Pack the Goods with a printed copy of the completed RMA Request Form(s).
- Unless Xinix have arranged collection (for Dead-on-Arrival units) please return the product(s) to: Xinix World, 137 Powys Lane, London, N13 4HL
2) Returns policy for consumers
| Working product in brand new condition and in original packaging | Working product but marked, or incomplete condition | Faulty product but otherwise in brand new condition | Faulty product and marked, incomplete or not in its original packaging | |
|---|---|---|---|---|
| Product returned within 14 days of receipt | You are entitled to a full refund. | Any reimbursement is entirely at our discretion. | You can return the item to us and we can give you a refund, credit note or replacement. | You are entitled to a replacement. |
| Product returned more than 14 days and less than 1 year after receipt | At our discretion we may issue you with a credit note. | Any reimbursement is entirely at our discretion. | You are entitled to a replacement. | You are entitled to a replacement. |
| The item is more than 1 year old | We can’t offer refunds on items of this age. | We can’t offer refunds on items of this age. | Unfortunately we cannot replace items of this age. We may offer a repair service. | Unfortunately we cannot replace items of this age. |
3) Returns policy for Traders
| Working product in brand new condition and in original packaging | Working product but marked, or incomplete | Faulty product but otherwise in brand new condition | Faulty product and marked, incomplete or not in its original packaging | |
|---|---|---|---|---|
| Product returned within 14 days of receipt | We will issue a credit note. | Any reimbursement is entirely at our discretion. | You can return the item to us and we can offer repair, replacement or issue a credit note. | Repairs, replacement and credit notes issued at our discretion. |
| Product returned more than 14 days and less than 1 year after receipt | At our discretion we may issue you with a credit note. | Any reimbursement is entirely at our discretion. | You can return the item to us and we can offer repair, replacement or issue a credit note. | Repairs, replacement and credit notes issued at our discretion. |
| The item is more than 1 year old | We can’t offer credit on items of this age. | We can’t offer credit on items of this age. | Unfortunately we cannot replace items of this age. We may offer a repair service. | Unfortunately we cannot replace items of this age. We may offer a repair service. |
4) You must take reasonable care of the goods – During the evaluation of the product it is expected that you take reasonable care of the goods (as you would when examining the product in a shop):
- You are obliged by law to take reasonable care of the goods whilst they are in your possession. We will not consider that you have taken reasonable care of the goods if they have been used in a way or to an extent beyond what would be reasonable when examining the goods in a shop before purchase.
- The goods must be returned with the original manufacturer’s packaging (which shall not be defaced or damaged) complete with accessories, manuals, documentation, plastic bags, warranty cards, tie wraps, and any other accessories that originally came with the product.
5) Returning products that raise hygiene concerns – Products that have contact with the ear, nose or throat can only be returned for a full refund if sent back with hygiene seals unbroken and in unused condition (you must exercise reasonable care when evaluating the product as you would in a shop).
It is our aim that customers are 100% satisfied with all products purchased at Xinix. Therefore, we understand that customers may be dissatisfied with the performance of products that raise hygiene concerns after they have tried them out. If this is the case please contact us and we may be able to offer credit for another purchase (subject to inspection of the returned product) or to purchase the product back as second hand (taking into account that we would need to dispose of the item as B grade in our clearance area).
6) Custom made products – Products that have been custom made to the customer’s specification cannot be returned for a refund or credit under the 30 day return guarantee.
6) Shipping costs – Products returned under the 30 day guarantee that are not faulty are to be returned at the cost of the customer and the refund for the order will be made less shipping costs.
7) Exceptions to this guarantee:
- No refund will be made if the goods are returned physically damaged, marked and or without original packaging.
- Products that have been damaged by the customer which require more cost to repair than the wholesale value of the product will be returned to the customer without a refund at their expense, regardless of when it was returned.
- Any and all products returned to us after the 30 day return/exchange period has expired cannot be accepted by Xinix under any circumstances and will be returned to the customer (at the customer’s expense) without a refund.
By making an order with Xinix, you hereby agree to abide by the conditions and terms of the above stated returns policy.