RETURN POLICY UK

 

Incorrectly ordered or unwanted items


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange unless faulty.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.


To complete your return, we require details of your original order number and date of order.


Special order items

If you change your mind about an item which was not in stock and was ordered in especially for you, we may have to charge a fee of up to £11 which goes towards our costs or returning the item to the manufacturer.


Faulty items


Each of our manufacturers has a different Return Merchandise Authorisation (RMA) procedure.

For some it will simply be Home Control Shop decision, for others the manufacturers Tech Support must authorise us to issue a replacement or refund and return the item for investigation.

For all return issues please email us a concise summary of your issues and we will get back to you as soon as we can outlining the steps to take to get the issue resolved.
Email support@homecontrolshop.com

Do not send your item back to us unless you have received an RMA number from us, any items returned without a number will not be accepted and will be sent back to you at your cost.

Items returned will be tested by ourselves BEFORE a refund or replacement will be authorised. If it is found the item is not faulty, or has been damaged we will be happy to return it to you, at your expense.


Please do not send your purchase back to the manufacturer unless requested by ourselves.



Compatibility Problems


Although we do where possible publish guidance of compatibility we do not take liability for compatibility and suitability of products.


From the time of publishing, in rare cases manufacturers release patches which close off compatibility or some devices need extra "Handlers", "Compatibility files" or "Drivers" to make them work fully together.


It is up to the customer to research before they purchase to find out if products are compatible. A product is not returnable as "Faulty" just because it is not compatible with the customers other equipment.


That being said, as a gesture of goodwill, we have on occasion offered a partial refund on an item which is otherwise in good condition where we are able to use it as a Demo product or sell it on as a used item.



Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.


Below are examples of situations where refunds would not be granted;

Book with obvious signs of use, such as the Z-Wave Basics book.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery.
Any item that is not faulty but is not compatible with customers other products.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.



Late or missing refunds (if applicable)

Refunds are normally fairly quick to process, this may take up to 5 days to show however on occasion.
If you haven’t received a refund yet, first check your bank account/paypal again before contacting.

If you’ve done this and you still have not received your refund yet, please contact us at accounts@homecontrolshop.com

We can check from our end if the refund has processed and either reissue it or give you details or the transaction so you can take action with your bank/paypal.



Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.



Exchanges (if applicable)

We only replace items if they are defective or damaged. 

If you need to exchange it for the same item, send us an email at support@homecontrolshop.com.

You will be directed to follow the Return Shipping (Damaged or Defective items) procedure as below. 



Return Shipping (Incorrectly ordered or Unwanted items)

To return your product within our 30 day terms, you should mail your product to the following address after discussing it with us first;

Home Control Shop

2 Marine House
Bents Road
Montrose
Angus
DD10 8PU


You will be responsible for paying for your own shipping costs for returning your item.

Original postage and packaging costs are non-refundable. If you receive a refund, the cost of original postage and packaging  will be deducted from your refund.



Return Shipping (Damaged or Defective items)

Contact us for details of our Royal Mail Returns portal.

You will be able to print out a free shipping label and the return to us will be taken care of at our cost.


RETURN POLICY NON-UK


For purchases from outside the UK the above terms and conditions apply except;

The buyer will be responsible for any return postage costs from their country to the UK in all cases

In the case of unauthorised returns or returns of non faulty items being returned as faulty, you will be liable for the full cost of returning the item to you.