PAYMENTS, DELIVERY, RETURNS AND REFUNDS POLICY

I. PAYMENT OPTIONS:

For online orders, we offer the option to pay by Credit/Debit Card and PayPal. These will be available to you on the last step of the checkout process. All payments on the website are processed securely through Stripe and PayPal.

For orders over email/telephone, the payment options are BACS (bank transfer), Credit/Debit card from an invoice link, and cheque. Payment by BACS and cheque will not incur an extra charge.

All orders need to be paid for upfront before despatch or collection. We do not take card payments over the phone. We also do not accept cash payments on collection.

II. DELIVERY TIMELINES:

The usual delivery time for online orders is 3-5 working days, subject to stock availability. We do our best to deliver your order as soon as possible. 

If you need an order delivered faster than this, please call us on 02477 675 575 and we will do our best to help.

We also offer the possibility for Saturday delivery for an extra charge and the option to collect in-store. All collections will be made from our store located on the Burnsall Road Industrial Estate, Burnsall Road, Coventry, CV5 6BU. 

If your order is out of stock or we don't have enough stock, we will contact you via email or telephone to advise an estimated delivery time.

III. CANCELLATION BEFORE DESPATCH:

We want you to be entirely happy with your purchases from us. If you change your mind after placing your order you can cancel at any time before the goods are despatched, regardless of the reason. There is no cost for canceling your order before despatch.

To cancel an order prior to despatch please email [email protected] or call us on 02477 675 575.

IV. RETURNS:

1. Returning unwanted products

If you have accepted delivery but have changed your mind and want to return any of the products you bought from us, you have 14 days from the day of your delivery to let us know you want to return the product(s). If your order consists of multiple goods, the 14 day period runs from when you get the last batch of the order delivered.

After 14 days the products will not be eligible for a refund unless they are faulty, wrong, or not-as-described.

If you ordered express/dedicated day delivery and the item arrived on time, then the postage fees that will be refunded will be the fees for the basic delivery service we offer which is for delivery in 3-5 working days (£6.60).

We are unable to offer replacements for unwanted orders. To order the correct items please place a new order and return the unwanted items as per the instructions on the RETURNS PROCEDURE section below.

To qualify for a full refund, you must return the product unused, not damaged, in its original packaging, in a resaleable condition, with an RMA number supplied by us.

We will accept products that have been opened for inspection, but unused and with the product packaging intact (including all labels and tags intact). The goods must be returned in ‘as new’ condition and in their original packaging. You’ll also need to return any free items that came with the product/s.

If the items or packaging has been handled excessively, we reserve the right to reduce the amount we refund you through a restocking fee. The extent to which you can handle the goods for inspection is the same as it would be if you were assessing them in a shop. Any further handling will be considered installation/use/damage.

Installing/mounting the products to check the colour temperature is not acceptable use. We advise that you check the colour temperature of the laps you purchase from us by checking the packaging. If you do install the products we advise you to wire the products and power them before you mount/install them, to check they are not faulty and have the correct specifications. Make sure to keep all original packaging until you are sure about wanting to keep or return the products. If you have any doubts about a product, please email us at [email protected] with a picture of the product and your invoice/order number.

We might be able to accept items that have been installed/used/lightly damaged if they are in working order. We will assess the conditions under which these can be re-sold and advise whether we can accept a return. If we do accept these items we will be applying a restocking fee of 15-75%, depending on the degree of usage and any damage to the products and the product packaging. The decision to accept these types of products is at our discretion, not an automatic return right for the customer.

You are responsible for the full delivery cost of the return. If the returned products have been damaged in transit as a result of inadequate packaging/labeling/handling by you, your refund will be reduced accordingly, after we have assessed the damage and have informed you about our findings. 

To qualify for a full refund please make sure you follow the process detailed in the RETURNS PROCEDURE below.

2. Returning damaged-in-transit products

We advise that you check the products as soon as they are delivered for damages during transit.

All damaged and broken/not working products need to be notified to us within 48 hours from the delivery date.

Any damages that are notified after this period will not be taken into consideration.

Where damage is visible on the outer packaging, please take pictures of the damaged areas before opening the package. Continue to take photos as you open the packaging. Make sure you document any damage to the products themselves.

To return damaged items please follow the return procedure detailed in the RETURNS PROCEDURE section below, attaching photos of the damage to the products and packaging. Our team will organise a free-of-charge collection from your location.

3. Returning incorrect/not-as-described products

If you have received the wrong items or the items are not as described, we apologise for the inconvenience.

Please make sure you notify us within 14 days that you have received the wrong items and want to return them. 

To qualify for a full refund, you must return the products unused, not damaged, in their original packaging, in a resaleable condition, with an RMA number supplied by us.

We will accept products that have been opened for inspection, but unused and with the product packaging intact (including all labels and tags intact). The goods must be returned in ‘as new’ condition and in their original packaging. You’ll also need to return any free items that came with the product/s.

If the items or packaging has been handled excessively, we reserve the right to reduce the amount we refund you through a restocking fee. The extent to which you can handle the goods for inspection is the same as it would be if you were assessing them in a shop. Any further handling will be considered installation/use/damage.

Please note that installing/mounting the products to check the colour temperature is not acceptable use. We advise that you check the colour temperature of the laps you purchase from us by checking the packaging. If you do install the products we advise you to wire the products and power them before you mount/install them, to check they are not faulty and have the correct specifications. Make sure to keep all original packaging until you are sure about wanting to keep or return the products. If you have any doubts about a product, please email us at [email protected] with a picture of the product and your invoice/order number.

We might be able to accept items that have been installed/used/lightly damaged if they are in working order. We will assess the conditions under which these can be re-sold and advise whether we can accept a return. If we do accept these items we will be applying a restocking fee of 15-75%, depending on the degree of usage and any damage to the products and the product packaging. The decision to accept these types of products is at our discretion, not an automatic return right for the customer.

To return wrong products please follow the RETURNS PROCEDURE detailed in the section below, noting that the items you have received are incorrect. Our team will arrange a free-of-charge collection and advise on the delivery of the correct products, where the case.

4. Returning faulty products

5. Products that are not eligible to be returned

Standard products that have been personalised, products that have been custom-made to your distinct specifications, and sealed products to which you have broken the seal are not eligible for return, with the exception of tailor-made/personalised products that have not been manufactured to the correct specifications.

If you consider the products you have received have not been manufactured to the correct specifications, please contact us at [email protected] to discuss the situation further.

6. Late deliveries

If your delivery is later than agreed and it was essential that it was delivered on time, or if the delivery isn’t time essential but another reasonable delivery time can’t be agreed upon then we will offer you a full refund. 

If you paid extra for the order to be delivered at a certain time and the products arrived later than this and you no longer want them, then we will refund you the cost of the express/dedicated day delivery too.

To return any products you did receive, please follow the instructions detailed in the RETURNS PROCEDURE section below. Our team will organise a free collection for your order.

Please note that to qualify for a full refund, you must return the product unused, not damaged, in its original packaging (including all labels and tags intact), in a resaleable condition, with an RMA number supplied by us. If the items or packaging has been handled excessively, we reserve the right to reduce the amount we refund you through a restocking fee.

V. RETURNS PROCEDURE

If you want to return any of your items, please follow the instructions below:

• fill out the online Returns Form here: www.voltacon.com/return;
  • if there is a problem with the product, you will need to provide a full fault/damage description;
• we will send you an RMA (Returns Material Authorisation) number via email and instructions on where to return the products safely to us or how a free collection will take place, depending on the situation;
• after you have received the RMA number, please pack the products back into the original product packaging and then in outer packaging (box, bubble wrap, etc.)
  • do not write on or mark the product packaging as this might lead to a restocking fee;
  • enclose a copy of your invoice/order, if possible;
• print and place the RMA number in a visible place on the outer transit packaging

Please return the products to us within 14 days after receiving the RMA number for your return, or the RMA number will expire.

Please note that to qualify for a full refund, you must return the product unused, not damaged, in its original packaging (including all labels and tags intact), in a resaleable condition, with an RMA number supplied by us. If the items or packaging has been handled excessively, we reserve the right to reduce the amount we refund you through a restocking fee.

VI. REFUNDS:

Refunds can only be made to the original card of purchase/through the original method of payment. 

All refunds will be processed within 5 working days of us receiving the returned products if the parcel has an RMA number. If there is no RMA number refunds can take from 5-10 working days. Without an RMA number, your refund may be rejected altogether if we can't track your parcel.  

It may take your card issuer an additional 3-5 working days to process this transaction and for your balance to update.

To qualify for a full refund, you must return the product unused, not damaged, in its original packaging, in a resaleable condition, with an RMA number supplied by us.

Where the refund concerns unwanted, not-as-described, or incorrect products we will accept products that have been opened for inspection, but unused and with the product packaging intact (including all labels and tags intact). The goods must be returned in ‘as new’ condition and in their original packaging. You’ll also need to return any free items that came with the product/s.

If the items or packaging has been handled excessively, we reserve the right to reduce the amount we refund you through a restocking fee. The extent to which you can handle the goods for inspection is the same as it would be if you were assessing them in a shop. Any further handling will be considered installation/use/damage.

Please note that installing/mounting the products to check the colour temperature is not acceptable use. We advise that you check the colour temperature of the laps you purchase from us by checking the packaging. If you do install the products we advise you to wire the products and power them before you mount/install them, to check they are not faulty and have the correct specifications. Make sure to keep all original packaging until you are sure about wanting to keep or return the products. If you have any doubts about a product, please email us at [email protected] with a picture of the product and your invoice/order number.

We might be able to accept items that have been installed/used/lightly damaged if they are in working order. We will assess the conditions under which these can be re-sold and advise whether we can accept a return. If we do accept these items we will be applying a restocking fee of 15-75%, depending on the degree of usage and any damage to the products and the product packaging. The decision to accept these types of products is at our discretion, not an automatic return right for the customer.

For unwanted items where you are responsible for the full delivery cost of the return, if the returned products have been damaged in transit as a result of inadequate packaging/labeling/handling by you, your refund will be reduced accordingly, after we have assessed the damage and have informed you about our findings. 

If you have bought the items as part of a promotion, you will be refunded according to the price you have paid at the time of purchase.

VII. WARRANTIES:

All our LED products (except batteries) supplied come with a 5-year manufacturer warranty. Batteries have a 3-year warranty.

Please note that we do not cover faults caused by accident, neglect, misuse, unauthorised dismantling/repairs, or improper installation. 

In order to have your item repaired or replaced under warranty, please contact us at [email protected] with information on the fault you're experiencing and the invoice/order number.

Please note that we will not be able to offer you the warranty cover if we are unable to identify your order.

When sending an item to us for repairs under warranty you are responsible for covering the cost of delivering the item to us. After repairs we will send the item back to you on our cost.

If, after testing, the product is found not to be faulty we will charge you a fixed fee of £30.00 for the testing time and you will need to cover the postage costs for returning the item to you. If the fault found is due to accident, misuse, negligence, wilful damage, unauthorised dismantling/repairs, or improper installation we may not offer a refund to you, and you will be given the option of having the item disposed of or returned to you at your cost.

We will look to repair or replace the product under warranty, where possible. If the product is obsolete, we will try to offer you a suitable alternative. If no suitable alternative is possible, you will be offered credit in the form of a DISCOUNT CODE to use for future purchases online. No refund will be given for products that cannot be repaired or replaced under warranty.

CONTACT US:
If you have any queries regarding our returns policy, please do not hesitate to contact us at [email protected].