Refund policy

Returns Under Warranty of Faulty Goods 

Please contact us before returning items under warranty. The customer is responsible for the cost and the safe return of items to Elongeyes Instruments under warranty. Please endeavor to use the original packaging wherever possible.

Exchange and Refunds Policy (Business Customers) 

Elongeyes is a VAT registered company. Any Goods returned after 30 days as ‘unwanted’ or ‘incorrectly ordered’ may be accepted at the discretion of Elongeyes Instruments but will be subject to a minimum restocking fee of 20%. Please email elongeyes@gmail.com to request an exchange or a refund and we will assign you a RMA Number. Your item must be complete, in its original packaging and in unused condition. You must return the item within 30 days of your purchase. The customer is responsible for the cost and the safe return of all items to Elongeyes Instruments. A signed letter stating the reason for the return and the original receipt must be included within the package. All items are subject to a 20% restocking fee – This will be deducted from your refund. The original shipping and handling paid on an order is not refundable. Exceptions – Some items cannot be returned if they are opened. This includes software and firmware options. Merchandise that has been used and/or altered will not be accepted for exchange nor refund.

REJECTION OF FAULTY GOODS (Consumers Only) 

Under the Consumer Rights Act, consumers have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, and get a full refund. Please contact Elongeyes Instruments if you have faulty goods to return. Faulty goods must be returned with all standard accessories and within the original packaging. Faulty goods must be returned to Elongeyes Instruments within 30 days, starting from the date of purchase (i.e. The date of dispatch of the goods from Elongeyes Instruments). The right to refund does not apply to purely digital products, such as software licenses.

RETURN OF NON-FAULTY GOODS (Consumers Only) 

Your cancellation rights as an online consumer are defined in the Consumer Contracts Regulations. Your right to cancel an order for goods starts from the moment you place your order and ends 30 days from the day you receive the goods. Please contact Elongeyes Instruments if you’d like to return non-faulty goods. The customer is responsible for the safe return of non-faulty goods to Elongeyes Instruments. Elongeyes Instruments will issue a full refund within 30 days of the return of non-faulty goods, but only if the packaging is in reasonable condition and unopened.

Voided Warranty The warranty is void if:

Accidental damage occurs during transportation (please confer with the insurance agency or transportation company on compensation). 

Malfunction or damage is caused by misuse according to warnings in the product documentation or using or storing in an environment outside of the specifications' limits. 

Warranty void seals have been broken. 

Repaired by an unauthorized repair center. Unofficial licenses are installed.

Last updated: 17 July 2024