Returns principles & process
Before returning products to us, you must keep them in your possession and must take reasonable care of them.
When you return products to us (for instance, because you are a consumer and have cancelled the Contract between us within 7 working days of receipt of the products, or because you claim that the products are defective), we will examine the returned products and will notify you of whether you are entitled to a refund. We will notify you by email and within a reasonable period of time. We will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible. In any case, we will process the refund within 30 days of the day we received your cancellation or the day we confirmed to you via email that you were entitled to a refund for delivery of the defective products.
Products returned by you because of a defect from new, will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
If you are a consumer and have used the right to cancel (set out above) to cancel the Contract between us within 7 working days of receiving the products, we will refund you in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.
All defective products are subject to testing prior to repair or exchange. If no fault is present then we reserve the right to charge a testing fee and to charge for return carriage.
Charges for returns* Unwanted items: Customers are responsible for returning unwanted items to us at their own cost. Faulty items: We will either arrange to collect an item that has been reported to us as being faulty, or we will send a Royal Mail 'Free post' returns label.
Returns packaging guidelines* In order for us to process your return in the fastest and easiest manner please follow the steps below (these steps do not in any way affect your right to cancel).
1) Please write to us at email@example.com with the following information:
Your full name, address and a daytime contact telephone number
Your original Superfi order number
The reason you wish to return the item (is it faulty, unwanted or was it damaged in transit?)
For unwanted items, you must inform us of your decision to cancel and return within 7 working days of receiving the product(s). We will send you applicable instructions within five days. Please do not return goods until you have received our reply. You must then send the goods back to us as soon as possible once you have cancelled the contract.
2) What you need to return.
All accessories/leads/power supplies/manuals, unless specifically instructed otherwise
The original box and packaging wherever possible
If faulty, a covering letter detailing the fault, the circumstances under which it occurs and how it manifests itself
A copy of your purchase receipt (please do not send the original) or your order number, name & address
Your daytime telephone number and return address.
3) Tips on packing your product for return.
To make sure your product is not damaged in transit please follow these packing tips (these steps do not in any way affect your right to cancel):
There are no loose accessories which can knock against the casework and cause damage or become damaged
The product is well cushioned, padded and protected, paying particular attention to corners and edges, especially on heavier items such as speakers or subwoofers, the corners of which can easily suffer damage if knocked or dropped
Any spikes or other removable parts which will stick out and are not fixed when supplied new, are removed and packed safely, prior to wrapping
Mains plugs or other hard, sharp items are not placed so as to create dents and scratches during transit.
4) If you do not have the original packing.
Protect corners with double layers of cardboard
Wrap with at least three layers of bubble wrap or equivalent cushioning
Put in a box slightly larger than the item when wrapped, with sufficient further padding to ensure the item will not move around in transit
Screwed up newspaper and shredded paper make excellent filler for all those gaps (this stops the box getting pushed in against the item) and more tightly packed bubble-wrap/cardboard/Styrofoam on corners, edges & vulnerable areas will keep things safe.
Your parcel has to go through an automated sorting hub, so please follow the above advice to ensure it arrives safely.
Thank you for taking the time to read and follow these instructions.
Information on exchanges (if appropriate)
Returns Policy: Customers who make a purchase between the 1st December and the 20th December will have 28 days to return unwanted items to us. Customers are advised that returns will take 7-10 days to process during the Christmas and New Year period.