Refund and Returns Policy

  1. Returns Requirements
    1. We hope you love your purchase, but if you need to return an item, you have 30 days from the date of receipt to request a return.
    2. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
    3. Non-faulty items must be returned unused and in a saleable condition.
    4. Postage costs will be refunded for returned faulty products only.
    5. Items must be complete with all included accessories.
    6. You’ll need your receipt, invoice, or order reference number for verification.
  2. Faulty or Not as Described Items
    1. If your item is faulty, damaged, or not as described, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015.
    2. If you notify us within 30 days of receiving the goods, you have a short-term right to reject the item and claim a full refund.
  3. Change of Mind (Online Purchases)
    1. Under the Consumer Contracts Regulations, if you purchased your items online or over the phone, you have the right to cancel your order up to 14 days after receiving the goods.
    2. You then have an additional 14 days to send the goods back to us.
  4. Exceptions
    1. Please note that certain items cannot be returned unless they are faulty. These include:
      1. Perishable goods (e.g., food, flowers)
      2. Personalized or custom-made items
      3. Sealed items that have been opened (e.g., software, cosmetics)
  5. How To Return an Item
    1. You can opt for an exchange, refund or repair.
    2. Calltronics Ltd. may ask for photographs prior to collection, to help them better understand the product fault or delivery damage.
    3. Postal Returns
      1. Print off and fill out our returns form with all your order details.
      2. Attach the returns label to the package and ensure postage is paid.
      3. Ensure all original packaging and order number(s) are included.
    4. Collection Returns
      1. We can arrange a collection of your item for a fixed fee.
      2. Collection fees will be added to your refund for faulty returns only.
      3. Simply contact us to arrange a collection from our carriers.
      4. Any delivery or collection fees for faulty items will be refunded to you.
  6. Our Refund Process
    1. If you’ve requested a refund for your returned item, it will be made to the payment method you used when buying it. Refunds will be processed once the item has been collected, returned, and verified.
    2. All refunds are made to the original payment method used when buying the item.
    3. Postage or collection costs are refunded for the return of faulty items only.
    4. Refunds to debit and credit cards can take 3-5 working days.
    5. Refunds to PayPal can take 5-10 working days.
    6. If you’ve not received your refund within this time, please contact us.
  7. How To Cancel an Order
    1. You can cancel your order at any time before it’s dispatched.
    2. Our pick-and-pack process is very quick, so it’s best to call us on 01207 267 476 as soon as possible – our Offices are open from 9am to 5pm, Monday to Friday.
    3. If we can cancel your order before it leaves the warehouse, a full refund including delivery charges will be made to your original payment method within 14 days of cancellation.
    4. If it’s too late to cancel your order, you can still return the unused item using our returns procedure.
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