Although this is rare, please contact our customer services by email and they will quickly organise replacement or repair of the unit. However you MUST please contact us by email or phone prior to sending goods back, as it might be that we just need to send an additional spare part, or can advise a simple fix etc.
Please first contact our offices by email or telephone if you need to cancel an order. If the order has already been despatched contact us immediately as we may still be able to stop the delivery - otherwise send the item back to our address in Vancouver for a full refund - but please enclose your order details so that we can process this quickly and efficiently. In this case your payment will then be returned via the original method of payment.
You have 14 calendar days from the day after an item was physically delivered to notify us that you wish to return an item. You then have an additional 14 calendar days from then to actually return the item or provide proof of the return if already completed. In this case your payment will be returned via the original method of payment (e.g. Paypal to Paypal or Bank to Bank). If the order has already been despatched please contact us immediately (as we may still be able to stop the delivery) or otherwise send the item back to our Vancouver offices for a full refund - but please enclose your order details so that we can process this quickly and efficiently.
We will always refund buyers within 14 calendar days, but usually much quicker, once we have received the returned item or proof of return. We will refund your original cost of outbound postage but not the cost of returning items (unless the item was originally shipped in error or is faulty).
As long as the item being returned is in “as new” condition, as originally shipped, we will not charge a restocking fee. If you are looking to return a used item then please email firstname.lastname@example.org to discuss if we can assist, and in this case we may need to charge a restocking fee.
To exercise your right to cancel, please contact:
Please state clearly your decision to withdraw from the contract. This statement can be made by post, fax or email. We will then acknowledge receipt of your cancellation. To meet the 14 day cancellation deadline, it is sufficient that you send your communication before the withdrawal deadline.
The rights above do not apply to the following contracts:
- The supply of goods which have been made, assembled or designed to an alternative customer specification on your request.
- If goods are sealed for reasons of health or hygiene and therefore not suitable for resale.
- Business to Business contracts that do not fall under Consumer Law.