Habitech Returns / Order Cancellation and After Sales Policy
 

Returns Procedure:

It can be frustrating and annoying if your product develops a fault, so we try to make our returns or repair service as painless as possible.

If you need to return any goods to us, a Goods Return Material Authorisation (RMA) must be obtained from Habitech Service department for each individual item to enable us to identify goods and process returns in a timely manner.

Once an RMA has been created you will be e-mailed an RMA acknowledgement which will include paperwork that should be printed off and secured onto the exterior of the package. Goods must be returned in the original manufacturer's packaging (which shall not be defaced) complete with all accessories, manuals and documentation. The RMA Reference Number must be clearly shown on each individual parcel being returned.  

Any products being returned are done so at your risk so please take reasonable care and ensure that they’re fully insured, correctly addressed and adequately packed. To avoid defacing the manufacturers packaging we suggest that products are either put into further boxes and / or protected using additional packaging material.

Please note that we reserve the right to reject any RMAs where products have been made unfit for resale or damaged whilst in your possession.

RMAs are only valid for ten (10) days from issue after which time the RMA will be cancelled. Any shipments received that are not consistent with the RMA, or after the RMA has been cancelled will be refused. Habitech is not responsible for products returned without a valid RMA number. Any items returned without an RMA number will be quarantined which will delay processing and effecting a repair / replacement or refund.

Our Technical Team can be contacted via e-mail at TechSupport@habitech.co.uk You will need to provide the Make, Model Number, Serial Number, Date of Purchase and the Reason for return. Alternatively, you can use our online chat feature found here
 

Order Cancellations / No Longer Required:

If, for whatever reason, you change your mind and would like to return your order within 15 days of receipt, we’re happy to refund or exchange your purchase if it’s in its original packaging and “as new”. To be entitled to a full refund the goods must be returned in the original, undamaged and unmarked packaging and within 10 days of the RMA being issued.

If you wish to return goods outside of 15 days but within 30 days and they are in “as new” condition and a current product, then you may return the goods, but a restocking fee will apply.

When you cancel an order, you are responsible for the in-bound carriage costs of returning ‘unwanted’ goods. Please ensure that any goods being returned are fully insured, correctly addressed and adequately packed so that they’re not damaged whilst in transit. To avoid defacing the manufacturers packaging – all items should be either put into further boxes and / or protected using additional packaging material.

Once received all product(s) on the RMA will be tested / checked by our Service team before processing a refund for the cost of the product less any restocking fee. We reserve the right to make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you. We will acknowledge receipt of the goods and evaluate them within 5 working days of receipt.

Exclusions:

  • All Custom orders, Special orders and non-stock product
  • Projecta screens
  • Middle Atlantic Racks
  • Sanus Racks
  • JVC Projector lamps
  • Acurus
  • Wisdom
  • James Loudspeaker
  • Cable (SCP, Cleerline & Planet Waves)
  • Graded or Clearance products

 

Sale or Return Items:

The purpose of Sale or Return (SOR) is to enable the integrator or End User to evaluate the product with a view to purchasing the item. Items supplied on Sale or Return are strictly provided on a 14-day sale or return basis. If you decide that you do not want to purchase the product it is “the customers” responsibility to contact Habitech before the 14-day period expires to request an RMA and arrange the return of product(s) to Habitech within 10 days of the RMA being created.

You are responsible for the in-bound carriage costs of returning ‘Sale or Return’ goods to Habitech.  Please ensure that any goods being returned are fully insured, correctly addressed and adequately packed so that they’re not damaged whilst in transit.

To be entitled to a full refund the goods must be in an ‘as new’ condition and returned in the original, undamaged and unmarked packaging, along with any accessories and power cables (where applicable). To avoid defacing the manufacturers packaging – all items should be either put into further boxes and / or protected using additional packaging material.

Once received the goods will be tested / checked by our Service team before processing a refund for the cost of the product. We reserve the right to make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you.


Items Damaged in Transit:

It is your responsibility to check the products upon delivery. Upon delivery of your Order you will be asked to sign for the Products confirming receipt in good condition. If the Products do not appear to be in good condition then please refuse the delivery and notify Habitech immediately.

If you are unable to check the contents of your delivery at the point of delivery then please sign for the parcel as “unchecked”. Failure to do so may affect any warranty or other claims that you make thereafter.

If any items are damaged in transit, after accepting delivery, you must report it to Habitech within 24 hours and take photos of the damage to the packaging and the products as these will be required when contacting the office. Habitech will arrange for the Items to be collected and for replacement products to be sent out if stock is available. They should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse and checked, we will issue a full refund against your account.


Faulty Goods
 

DOA or faults within 28 days:

If your purchase is faulty on arrival or develops a fault within 28 days from purchase you are entitled to an “*Advance Replacement” product subject to stock availability, or a refund.

If the item is a Graded product then the “Advance Replacement” will also be Graded product, if available.

You should contact Habitech Service team to arrange an RMA for any DOA / faults within 28 days of purchase. You are responsible for the in-bound carriage costs of returning goods to Habitech.  Please ensure that any goods being returned are fully insured, correctly addressed and adequately packed so that they’re not damaged whilst in transit.

To be entitled to a full refund the goods must be in an ‘as new’ condition and returned in the original, undamaged and unmarked packaging, along with any accessories and power cables (where applicable). To avoid defacing the manufacturers packaging – all items should be either put into further boxes and / or protected using additional packaging material.

Once received the goods will be tested / checked by our Service team. Once the fault has been verified we will process a full credit to your account. If no fault is found during the testing process, we will return the item to you with an administration charge of £35 + VAT plus the out-bound return carriage costs.

*An advance replacement can be a new identical product or graded product shipped from Habitech stock subject to availability. Alternatively, this could involve a site visit by the manufacturer prior to a replacement being provided.


 

Faults within the Manufacturer’s Warranty Period but older than 28 days

If your product develops a fault after 28 days and is within the manufacturer’s warranty period, you are covered by the manufacturer’s parts and labour return-to-base warranty repair service. In some cases, the manufacturer may provide a “*loan replacement”.

Often repairs are carried out by the manufacturers’ own repair agents with whom we have arrangements in place to ensure your product is repaired by skilled and qualified engineers. In all cases, we reserve the right to inspect the product and verify the fault.

You should contact Habitech Service team for an RMA and then return the items to us in their original/replacement packaging complete with all accessories and documentation.

You are responsible for the in-bound carriage costs of returning goods to Habitech during the warranty period.  Please ensure that any goods being returned are fully insured, correctly addressed and adequately packed so that they’re not damaged whilst in transit.

Once received the goods will be tested / checked by our Service team. Once the fault has been verified we will process the repair / replacement.

If it is evident that the defect has arisen because you have failed to follow the manufacturer’s instructions as to the storage, installation, commissioning, use or maintenance of the Goods, or if you have altered the goods without the written consent of the manufacturer we reserve the right to refuse a repair, replacement or refund.

If no fault is found during the testing process and the product is found to be in good working order without defect, we will return the goods to you. In this instance, you will be charged an administration charge of £35 + VAT plus the out-bound return carriage costs.

If for any reason we have provided you with “*loan replacement” product(s) before completion of the testing process, you will be liable to return the loaned product. Failure to return the loan item will mean that the loan product will be invoice and you will be liable to pay for these Goods.

*A loan replacement will be a used product of the same specification or less which will keep the customer up and running. This will be shipped from Habitech loan stock, subject to availability.
 

Graded items:
Items listed as Graded fall into the following categories:


Grade A
  • Products are in ‘as new’ condition.
  • They’re supplied in original packaging with full support documentation and accessories
  • Same Repair Warranty as the corresponding new product.
  • Usually unwanted items, used for Internal demonstrations or used for product testing.
     
Grade B
  • Products are refurbished and may bear minor cosmetic blemishes
  • They’re repackaged with full support documentation and accessories
  • They carry a limited 6 months RTB parts & labour warranty from date of purchase
     
Grade C
  • Products might be discontinued lines, in new or refurbished condition
  • They’re repackaged with full support documentation (potentially photocopied) and main accessories
  • They carry a limited 3 months RTB parts & labour warranty

 

Graded Items are noted in the Product code and item description on the original Invoice.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CITIZENS ADVICE CONSUMER SERVICE.
 

Manufacturer Product Warranty


Vendor

Warranty

Advance Replacement

Exclusions

Acurus

5 Years Parts & Labour RTB

N/A

Arcam

2 Years Parts & Labour RTB

28 days – Subject to prior product registration via Arcam Website

 

Aten

2 Years Parts & Labour RTB

28 days

 

CinemaTech

2 Years Parts & Labour RTB

28 days

 

Citation by Harman Kardon

2 Years Parts & Labour RTB

28 days – Subject to prior product registration via Harman Kardon Website

 

Cleerline

25 Years Parts & Labour RTB

28 days

 

Dahua – IP Cameras | NVRs

2 Years Parts & Labour RTB

28 days

 

Draytek – Routers | Switches | WAPs

2 Years Parts & Labour RTB

N/A

 

Go Simply Connect

2 Year Parts & Labour RTB

28 days

 

Hoody

2 Years Parts & Labour RTB

28 Days

 

Infinity Cinema Seats

2 Year Parts & Labour RTB

28 Days

 

iPort

1 Year Parts & Labour RTB

28 days

 

James Loudspeaker

 

Indoor Speakers | Subs

10 Years Parts & Labour RTB

28 days

 

Outdoor Speakers

5 Years Parts & Labour RTB

28 days

 

Marine Speakers

2 Years Parts & Labour RTB

28 days

 

Amps | Electronics

2 Years Parts & Labour RTB

28 days

 

JVC

3 Years Parts & Labour RTB Lamp: Up to 1000 hours/1 year whichever comes first

28 days

 

Lutron

2 Years Parts & Labour RTB

28 days

Middle Atlantic Products

 

Racks

25 Years Parts & Labour RTB

28 days

 

Rack Accessories

3 Years Parts & Labour RTB

28 days

 

Nexo

5 Years Parts & Labour RTB

28 days

 

Nuvo

2 Years Parts & Labour RTB

28 days

 

Palladio Cinema Seats

2 Years Parts & Labour RTB

28 days

 

Panamorph

2 Years Parts & Labour RTB

28 days

 

Planet Waves

5 Years Parts & Labour RTB

28 days

 

Planet Technology

2 Years Parts & Labour RTB

28 days

 

Projecta

2 Years Parts & Labour RTB (5 years on motors)

28 days

 

Ruckus

Limited Lifetime Parts  & Labour RTB Up to 5 years from the announced product end of life date. NFR Kits 1 Year

28 days

 

Salamander Cinema Seats

5 Years Parts & Labour RTB

28 days

 

Samsung

 

The Wall

2 Years Parts & Labour On-Site | Based on the 'Blue Glove Service'

N/A

 

The Frame & The Terrace

1 Year Parts & Labour RTB

N/A

 

Sanus

10 Years Parts & Labour RTB

28 Days

 

SCP

 

Bulk Cable

25 Years Parts & Labour RTB

 

Interconnects

5 Years Parts & Labour RTB

 

Tools

1 Year Parts & Labour RTB

 

Sennheiser

5 Years Parts & Labour RTB

28 days

Sonance

 

Speakers

5 Years Parts & Labour RTB

28 days

 

IS Speakers

15 Years Parts & Labour RTB

28 days

 

Outdoor – Landscape Series

5 Years Parts & Labour RTB

28 days

 

Outdoor – Garden | Patio Series

3 Years Parts & Labour RTB

28 days

 

Amplifiers

2 Years Parts & Labour RTB

28 days

 

Sonifex

1 Year Parts & Labour RTB | Increases to 2 years subject to registration via Sonifex's website within 28 days of purchase

28 days

 

Vaddio

3 Years Parts & Labour RTB

28 days

 

Watchguard UTM's

1 Year Parts & Labour RTB | Advance Replacements available with Active Total Security Suite Licence

28 days

 

Wisdom - Electrical

5 Years Parts & Labour RTB

28 days

 

Wisdom - Speakers

10 Years Parts & Labour RTB.

28 days

 

Wyrestorm – Mainline Products

5 Years Parts & Labour RTB

28 days

Custom Matrices - RTB

Wyrestorm – Express Range

1 Year Parts & Labour RTB

28 days

 

Yamaha

2 Years Parts & Labour RTB

28 days

 

Yamaha Commercial

2 Years Parts & Labour RTB

28 days

 

Yamaha Unified Communications

2 Years Parts & Labour RTB

28 days

 


Manufacturer Direct Product Warranty.

Warranty Support Requests should be made directly to the manufacturer for the following brands.


Brand

Telephone

Website

AMX

01444 258258

www.polar.uk.com

Aquavision

0161 711 1900

www.aquavision.tv

Bticino

0370 608 9020

www.legrand.co.uk

DLS

01555 666444

www.nwxgroup.com

Mode

01920 462266

www.modelighting.com

MyHOME_Up

0370 608 9020

www.legrand.co.uk

Pure Theatre

0800 6800 788

www.puretheatre.com

QMotion

01908 047980

www.qmotionshades.co.uk

Vantage

0370 608 9020

www.legrand.co.uk

Vogels

0330 2020 980

www.turnstoneav.co.uk

Our Right to Vary Terms

We reserve the right to revise and amend our terms from time to time to reflect changes in the market, technology, relevant regulatory laws and requirements, etc. You are subject to the policies and terms in force at the time of purchasing products and our general terms and conditions.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CITIZENS ADVICE CONSUMER SERVICE.