Returns & Refunds Policy
K1 Tech Care Ltd
Website, in-store, repair and mail-in orders
| This policy explains how returns, replacements and refunds are handled for goods and services purchased from K1 Tech Care Ltd. It works alongside our Terms & Conditions and does not remove any rights you have under UK consumer law. |
1. Who this policy applies to
This policy applies to online purchases, in-store purchases, repair bookings, mail-in repairs, deposits, diagnostic work, returned goods and any related refunds or replacements supplied by K1 Tech Care Ltd.
Where there is any conflict between this policy and your statutory rights, your statutory rights under the laws of England and Wales will apply.
2. Consumer rights
For consumer purchases made online, you normally have a right to cancel within 14 days of receiving your goods, provided the item is eligible for return and the conditions in this policy are met.
This right does not apply to every item or every service. Certain goods and services are excluded by law or by their nature, including items that have been installed, used, fitted, tampered with, damaged after delivery or custom-ordered where cancellation is not available.
3. Returns for online orders
If you wish to return an online order, you must contact us within 14 days of delivery to request authorisation. Once authorised, you then have a further 14 days to return the item to us.
Returned goods must be unused, in resaleable condition, and sent back in their original packaging with all accessories, seals and labels intact.
We reserve the right to refuse a return or reduce a refund where the item shows signs of use, installation, missing parts, damage, contamination, tampering or any other condition that prevents resale as new.
We strongly recommend using a tracked and insured postal service for all returns. We are not responsible for items lost or damaged in transit back to us unless we arranged the return shipping.
4. Faulty, damaged or incorrect items
If an item arrives faulty, damaged in transit or materially different from what was ordered, you must contact us as soon as reasonably possible and, in any event, within 7 days of delivery for standard UK orders or within 48 hours of delivery for international orders.
Where a fault is confirmed, we may offer a replacement, repair, partial refund or full refund, depending on the circumstances and the available stock.
Before any item is installed, fitted or used, it must be checked and tested by the customer or their technician. We are not responsible for costs arising from fitting or using an item before a fault is reported and confirmed.
5. Items that cannot be returned
Items that have been installed, fitted, opened, used, altered, modified or attempted to be fitted, unless we confirm the item is faulty.
Items returned without original packaging, accessories, seals or void labels where those items form part of the resale condition.
Goods damaged by misuse, accidental damage, liquid damage, improper installation or third-party repair.
Gift cards, digital codes and any item stated as non-returnable at the point of sale, except where required by law.
Repair labour, diagnostic work and inspection work once completed, except where required by law or where we agree otherwise in writing.
6. In-store purchases
We do not offer change-of-mind returns for in-store purchases unless we have agreed otherwise in writing. This does not affect your rights if an item is faulty, misdescribed or not as legally required.
7. Used and graded items
Used items supplied by K1 Tech Care Ltd are covered by a 30-day warranty as stated in our Terms & Conditions. Used items may be sold as tested and cleaned, but they are not sold as new.
Void labels must not be removed from used items. If a void label is missing, altered or damaged, we may refuse the return or warranty claim unless we are satisfied the item is faulty for a reason not caused by the customer.
8. Repair services, diagnostics and deposits
Repair bookings, diagnostic inspections and repair labour are service transactions rather than retail goods. Once repair work has started, the diagnostic fee, inspection fee, labour already carried out and any parts already fitted are non-refundable except where required by law.
If a repair quotation is declined after inspection, the customer must pay the applicable diagnostic, handling and return postage charges before the device is released or returned.
Booking deposits are non-refundable and non-transferable. The deposit is taken to reserve your appointment slot and will be deducted from the final repair price where the repair proceeds.
9. Mail-in repairs
Customers who send devices to us by post are responsible for secure packaging and for using a tracked postal service. We are not responsible for devices lost, delayed or damaged in transit to us.
If you decide not to proceed with a mail-in repair after diagnosis, you remain responsible for the diagnostic fee, any agreed handling charge and the return postage cost. We do not operate a no-fix, no-fee policy.
If a device is returned because the repair is declined, cancelled or not economical to complete, any refund will be reduced by the costs already incurred and by any non-refundable service charges.
10. International orders
International orders are sold on a delivered duty unpaid basis unless we state otherwise in writing. Any import duty, customs charge, VAT, tax or local handling fee is the customer’s responsibility.
If an international parcel is refused, returned, unclaimed or delayed because duties or import charges were not paid, any refund may be reduced by the original shipping cost, return shipping cost and any carrier or customs charges that we incur.
International return shipping costs are the customer’s responsibility unless the item is confirmed faulty or we agree otherwise in writing.
11. Refund method and timing
Where a refund is approved, we will normally process it to the original payment method used for the order. Refunds may take several business days to appear after processing because clearing times depend on the bank or payment provider.
We may make a deduction from a refund where permitted by law, including where the item has been handled beyond what is necessary to check its nature, characteristics and functioning, or where parts, labour or shipping costs have already been incurred.
12. Exchanges and replacements
Where stock is available and a replacement is the appropriate remedy, we may offer an exchange instead of a refund. Replacement items may be new, used or equivalent parts of the same or higher quality depending on stock availability and the nature of the fault.
Any replacement provided under warranty or as a goodwill gesture does not restart the original return period unless we confirm this in writing.
13. Return address
K1 Tech Care Ltd
62 Station Road
Clacton-on-Sea
Essex
CO15 1SP
United Kingdom
14. Contact us
If you need to request a return, report a faulty item or ask a question about a refund, contact us using the details below:
Email: info@k1techcare.com
Phone: +44 1255 754771
Website: www.k1techcare.com
15. Changes to this policy
We may update this policy from time to time to reflect changes in our business, our services, our stock handling or applicable law. The version shown on our website at the time of your order will usually apply to that order unless a later version is required by law.
| Important: This policy should be read together with our Terms & Conditions, Warranty Policy and Mail-in Repair Service terms. |
K1 Tech Care Ltd | 62 Station Road, Clacton-on-Sea, Essex, CO15 1SP | www.k1techcare.com