Refunds & Returns
Please contact our sales team if you are unsure if your item qualifies.
Pinknoise Systems Ltd Returns and Refunds Policies.
Cancelling an Order or Returning an unwanted product. At Pinknoise we want you to be totally satisfied with your purchase.
Cancelling an order after purchase from the Pinknoise website or over the phone is easy. Please contact us through the normal channels. If the shipment has not left our warehouse we can cancel the order and provide an immediate refund to the payment method originally used. A store credit option to a Pinknoise web account is also available upon request.
Returning An Item. If for any reason you can request to return the item you ordered within 30 days from receipt of the ordered item(s). (14 days to notify us of the wish to return and a further period within the 30 period from receipt of your package to return, typically a maximum of 16 days from notification. If you receive the incorrect product, if in the rare but unfortunate situation, the product you receive is not the one you initially ordered, ie. our mistake. Pinknoise will ship the correct item, with a standard shipping service and also get the incorrect item picked up as well. All costs will be met by Pinknoise. Returns form here Returns and unwanted items after this period will be subject to a restocking fee, not less than 15% of the original cost and no more than 25% of the original purchase price (See conditions below).
The item needs to be complete with all packaging undamaged, user manuals included, all the manufacturers associated accessories (If applicable), cables, power supplies etc. included. Items that are totally as new, not unpacked and in a re-saleable condition will be refunded in total. The customer has to ship the goods back to the Pinknoise warehouse (See shipping conditions below). (UK or Ireland Warehouses)
Items that have been unpacked are marked or used in anyway will be subject to a restocking fee of no less than 15% and no more than 25% of the original cost of the item(s) In certain circumstances this scenario will be at the discretion of the Pinknoise management.
If you want to exchange the product for another model or variant then this is also fine. Conditions will apply as with any other return. Please follow the returns form process.
The item needs to be shipped back to Pinknoise at the customers cost, has to be shipped with a reputable courier company, the goods need to be well packed and in protected cartons, insured for any loss or damaged by the shipping agent.
Pinknoise will not be held responsible for badly packed items coming back damaged as returns, or in a reduced state from the new condition they were shipped in. Lost parcels will not be compensated for by Pinknoise and no refunds will be issued to the customer in these circumstances.
Non Returnable Items: Any items that are non returnable, unless faulty and an exchange or credit is requested are as follows: Opened software products, downloads of software products, media cards in an opened package, headphones and in-ear phones, transmitter waistbands and associated accessories that are used on a person and have been opened and potentially used. Custom manufactured or modified to order products, including any modifications by the customer, this includes hardware and custom made cables.
Product that is ordered from Pinknoise and deemed a special order or an item that is not currently on the Pinknoise website but needs to be ordered from a manufacturer. Any individual component from a Pinknoise Bundle sale. (unless faulty, or unfit for purpose)
Business to business transactions are not returnable, unless the item(s) are 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.
What if my ordered item is Damaged or Faulty? If your order is damaged in transit.... If it’s obvious that the packing is damaged, broken cartons, general damage to the carton, broken seals and shipping bags that have sustained damage then please mark as damaged when you accept and sign for the package with the courier. THIS IS IMPORTANT.
You are also within your rights to refuse the package at the point of delivery if you feel the packaging is damaged and the contents could also be damaged or even missing. Notify the courier at the time of delivery.
If the customer or recipient accepts the damaged package then please, if you can, take the opportunity to take some photos of the damage and report the damage with any photographic evidence emailed to Pinknoise, ideally, within 24 hours of the issue occurring. Also, report any issues with the contents of the box, damage or missing items to Pinknoise within the same time frame please.
We will arrange for the item to be picked up at our cost and any refunds processed accordingly upon receipt and once inspected back at Pinknoise.
Faulty items straight out of the box or within 30 days from receipt of your order. In the unfortunate circumstance that you receive your item and it appears there is a fault with normal operation, please contact Pinknoise under the normal channels. 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 to Pinknoise for inspection then we will arrange for pick up of the item and the costs will be covered by Pinknoise in the UK and Ireland.
International customers may have to arrange their own delivery back to Pinknoise in the UK. Sometimes, in certain territories, it is difficult for us to get return shipping options. In this instance costs will be met by Pinknoise upon receipt of the goods and a reasonable previously agreed cost with the customer. High value items MUST be insured for loss and damage when shipped back to Pinknoise.
If the item has a manufacturing defect within 30 days of the receipt of goods, we replace the item and exchange it for a new replacement. Pinknoise will ship back to the customer’s billing address free of charge.
If there are exceptional circumstances and we cannot replace the item immediately, or in a reasonable time frame, Pinknoise may offer to lend or hire, for a low rate, a suitable replacement to the customer wherever possible. This service may not be available to International customers but we will always do our best to offer full customer service and a quick remedy.
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 then 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.
Shipping Charges and Refunds: At Pinknoise we offer quality shipping services in conjunction with our trusted partners, UK domestic and Worldwide. We have a dedicated shipping team who will offer full customer support if things go wrong. We are here to help and assist with timely and reliable deliveries.
If you opt for an Express delivery option and the time frame is not met by the chosen courier company we will refund or offer store credit for the difference between the Express cost and our standard shipping charge. This will not apply if there is no recipient available (No one to
sign for the package) for the parcel in the time frame, Eg, a time slot delivery, Pre 9/10/12pm and so on. Most packages sent via our chosen shipping methods require an authorised signature.
If a delivery is refused due to an unauthorised person declining to sign and take responsibility for the package - we do reserve the right to charge for any subsequent deliveries, and recover any additional expense passed on by the Courier to Pinknoise.
Faulty items within 30 days of receipt of goods, will be picked up and the costs met by Pinknoise.
If items are being returned to Pinknoise, outside of a warranty issue, we can offer a return pick up service with one of our chosen partners. There is an additional cost for this, depending on size and weight. We can offer a quotation for this service, prepayment is required at the time of booking, failed pick up will result in additional charges.
All returns must be received within 14 days from the point of a returns form being filled out online or request to the office being made.
Damaged consignments that are refused by customers or recipients will be offered a refund on shipping charges, including Express and upgrade options.
Refunds and Part Refunds: Refunds are made within 7 working days from receipt of the goods back to Pinknoise, minus any deductions that are applicable, damaged, incomplete goods or non re-saleable items. We will refund to the initial payment method used and the customer will be notified via email.