• Returning a faulty item under warranty with our Free Returns Policy

If your item is still under warranty, step one in arranging a return is to contact us via phone, email, or our online feedback form and tell us all about the problem you're having. For faster service, please have your tax invoice or order number handy as proof of purchase and to help us find your records efficiently. Please note that unsolicited returns may encounter delays, especially if they are dispatched without correct documentation or with the wrong addressee details.

In many cases, we will dispatch a replacement along with a prepaid return satchel once we verify your details. However, sometimes our service and returns department will need to test the item to pinpoint the issue in the event it may help us identify a manufacturing fault, or in the event that the product is not faulty. If we decide the product must be tested before a replacement is provided, we will post out a pre-paid return satchel at our cost to get the suspect item back. Once tested, a decision will be made regarding the best possible solution (replacement or refund).

If a returned item is deemed to be in perfect working order, you will be contacted to choose between paying a nominal shipping fee to have it posted back to you, or a refund on the item (minus a 15% restocking fee). We'll work hard to provide technical support to get your purchase working correctly, but we may not be able to solve hardware incompatibilities.

• Returning an item under our 30 Day Satisfaction Guarantee

Our 30-day satisfaction guarantee (detailed on our Guarantee Page) covers you in the event that you are unhappy with the quality or performance of a product or products. It can be returned to us for a refund on the cost of the item (not including shipping) provided that:

1. You contact us prior to shipping it back (so we know what to do with it when it arrives)
2. The product is as-new with all original packing, documentation and accessories
3. You can prodive a copy of our invoice as proof of purchase
4. The product is suitably protected from damage in transit
5. The product arrives in an operational, saleable condition suitable for resale

Our 30-day satisfaction guarantee does not cover return postage, so this must be made at your own expense. Your return can be processed in your choice of three ways: exchange for an alternate product, refund on the cost of the item, or store credit towards your next purchase. Please let us know your preference when you contact us initially. Exchanges will incur either a refund or additional payment depending on the cost difference plus additional postage.

In the event our returns department judges the returned goods to be unsaleable or damaged/worn due to misuse, we reserve the right to refuse refund, exchange or credit at our discretion, and/or charge a 15% restocking fee.

• Returning a non-faulty item outside of our 30 Day Satisfaction Guarantee

In the event you change your mind about a functional product more than 30 days from the invoice date, a 15% restocking fee will be charged. This is 15% of the original purchase price of any items returned. In all such cases, the items must be returned in as-new condition with all original packing, documentation and accessories (including but not limited to boxes, manuals, remotes, power packs and other essential items).

Cable Chick is unable to refund any postage costs, whether incurred at the original date of purchase or through the return itself, on any returns made outside of the 30 Day Satisfaction Guarantee period. Cable Chick reserves the right to refuse refund, exchange or credit on any item returned outside of the 30 Day Satisfaction Guarantee period or without proof of purchase.

Soiled, marked, modified or visibly 'used' items are not elligible for exchange, refund or credit.