Refunds & Returns
Pinknoise Systems Ltd Returns Policy
At Pinknoise, we want our returns policy to be as easy as possible for our customers, with little hassle and clear communication.
Cancelling an Order
If you wish to cancel an order, you can do so by contacting us via email at email@example.com or via phone on (+44) 01453 825802. Providing the order hasn’t been shipped, a full refund will be provided to the payment method originally used. Alternatively, a store credit option is available upon request.
How to Return a Product
Step 2. Once the completed returns form is emailed to Pinknoise, you can return your product(s) for free by visiting the Royal Mail returns portal.
Step 3. Drop your parcel off at a Post Office. You will need your Royal Mail confirmation email, or the printed label attached to the parcel. You can also arrange for a Royal Mail collection, but this might incur a small fee.
Please note: The package must be smaller than 61cm (L) x 46cm (W) x 46cm (D) for boxes and the package must weigh less than 20kg. Additionally, the length plus twice the diameter must not exceed 104cm, with the greatest dimension being no more than 90cm for tubes
Once the completed returns form is emailed to Pinknoise, you can return your product(s). We are still in the process of setting-up an easy returns process for our international customers. Customers are advised to arrange the return and Pinknoise will refund the carriage up to £15, or at Pinknoise's discretion.
Returning an Unwanted Product
Under consumer law, you can request to return you order within 30 days from receipt of the item(s) being ordered. Customers are eligible for a refund if Pinknoise are notified within 14 days of receiving the delivery. Customers have a further 14 days to return the goods upon notification from the customer of their wish to return. Pinknoise have 14 days to refund the order upon receipt of the goods being returned.
The item(s) needs to be complete with all packaging undamaged, user manuals and all associated accessories included. If the goods are not returned in full, Pinknoise reserves the right to dispute, potentially refuse the refund or charge a restocking fee. Items that are totally as new, not unpacked and in a re-saleable condition will be refunded in total.
Returns and unwanted items after the 30-day period will be subject to a restocking fee, no less than 15% of the original cost, and no more than 25% of the original purchase price.
In the rare and unfortunate event of the incorrect item being received, Pinknoise will ship the correct Item to the customer. Pinknoise will contact the customer regarding the return of the incorrect item. The customer will see no extra charges. If you have received the incorrect item, please email firstname.lastname@example.org.
If you wish to exchange the product for another model or variant, the original item must be shipped back to Pinknoise prior to the new product being shipped. Differences in price will be charged or refunded depending on the difference. Re-stocking fees may also apply.
Non-Returnable Items After 30 Days
Some items can’t be returned after the 30-day period due to the nature of the product.
Business to business transactions are not returnable unless the item(s) is faulty.
Any deposit that is taken in agreement with the customer that is classed as non-refundable, will not be refunded if the item is cancelled as an order. At the discretion of Pinknoise we may offer a store credit in whole or part, depending on the circumstances.
Damaged or Faulty Items
Any items delivered damaged should be reported to Pinknoise within 24 hours. Please contact us via email@example.com to report a damaged delivery; photos of the damaged delivery are preferred, if possible. You are also within your right to refuse a delivery if it arrives damaged.
Pinknoise will discuss the return of the damaged item(s) with the customer. A replacement will be shipped at no extra cost, or if the customer prefers, a refund can be processed.
In the event of items being faulty straight out of the box, or within 30-days of receipt, please email firstname.lastname@example.org. We will offer our usual customer back-up service and technical support to ascertain the problem and action to remedy the situation.
If the item needs to be returned for inspection, please follow the returns process above to get the item returned, and Pinknoise will organise the fault to be repaired.
In the event of the item being irreparable, a replacement will be shipped to the customer, or a refund can be processed if the customer desires.
If it is suspected that an item has sustained or suffered damage, or a fault occurs due to mistreatment of the item by the customer, any manufacturer’s warranty will not be covered. Physical or electronic damage by the customer is not covered by any warranty, power voltages out of specification, water ingress, general misuse, or inappropriate application outside of the manufacturer’s guidelines will not be covered. Items will be inspected and sent to manufacturers service department for assessment and damage report. All charges will be passed on to the customer if the issue is caused by mistreatment.
Refunds are made within seven working days from receipt of the goods back to Pinknoise, minus any deductions that are applicable, damaged, incomplete goods or non-re-saleable items, shipping fees. We will refund to the initial payment method used and the customer will be notified via email.