Even with the greatest care, a product can sometimes be damaged in transit, and should this be the case with your order, please notify us (iProActive Products Ltd) in writing no later than 14 days after the date of receipt.
Most warranty claims are resolved by sending parts out. However, if it is the case that the damaged product is returned to us, we will either rectify or replace the product, subject to us being notified within 14 days.
For quality concerns arising after 14 days, iProActive Products Ltd should be informed in writing no later than 6 months from receipt of the product. All returned products will be inspected to determine if there has been a culpable breach by iProActive Products Ltd or the manufacturer.
If you would like to arrange a return under warranty or you are unsure if your product is covered under our warranty terms, please contact our customer service team at hello@iproactive.co.uk, where they will endeavour to quickly resolve your issue/s. They do this by asking a few questions to determine eligibility as well as the difficulty of repair.
The warranty excludes parts that are classified as consumables as well as faults from wear and tear or misuse.
Faulty Goods
It is bad enough that your product develops a fault, so if required, we try to make our returns option as swift and as easy as possible. As soon as you discover that any goods are faulty, you should notify us.
Faulty goods mean any goods we supply that do not conform to the Orders Product Description.
We do not cover faults caused by accident, neglect, misuse, normal wear and tear by you or any third party, or any alteration or repair carried out without our prior approval.
When you want to return goods to us:
- Please first contact us to inform us and obtain the necessary authorisation [for returning any item to us without the necessary authorisation might lead to a delay of your refund or you not receiving a refund at all].
- You must include proof of purchase.
- You must ensure that they are properly and securely packaged and labelled with our address.
- You are responsible for any damage or loss in transit.
- Please note that in order to prevent return abuse, we require all returns to be inspected before refunds/exchanges are processed.
- We aim to inspect returns within 5 working days from when we receive it. However, there are occasions where this may take longer. If a return has gone beyond the expected 5 day turnaround, please contact our customer support team for updates at: hello@iproactive.co.uk.
- Please note that for all returns deemed unsuitable, we are not responsible for the cost of the return shipping and will be unable to refund this cost.
