Returns & Replacement Policy
Should you wish to return a product, you can do so within 60 days from date of receipt. The return is subject to a restocking fee of 25%. Please call our Customer Services Team on 0121 561 2222 to obtain an Authorised Returns Number. The Authorised Returns Number is valid for 10 working days from the date of issue. A return without an Authorised Returns Number or with an expired Authorised Returns Number will not be accepted.
The returns package needs to be marked with the Authorised Returns Number and returned to the warehouse as instructed by the Customer Support Department. Any item that has been used should be de-contaminated before return. Any associated fees and return freight charges are the responsibility of the returning organisation.
Damaged on Arrival or Incorrect Items were sent
Please accept our apologies if an item has arrived damaged or is the wrong when you receive it. Please call our Customer Service team immediately so we can do something about it quickly. We may require proof of damage so if you can take a photo and email us, that would be great. Where a courier wants you to sign for damaged goods, please write a note that they are damaged or "Awaiting inspection". If you have received the wrong order, we would like to check any product numbers on your order. We'll arrange to get the item collected. Once we have received the items and confirmed damage, we will refund the cost in full.
Defective items will be repaired or replaced under our existing manufacturer’s warranty. We will probably need to get the item back to be able to fix or issue a replacement. This can only be done once the fault has been confirmed. If you can’t wait for the item to be returned to you, please place a new order and we will refund or replace the initial item or send out as soon as the fault is confirmed.
Credit will not be given for items unsuitable for re-sale (excepting those items returned under a substantiated warranty claim). Items must be returned in original packaging and are subject to inspection. Items that have been marked or arrive with damaged packaging will not be accepted. Any item that has had a serial number removed will not be accepted.
Any product shortage must be reported within 5 days of receipt. Carrier deliveries must be counted and checked upon arrival and any damage or shortages must be documented on the delivery receipt.
Special orders and products that are not reusable once opened are not returnable.
Our products are covered against defects in workmanship and materials of our products: https://www.etac.com/en-gb/uk/support/product-support/warranty/