Shipping and Returns

Returns Policy

Our returns policy is in accordance with the Consumer Protection (Distance Selling) Regulations 2000 and forms part of our Terms and Conditions of Sale. If you have any specific queries regarding our returns policy please email customer.services@reelbox.co.uk

1. Distance Selling Regulations 2000

Goods ordered may only be returned within the first 7 working days for a full product refund including VAT, providing the following conditions are fulfilled:

• Goods returned must be received in as new condition with all software and product seals intact.
  
• Goods must be returned complete (including all packaging, cables, manuals, CD’s etc for that product). If any item(s) are missing when received then the product is deemed incomplete (see 1.1).
  
• The packaging of the goods must be unmarked and undamaged.
  
• All returns must be authorised and an RMA Returns Form included with the returned product.
  
• Carriage costs for despatch and returning the Goods are your responsibility.
  
• The Goods remain your responsibility during transit and until signed for by us.
  
• All goods must be returned within 7 days of the Returns Material Authorisation (RMA) form date of issue.

1.1 If the upon receipt the returned Goods fail to meet the above conditions then the Supplier may refuse to accept the Goods or charge a restocking fee (£20 or 20% whichever is greater).

2. Faulty Products

If you believe your goods have been delivered faulty or damaged, or a fault appears in the first 30 days after delivery please contact technical support for assistance. If your problem can’t be resolved by telephone or email the item can be returned for testing providing the following conditions are met:

• All returned Goods must be authorised and an RMA Returns Form included with the returned product.
  
• Goods should be returned complete (including all packaging, cables, manuals, CD’s etc for that product).
  
• Return shipping cost are your responsibility. If the item tests faulty as described, we will refund your shipping costs to a maximum of £6.50.
  
• The goods are your responsibility until signed for by us.
  

If the goods are found to be faulty

• We will offer a refund OR if found defective a working replacement will be sent to you.
  
• We will refund your return shipping costs (£6.50 maximum).
  

If the items are found to be not faulty

• A £10 test fee will be charged and the goods will be returned to you as received together with a test report.
  
• You are responsible for any collection or return delivery charges incurred.
  
• We will offer a refund subject to a re-stocking fee of £20 or 20% (which ever is greater) in addition to the £10 test fee.

3. Faults under warranty

If the item develops a fault within the manufacturers warranty period you can either return the item to the manufacturer or reelbox.co.uk though in most cases it is speedier to return the item to the manufacturer directly. In returning the item to reelbox.co.uk the following conditions must be met:

• All returned Goods must be authorised and an RMA Returns Form included with the returned product.
  
• Goods should be returned complete (including all packaging, cables, manuals, CD’s etc for that product).
  
• The goods are your responsibility until signed for by us.
  

4. RMS Instructions

Print this form, fill in all spaces completely, and fax to +44 (0) 1179 854700 Attn: RMA Department.

• Proof of purchase must also be faxed with this application.
  
• Upon review of your request, we will telephone you with an RMA Number that will be valid for 30 days.
  
• This RMA Number MUST be visible on the outside of your shipping carton.

DOWNLOAD THE RMA FORM HERE

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