Refunds & Returns

In line with current UK legislation governing distance selling over the internet, we allow consumer customers to cancel their order within a COOLING OFF PERIOD, subject to return of unopenned goods to us in merchantable condition and subject to various details set out in section 5 of our terms and conditions (reprinted below)

1. If YOU are a CONSUMER CUSTOMER, YOU have a right to cancel this contract as long as YOU do so within the COOLING OFF PERIOD.

2. If YOU are a BUSINESS CUSTOMER, YOU have no right to cancel this contract.

3. If this contract, or part of this contract concerns GOODS consisting of,

a. software that was delivered in sealed packaging, which has been unsealed by YOU, or, b. GOODS that have been personalised for YOU, and / or, c. equipment that WE have put together to YOUR SPECIFICATION, then YOU have no right to cancel this contract in as much as it applies to those GOODS. However, YOU may cancel this contract in as much as it applies to any other GOODS.

4. If YOU wish to exercise any right to cancel this contract, YOU must notify US of the same within the COOLING OFF PERIOD, either by writing to US at OUR address, or by emailing US to OUR main email address.

5. Upon receipt of a valid notice cancelling this contract, WE will send to YOU within 21 days a notice confirming cancellation of the contract.

6. If the GOODS delivered are the GOODS YOU ordered and YOU exercise any right to cancel, upon receipt of our notice confirming cancellation, YOU must organise delivery of the GOODS back to US, as soon as is reasonably possible, and in any event within 30 days. YOU are advised to insure yourself against the risks of GOODS being damaged in transit.

7. If the GOODS delivered are the GOODS YOU ordered and YOU exercise any right to cancel this contract, then YOU will be liable to US for any costs incurred by US in delivering the GOODS back to US, including but not limited to the costs of any insurance.

8. If the GOODS delivered are GOODS WE have substituted for the GOODS YOU ordered, and YOU exercise any right to cancel, WE will organise delivery of the GOODS back to US, at OUR cost.

9. If YOU exercise any right to cancel this contract, and a. The GOODS are in any way damaged otherwise than by US or our agents, including but not limited to damage incurred during transit of the GOODS back to US or, b. The GOODS have not been retained by YOU with reasonable care, whether or not YOU are at fault, or, c. YOU have not retained possession of the GOODS, whether or not YOU are at fault, or, d. YOU have failed to restore the GOODS to US, within 30 days of receipt by YOU of our notice confirming YOUR cancellation, then YOU will be liable to US for an amount to cover the losses flowing from the above; and further, or in the alternative, the breach of YOUR statutory duty under regulation 17 of the DISTANCE SELLING REGULATIONS (duty to retain possession of GOODS, take reasonable care of them and restore them to the supplier).

10. If YOU exercise any right to cancel, upon receipt of the GOODS, WE will reimburse YOU all monies paid to US by YOU in respect of those GOODS, less an amount to cover any liabilities YOU have to US under paragraphs 4(7) and 4(9) of this contract.

11. If YOU are not totally satisfied with YOUR purchase or YOU have simply changed YOUR mind about YOUR purchase then in line with the DISTANCE SELLING REGULATIONS, YOU can return YOUR item provided YOU inform US of this decision via letter or e-mail to customer services within 7 days of receipt. Once YOU have informed US of your decision to return goods under the DISTANCE SELLING REGULATIONS, YOU have 7 days to return the item(s) at YOUR own expense. YOU will be responsible for the safe return of the GOODS. The GOODS must not be opened nor used and must be 'as new' when returned to US. All items must be complete with original packaging, manuals, disks, cables etc as originally supplied. Manufacturer packaging must not be defaced in any manner. Once GOODS are received at 'Tangle Tamers Ltd', WE will issue a full refund for the cost of the GOODS to YOUR original payment method. Please note BUSINESS CUSTOMERS are exempt from returning items within 7 days under the DISTANCE SELLING REGULATIONS.

12. Please note that item(s) sent back to US under cooling off period rights without a valid RMA number will be rejected. YOU will be liable for all postage costs for unauthorised items. Authorised RMA numbers will be valid for 14 days only.
Warranty Policy

The details of our warranty policy are set out in our terms and conditions. Section 7. After Sales Service. (Reprinted below)

1. All of the GOODS are sold with a free one-year return to base warranty, except GOODS that WE clearly describe as "sale" or "clearance" items, which will have a reduced price and a reduced warranty period of 30 days.

2. GOODS that WE sell may have other warranties or insurance provided by a third party, which may last for longer periods than, or be of greater benefit than, OUR own warranty (e.g. On Site Maintenance).

3. Under the terms of OUR warranty, if any of the GOODS are defective within the warranty period, WE will, subject to the other terms of this contract,

a. repair the defective GOODS, or, b. replace the defective GOODS with other equivalent GOODS,

4. If YOU wish to make use of YOUR rights under this warranty, YOU must return the defective item to OUR premises, at YOUR own cost. YOU must include a valid RMA number obtained from US, a valid invoice number, and a description of the fault. WE will then, within 30 working days, repair, replace or issue a refund in respect of the defective item, solely at OUR discretion. When YOU receive this warranty replacement item, the remaining warranty period on the item is valid only from the original date of purchase, warranties are not refreshed nor renewed on items that are issued to YOU as replacements. WE may issue warranty replacement item(s) that are equivalent to, or better than the original item(s). Please note replacements may be repaired or refurbished unit(s).

5. If YOU do not return the GOODS in complete condition, including all packaging and manuals, WE will not issue a refund in respect of the GOODS.

6. If YOU return non-defective GOODS to us, under this warranty, WE may, at our discretion, require you to pay our reasonable testing costs and the costs of returning the GOODS to you. This warranty does not cover normal wear and tear, nor does it cover damage due to excessive force or abuse.

7. If YOU return GOODS to us, under this warranty, and those GOODS are defective as a result of,

a. YOUR negligence, or, b. the negligence of YOUR agents or employees, or, c. occurrences that YOU were insured in respect of, or, d. occurrences that YOU could reasonably expected to have been insured in respect of, e.

WE will not be liable under this contract and WE may, at our discretion, require you to pay our reasonable testing costs and the costs of returning the GOODS to you.

8. In paragraphs 6(7)(c) and (d) above, references to insurance are deemed not to refer to insurance in the nature of a breakdown or failure warranty for the GOODS.

9. This warranty is in addition to and does not affect, YOUR statutory rights.

10. If YOUR product develops a fault, provided the product is within the warranty period. YOU are entitled to a warranty repair or replacement. If YOUR GOODS are returned as faulty after 28 days of shipping WE reserve the right to return the product to the manufacturer for repair or replacement. If this should happen please note normal turnaround time is 21 working days but it could take upto 30 working days for repair or replacement.

11 WE cannot be held liable for any loss of data stored on any equipment. Any valuable data, which includes software, must be backed up before returning a product for testing.

12. Please note that item(s) sent back to US under warranty claim without a valid RMA number will be rejected. YOU will be liable for all postage costs for unauthorised items. Authorised RMA numbers will be valid for 14 days only.