General returns conditions
The following conditions apply to and are deemed to be incorporated in all orders, contracts, quotations and tenders for the supply and sale of goods by the Company. This policy only applies to goods purchased direct from The Company and where goods are purchased indirectly then please contact the original supplier. Returns for refund/credit will only be accepted from the original purchaser and only if the product is purchased direct from ETI Ltd. All warranty claims will be handled by ETI Ltd. It is the responsibility of the customer to determine suitability of a product prior to placing the unit in service.
Returning unwanted products:
Unused products may be returned within 30 days of purchase for a refund, minus shipping charges. A charge of 25% of invoice value or a minimum charge of £10.00, in respect of packaging and administration, may be levied on goods 'Not Wanted' or 'Incorrectly Ordered', or due to duplication resulting from a 'Confirmation Order' not endorsed to that effect. All boxes, packaging materials, accessories, manuals and certificates must be in new, re-sellable condition or a fee equal to the cost of the damaged and/or missing item(s) will be deducted from the refunded amount. Be sure to ship in a carton that protects the original item box or package. We suggest you insure the package for the full value. Used or damaged equipment may not be returned for a refund. Credits are not issued until the goods are received and inspected at ETI Ltd. It may take up to two weeks to process credits. The request for a return must be made within 30 calendar days of the purchase and the return shipment must be made promptly after that. Note that original shipping charges are not refunded unless the return is a result of our error. If you have ordered correctly and we have shipped the wrong item, we will pay to return the item to us or we will send a delivery service to pickup the item at our expense. Items missing or damaged in shipment must be reported within 2 business days of receipt of shipment. Custom or special order products are not returnable.
Test & Inspection
All returned products will be subjected to an inspection and/or test(s) to establish the condition of the goods before a refund, repair or replacement can be offered. We commit to providing a formal response within 48 hours of receiving the returned goods.
The Company undertakes under warranty at its option to either replace or repair any goods sold or supplied in the following circumstances only:
a) Where the goods do not correspond to any written identifying description applied to them.
b) Where the goods prove to be defective and not fit for their ordinary purposes within the documented warranty period as detailed in the product manual.
c) The term “Defective” means failure due to a manufacturing fault or design error and does NOT mean any accidental damage or general wear of the instrument in normal use. Test and Inspection of the goods shall take place as described.
d) Warranty conditions and warranty periods are defined in the documentation supplied with your product.