Returns & Refund Policy

1. First, tell us — do not ship anything back on your own

Email [email protected] with your order number or PayPal transaction ID, the item concerned, and photos or a short video of the problem. We will confirm the remedy and the return address before anything is sent back. Because parcels cross borders, an unauthorised return can be stopped at customs and cannot be refunded.

2. Damaged on arrival, wrong or missing items

• Report it within 7 days of the carrier's delivery date, with photos of the parcel, the packing and the item.
• Keep the original packaging until we have answered — carriers often need it to assess a claim.
• Where the damage or error is ours, we replace the item at our cost or refund it in full, including the carriage you paid.

3. A fault during the warranty period

Readers carry the 6-year warranty* stated on the product page: year 1 is free, years 2 to 6 are charged at cost. Send us the serial number and a description of the fault; we will troubleshoot with you first, because many issues are configuration or software settings. If a hardware defect is confirmed, the remedy is repair or replacement. In year 1 we cover parts and labour; from year 2 we quote the at-cost repair in writing before you ship. The warranty does not cover accidental damage, misuse, unauthorised repair or consumables.

4. Returns for other reasons

These are B2B hardware items shipped internationally. If you no longer need an unused, unopened item, contact us within 14 days of delivery and we will discuss a return; it is handled case by case, and you would bear the return carriage. Customised or OEM-branded items, software downloads and opened consumable packs cannot be returned unless faulty.

5. Lost parcels

If tracking has not moved for an unusual length of time or the carrier marks a parcel delivered but you did not receive it, tell us and we will open a carrier investigation. A refund or replacement is issued once the carrier confirms the loss.

6. Refunds

Approved refunds go back to the original PayPal account used for the order, normally within 5 business days of our confirmation (or of receiving and inspecting a returned item). PayPal's own processing time then applies. We refund in USD; any difference caused by currency conversion is outside our control. Original import duties and taxes are billed to the buyer under our DDU terms and collected by the customs authority or the carrier, not by us; they are not refundable by us.

7. Contact

[email protected] · phone and WhatsApp are on the Contact page. Please include your order number so we can find the shipment quickly.