Receiving faulty or damaged goods
In the unlikely event that you receive goods damaged in transit or faulty goods please contact us within 24 hours of receipt. We will either offer a full refund, exchange the goods or replace the faulty or damaged part. Please open all packages with care and keep the packaging in case goods need to be returned.
We will not be able to offer a refund if you have not contacted us prior to despatching your goods back to us.
Please remember that you will be responsible for the goods until we receive them and therefore for your own protection we suggest that you use a delivery method which requires a signature upon delivery.
Please comply with the following:
Keep the goods in an unused and unmarked condition with the original packaging, then contact us by e-mail or phone to confirm your intention.
Return the goods within 7 days unused and in the original packaging for a full refund less outbound delivery cost. Between 7 and 14 days, returned items will incur a re-stocking fee of 20%. For returns between 15-28 days, we can offer a credit note (valid for 90 days) or alternative goods of equivalent value less the 20% restocking fee and the delivery costs.
To clarify this:
Within 7 days = Full refund less the delivery costs
Within 8-14 days = Full refund less 20% restock fee & the delivery costs
Within 15-28 days = Goods to the value of less 20% restock fee & the delivery costs
Beyond 28 days = Part exchange only.
Please include some paperwork so we can identify the sender, and bear in mind that the goods are your responsibility until we receive them. For peace of mind either return them yourself or ensure you use a delivery method that requires a signature.
All Thule/Konig products are guaranteed for 5 years from the date of purchase against manufacturing defects. All other products are guaranteed for 1 year from date of purchase against manufacturing defects.