Refunds and warranties policy
If you are not satisfied with a purchase from our website you can return any product to us in saleable condition to receive a full refund within 14 days of delivery. Some exclusions apply (see below).
14 day money back guarantee
You can return any product purchased directly from us for any reason within 14 days of receipt.
14 days is the minimum period you have to contact us with your request for a refund only and we may reasonably extend this at our discretion if the purchase was a gift or similar and is being returned as unwanted. If in doubt ask.
We understand that not everyone lives near a Post Office so we will extend the period to actually return the goods to us by another 14 days.
If local laws provide for a statutory returns period we will adopt the longer of the two periods.
Private buyers will receive all reasonable costs of shipping refunded. At our discretion if you opt for an enhanced shipping we may only refund you the standard service cost.
If the product has been used it must be returned in a saleable condition. This means you must reuse the original product packaging, including all cables, adapters, brochures and instructions.
Business buyers will still receive our 14 days refund promise however they will be responsible for the outward and inward shipping costs and goods must be in original unopened saleable condition or a restocking fee will be deducted from the refund.
In all cases bespoke products are excluded from our refund promise. Bespoke products are ones where an item has been constructed to your specific requirements.
To request a refund please go to our contact page and follow the instructions.
Cancellation of order before delivery
We understand that sometimes you change your mind and may want to cancel your order. Cancellations for stock (or backordered stock items) can be carried out any time prior to receiving a dispatch email from us. Please contact us to let us know. If your order is due to be dispatched via a next day service please contact us by phone to ensure it does not get shipped.
Bespoke items can only be cancelled if their manufacture has not yet started, but even if we have started production of your order we will, at our discretion, do what we can to limit your costs to just the costs we have incurred up to that point.
Our warranties have you covered
Limited warranty
Our limited warranty is offered as standard on most products we sell and the duration is indicated in the order details before purchase.
This warranty covers:
- Faults with a covered product, whether hardware or software, that develop at any time while the warranty is active.
- Damage caused to a covered product by another ReefX® product when it was operated for its designed use.
We will ensure that any covered product is repaired or replaced to restore at least the original functionality.
Lifetime warranty
Our lifetime warranty provides free, fast repair and replacements for the entire time that the original purchaser owns it. It does not matter whether the item was bought from us directly or through a retailer.
If a covered product is sold on to a new owner within the first 2 years the warranty will change to a limited 2 year warranty that runs from the original sale date.
All other terms of the lifetime warranty are the same as with our limited warranty.
Warranty repairs and replacements
If we can diagnose and fix a problem by replacing part or all of a product while it is still in your possession we will do so in preference to a repair. This means we may send you the replacement parts and ask you to fit them yourself in order to reduce the repair time.
If we believe there may be a quality control issue with a product we may ask for the replaced part to be returned so we can evaluate if wider corrective action needs to be taken.
If a product needs to be returned to us for a repair we will at our discretion offer a new-for-old replacement where we send out a new product to you and you return the faulty one in the new packaging.
If a product cannot be repaired or replaced with an identical product for any reason (such as being out of stock or no longer produced) we reserve the right to offer you a replacement of an equivalent or better product.
To request a warranty repair or replacement please go to our contact page and follow the instructions.
General warranty exclusions
Each of our warranties excludes the following:
- Accidental or deliberate damage, including physical or water damage, except where the damage was caused or increased by a design flaw with the warranted product.
- Damage caused by a third party device connected to, for example, a controller or interface, where the third party device has operated outside of the accepted range of the controller or interface.
- Damage caused by using an unsupported power supply.
Even though we exclude these types of damage we may still be able to help you (see the section below on Out of warranty repairs). We always want to know when damage has occurred to see if we can adapt our products to further protect them.
Out of warranty repairs
If your warranty has expired or the damage is excluded from our normal cover and a product needs a repair we will endeavour to support you by providing repairs at cost only. We cannot guarantee to offer this, and it can only be done where we still hold stock of any repair items, but we will try our best to help get your product working again as quickly and cheaply as possible.
To request an out of warranty repair please go to our contact page and follow the instructions.