Habitech Returns / Order Cancellation and After Sales Policy

Returns Procedure

To return any goods to Habitech, a Return Material Authorisation (RMA) must first be obtained from our Technical Support team. This ensures that we can efficiently identify and process your returns.

Our Technical Team is available via email at techsupport@habitech.co.uk or through our online chat feature. You will need to provide the Manufacturer, Model Number, Serial Number, Date of Purchase, and the Reason for Return.

Once your RMA has been issued, you will receive an email confirmation, including the required documentation, which should be printed and securely attached to the package being returned. Please ensure that all goods are returned in their original packaging, along with any accessories and power cables (where applicable).

We strongly advise that products be packed appropriately, using additional packaging where necessary, to prevent damage during transit. Products returned without an RMA number will be quarantined, which could cause delays in processing or affect your entitlement to a repair, replacement, or refund.

RMAs are valid for 30 days from the date of issue. Any items returned after this period, or those not matching the RMA details, will be refused. Habitech cannot be held responsible for products returned without a valid RMA number.

Non-Fault Returns (No Longer Required)

At our discretion, we accept the return of unwanted items for a refund or exchange, provided the following conditions are met:

        •        The item(s) being returned must have a value exceeding £75.

        •        Goods must be returned in their original, unopened, undamaged, and unmarked manufacturer packaging.

        •        The return request must be submitted within 90 days of the sales invoice date.

        •        The buyer agrees to cover all associated return costs, including carriage and insurance.

Restocking Fees:

        •        For returns within 30 days of the invoice date, a 15% restocking fee will apply.

        •        For returns between 31 and 90 days of the invoice date, a 25% restocking fee will apply.

The goods must be returned to Habitech with the RMA documentation attached to the outside of the package, within 30 days of the RMA being issued. If the goods are not returned within this period, the RMA will be cancelled.

Shipments that do not comply with these conditions or are received after the RMA has expired will be returned to the customer, with delivery costs invoiced.

Exclusions to Non-Fault Returns

We are unable to accept returns for the following:

        •        Custom orders, special orders, and non-stock items, including licences.

        •        Items valued at less than £75.

        •        All Projecta screens, Middle Atlantic racks, Sanus racks, JVC projector lamps, Acurus, Wisdom, James Loudspeaker, Samsung products, and cables (SCP, Cleerline, Planet Waves).

        •        Graded or clearance products.

Sale or Return Items

The Sale or Return (SOR) option allows integrators or end-users to evaluate a product with the intent to purchase. All SOR items are strictly on a 30-day basis. If the product is not purchased, it is the customer’s responsibility to request an RMA and return the product within 30 days.

Returned goods will be inspected by our technical support team before a refund is processed. We reserve the right to deduct from the refund for any unnecessary handling or reduction in the value of the product.

For RMAs requested outside the 30-day window (without prior approval), the Non-Fault Returns policy applies, and a 25% restocking fee will be charged.

Items Damaged in Transit

Upon receiving your order, please inspect the products carefully. If the items appear damaged, refuse the delivery and notify us immediately.

If you are unable to inspect the goods upon delivery, sign for the parcel as unchecked. Failing to do so may impact any subsequent warranty claims. Any items found damaged after delivery must be reported to us within 24 hours, including photographic evidence. Once returned in the original packaging, complete with accessories and documentation, we will issue a full refund upon inspection.

Warranty Returns

For faulty equipment, please contact our Technical Support team at techsupport@habitech.co.uk to raise a support case. Once troubleshooting confirms a fault, an RMA will be created.

Upon receipt, the product will be tested by our Service team. If a fault is verified, we will either process a repair or issue a credit. If no fault is found, the item will be returned to you with a £35 + VAT administration charge, plus outbound return carriage costs.

If the fault arises due to non-compliance with the manufacturer’s guidelines for storage, installation, or maintenance, or if the goods have been altered without manufacturer consent, we reserve the right to refuse a repair, replacement, or refund.

If you were provided with a loan replacement during the testing process, it must be returned upon completion. Failure to do so will result in invoicing for the replacement item.

Graded Items

If returned items are deemed unsuitable for resale as new, we may, at our discretion, restock them as graded items, subject to the following conditions:

Grade A – 25% Restocking Fee:

        •        ‘As new’ condition with original packaging and accessories.

Grade B – 35% Restocking Fee:

        •        Refurbished items with minor cosmetic imperfections, repackaged with accessories.

Grade C – Restocking fee at discretion:

        •        Discontinued or refurbished items, with limited warranties as applicable.

Right to Amend Terms

We reserve the right to revise these terms periodically to reflect changes in market conditions, technology, and regulatory requirements.

This returns policy does not affect your statutory rights.

Deposits:

Certain products and all Custom / Bespoke Orders require a 50% deposit at the time of order. Such orders can only be processed upon receipt of deposit and cannot be modified, cancelled, or returned thereafter. The remaining 50% balance is due once the goods are produced and have left the factory.

Brands requiring deposits:

·      James Loudspeaker

·      Lutron Shades

·      Moovia

·      Projecta

·      Samsung The Wall

·      Screen Research

·      StormAudio

·      Wisdom Audio

·      nexgentec audio

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

Networking Support Tailored to Your Needs

To ensure you get the best out of your networking products, we offer differentiated support across our Enterprise and Fulfillment brands. Our Enterprise range: RIVI, Ruckus, and Cambium, comes with extended warranties, free technical support, system design, and training under our ProNet programme. Meanwhile, support for Fulfillment brands, DrayTek, Netgear, and Ubiquiti, is available at a chargeable rate, reflecting their lower-price positioning.

For a detailed breakdown of our support offerings, including warranties, tech support, and additional services, please refer to the below chart.