Return policy
(1) Introduction
Occasionally, you may find the need to return a product to us. Our returns policy enables you to return products to us as appropriate. This returns policy applies to customers in England and Wales. If you need to return a product to us, all returns require a Luxis Media Solutions generated RMA number to be requested from Luxis Media Solutions within 7 days following delivery of the product.
This policy does not affect any statutory rights you may have such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000.
PROJECTORS, SCREENS AND OTHER ITEMS
All new products (except Replacement Lamps) come with a minimum 12 months manufacturers warranty. Please contact us to inquire about the warranty on your product.
DAMAGED OR DEFECTIVE GOODS
If goods arrive in a damaged or defective condition you must sign for the goods as damaged or as unchecked. Please notify us within 3 days of the delivery of damaged or defective goods. If the goods are damaged in transit, please repack the items exactly as they were on arrival and contact us. All goods must remain at the delivery address and within the original supplied packaging.
If our terms and those of the courier company have been met, the goods will either be exchanged or refunded. If the goods are not defective, they will be returned to you and we reserve the right to charge an administration fee and carriage costs.
Where the goods become faulty outwith the above period, and the goods are still under the manufacturer’s warranty, the goods should be repaired under the terms of the manufacturer’s warranty.
All goods being returned under warranty must be returned in the original packaging, otherwise we cannot be held responsible for any damage in transit.
All our goods are supplied with a return to base warranty as standard, it is therefore the customer’s responsibility to return the goods should inspection be needed under warranty.
ORDERED IN ERROR / NO LONGER REQUIRED
If you have ordered an item by mistake we can offer a replacement item but not a refund. If the item is no longer required, and you do not require a replacement we will in most cases take the item back subject to a restocking fee.
CREDIT
We only issue credits for returned products once the item has been returned and checked. Please note, credits can take up to 7 days to be processed once the goods are received back with us.
(2) Returns
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
(a) We receive the returned product within 14 days following the date of delivery of the product;
(b) The returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(c) You comply with the returns procedure set out below; and
(d) None of the exclusions set out below apply.
(3) Returns procedure
In order to take advantage of your rights under this returns policy, you must:
(a) Complete an RMA request form within 7 days following the date of delivery
(b) Wait for our response to your return request. If your return has been approved you will be issued with an RMA. If your return has not been approved we will email you the reason for the refusal;
(c) Once we have raised an RMA we will send you this by email confirmation (Please ensure you read the RMA document as this provides instructions and packaging procedures).
(d) It is important that the items be returned in the original manufacturers packaging complete with any accessories, manuals or other documentation. Failure to do so may affect how we deal with your item on return. Please also cover the original packaging and attach the returns paperwork and the RMA number to the outer covering. Do not write on or attach paperwork to the original manufacturers packaging.
All products returned under this policy must be sent by the same shipping method used to despatch the item(s) this is to ensure adequate shipping insurance. Please follow any shipping instructions we issue to ensure safe shipment to us. Our returns department operates 9.00am 5:30pm, Monday – Friday. The address of our returns department is:
RETURNS DEPARTMENT
Luxis Media Solutions
73 Clive Road
Portsmouth
Hants PO1 5JB
You will be responsible for paying postage costs associated with returns under this policy.
(4) Exclusions
The following kinds of products may not be returned under this policy:
(a) Opened and used products, unless faulty;
(b) DVDs, CDs and other audio or video or audio-visual recordings;
(c) Computer software (whether on CD-ROM, DVD-ROM or otherwise);
(d) Any product made to your specification;
(e) Any product made to order;
(5) Refunds
We will issue you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy. Refunds are processed after we have received and checked the products received
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 7 days of the day we received your returned product.
(6) Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) We will not refund or exchange the product;
(b) We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.