Faulty Goods and Returns Policy

By instigating a Return Request, you are agreeing to this Faulty Goods and Return Policy.

 
Returns – Your Right to Cancel

If you wish to exercise your right to cancel because you are not satisfied with your purchase of a product, we provide a 7 Days Return Policy. This means that if for any reason you should wish to return a product (or products) bought from us, you are totally at liberty to do so.

All products returned MUST be 100% complete and contain ALL the original manufacturer boxes and packing materials, all manuals, blank warranty cards, accessories and any other documentation included with the original shipment.

Customers must retain boxes and packaging where possible as manufacturers may not accept back faulty returns that are not in original packaging. Customers without original packaging will be required to return their goods to the manufacturer for repair under the terms of their warranty.

Provided that the return meets these conditions then we will give you a full refund of the returned product.


Products Returns – Damaged in Transit

If any items are damaged in transit, we require that you report it to us by logging into our returns department and requesting a Return Merchandise Authorization (RMA) number before goods can be returned to us. This must be completed within 48 hours as we will need to claim on the damage from our courier.

If the items are visibly damaged on receipt, then you should sign the couriers delivery note accordingly, otherwise you should always sign goods as UNCHECKED.

Please ensure you detail on your Product Return Ticket notes how the goods were signed for and whether there was any visible damage to the box when it was delivered.

Items must be ready to be returned with their original packaging complete with all accessories and documentation.

Damaged goods signed for in good condition may not be accepted for return.

As a rule - ALWAYS SIGN UNCHECKED.


Products Returns - Unwanted within 7 days of receipt

As a consumer you have the right, under the Office of Fair Trading Distance Selling Regulations, to cancel the contract and receive a refund for your goods.

However, we will only accept unwanted AV products for refund within 7 days of delivery, provided that the goods are complete with all relevant packaging and accessories in “pristine as new” condition. Soiled, damaged or incomplete products will not be accepted.

You must inform us in writing of your request to cancel by logging into our returns department and requesting a Return Merchandise Authorization (RMA) number before goods can be returned to us. This must be completed within seven working days from the day your goods were delivered to you.

We will offer to collect the goods from you at your cost or you can return the goods to us yourself via an insured courier (should goods be received back to us damaged it will be your responsibility to claim for the damage from the courier and we will not issue a refund).

Unwanted items returned for refund or exchange, for whatever reason, but within 7 days will NOT be subject to a warehouse re-stocking fee, and you will be refunded the value of the returned item in FULL less the charge from the courier for collecting the goods should you require us to do so.

Unwanted items returned for refund or exchange, for whatever reason, but outside 7 days will only be accepted at our discretion and will be subject to a 25% warehouse re-stocking fee.
 

Products Returns – Faulty within 28 days of receipt
 
If any product is to be returned as faulty within the first 28 days of receipt, we require that you report it to us by logging in our returns department and requesting a Return Merchandise Authorization (RMA) number before goods can be returned to us.

Any product returned as faulty within the first 28 days of receipt must be assessed by the manufacturer to confirm that fault. This process can take up to 5 working days from collection of the product.

Should a fault be confirmed by the manufacturer then we will offer a full refund or replacement of the product.

For all UK Mainland orders collection and replacement costs will be met in FULL by The Flat TV Company. For items delivered outside UK Mainland the customer will be liable for any collection and/or redelivery costs.

All original packaging must be retained for returns/refund/warranty purposes. Should you require returning a product you MUST have kept all the original packaging and accessories. If your goods go faulty within 28 days and you have not kept the packaging you will be referred back to the manufacturer for a warranty repair.


Products Returns - Faulty after 28 days of receipt

If any product develops a fault after the first 28 days since receipt, we require that you report it to us by logging into our returns department and requesting a Return Merchandise Authorization (RMA) number before goods can be returned to us.

Any product that develops a fault after the first 28 days since receipt of the product, then provided your item is within its warranty period, you are entitled to a warranty repair.

We will either handle the servicing ourselves or direct you via one of our authorised agents. This does not apply to faults caused by accident, neglect or misuse for which there can be no refund or exchange. You may be liable for the courier costs to return the goods. This does not affect your statutory rights.

Manufacturers Helplines

All manufacturers have a dedicated helpline where a technician will analyse the problem with you and they may send an engineer out to visit you or replace the item directly. Where the manufacturer cannot rectify the issue they will issue a manufacturers fault number. This number will assist us in expediting your request as quickly as possible.

Here is a list of manufacturers helpline numbers;

If your problem is not solved with the manufactures above, please fill in our returns form.