Return Merchandise Authorization

Return Policy & Fee Agreement

Summary only. Full terms, including separate consumer and business customer rights, are in our Refund and Returns Policy.

• Return Window: Subject to your statutory rights, products must be returned within 14 days of the purchase date for a refund or exchange under our discretionary returns policy. Warranty claims are handled separately.
• Consumers vs Business Customers: Consumers have statutory rights (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013), including a 14-day cancellation right and a 30-day right to reject faulty goods. Business and trade customers have no statutory right to return non-faulty goods; such returns are accepted at our discretion.
• Reporting Faults: Report faulty or damaged-on-arrival items to [email protected] within 48 hours of receipt, with photos and your order reference. Consumers' statutory rights are not affected if this window is missed.
• Warranty Claims: Customer bears shipping costs, except for dead-on-arrival goods or items returned under consumer statutory rights, covering return to ERTECH, onward shipping to the manufacturer, return, and redelivery. Warranty period varies by manufacturer (typically 1-3 years). Proof of purchase required. Processing 2-4 weeks.
• Restocking Fees (business discretionary returns): unopened 0%; opened like-new 10%; opened good condition 15%; used or installed 25%; defective / DOA / shipped in error by ERTECH 0%.
• Diminished-Value Deductions (consumer change-of-mind returns): a deduction reflecting any loss in resale value may apply instead of a restocking fee, for example missing packaging 5-40%, physical damage 10-60%, or evidence of installation 25-100%. The full schedule is in our Refund and Returns Policy.
• Non-Returnable Items: custom-made, configured, programmed or made-to-order goods; specially-sourced and factory-ordered items; B-Stock, clearance and end-of-line items (sold as seen, all sales final); software and digital products, and sealed software once the seal is broken; goods modified, altered or integrated into other systems; items marked "Final Sale" or "Non-Returnable"; products damaged due to misuse or improper installation.
• Return Shipping (non-warranty): Customer is responsible for return shipping costs unless the return is due to our error.
• Return Transit Risk: You are responsible for the goods until they reach us. Please use an insured, tracked service; ERTECH is not liable for return parcels lost or damaged in transit.
• Refund Processing: Returned items are inspected within 5-7 business days. Refunds are then issued within 14 days for consumers, or within 10 working days for business customers, minus any applicable deductions.
• Original Packaging: Return with all packaging and accessories.
• RMA Validity: RMA numbers are valid for 14 days from the date of approval. All items must be received by ERTECH within this window, or the return may be declined or refused.