Refund and Returns Policy

          Please note our returns policy has been updated to reflect the ‘The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013’ which replaces the ‘Distance Selling Regulations’ and came into effect 13th June 2014.

We very much hope you will be happy with your products; however, we do understand items sometimes need to be returned. We have therefore tried to make our returns process as clear and easy as possible. If for any reason you are dissatisfied with your product you must let us know within 7 days after delivery.

Our returns policy is in accordance with the ‘Sales of Goods Act’ and ‘The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013’ and forms part of our terms and conditions of sale. If you have any specific queries regarding our returns policy, please email info@starvoipltd.co.uk.

	Unwanted Goods, as new The item is in brand new condition, in its original packaging, unused.	Unwanted Goods, Opened The item is working but either is opened, used, marked or something is missing.	Faulty Goods The item is tested as faulty.
14 Days OR Less The item being returned is within 14 days of delivery	A full product refund OR an exchange of equal value is guaranteed for returns unopened, as new.	You are entitled to a refund less any reduction in value due to excessive handling.	You can return the item for EITHER a replacement, a credit towards an alternative or a full refund.
30 Days OR Less The item being returned is within 30 days of delivery	A full product refund OR an exchange of equal value is guaranteed for returns unopened, as new.	We are unable to offer any reimbursement.	You can return the item for EITHER a replacement, a credit towards an alternative or a full refund.
31 Days to 6 Months The item being return is within 30 days to 6 months of delivery	We are unable to offer any reimbursement.	We are unable to offer any reimbursement.	You are entitled to a repair or replacement of similar age and condition of the faulty item.
6 Months+ The item is older than 6 months from delivery	We are unable to offer any reimbursement.	We are unable to offer any reimbursement.	We are unable to replace items of this age; however, the item may be covered by a manufacturer warranty. Please contact the manufacturer warranty replacement services

The following applies to all returns:

1. All goods returned remain your responsibility during transit and until signed for by ourselves or an appointed agent. We would recommend the Royal Mail Standard Parcel Service and that you obtain a Free certificate of posting (P6159) when sending from your local Post Office, together with adequate insurance to cover the cost of the item/s. Insurance is at your discretion.
2. Goods must be returned complete (including all packaging, cables, manuals, promotional gifts/items, CDs etc for that product).
3. Products physically damaged (Cracked components, dents, scratches, defacement, wear and tear or wilful damage) will not be accepted.
4. All returned goods must be authorised with a returns number.
   • Goods may be rejected without a valid Star VOIP Limited returns number clearly marked on the packaging.
5. All goods must be received within 14 working days of the returns number being issued.
6. Except in the case of inherently faulty goods (i.e., faults present at the time of sale); or goods faulty within the first 7 days; return shipping is to be paid by the customer.
   • Customers electing to return items via premium, timed or courier services do so at their own discretion, and we are unfortunately unable to refund these costs over and above Royal Mail Standard Parcel Service rates.
7. To be classed as Dead-on arrival (DoA), we must be notified that the product is faulty within the first 48 hours after delivery.
8. The goods being returned may contain important or confidential data. It is your responsibilities to ensure any personal data is backed up and / or removed from any goods prior to returning them. We will not be held liable for any loss of data stored on returned units.

Unwanted Goods – As New

If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request your returns number within 30 days of receipt. The goods must be in fully resalable condition when returned.

What do you mean by ‘As New’?

• the goods are unopened
• the goods have not been used
• software seals or manufacturers security seals are unopened
• the goods are unmarked
• the goods are in fully resalable condition

What will I get refunded?

• the original full value of the goods returned

Will I get any delivery costs refunded?

• we will refund the original delivery costs to a maximum value of the lowest cost standard delivery for the items you purchased
• premium delivery costs will not be refunded

Unwanted Goods – Opened

If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request your returns number within 14 days of receipt.

You are liable for any diminished value of the goods resulting from handling, if in particular it goes beyond the sort of handling that might reasonably be allowed in a shop.

What type of ‘handling’ will affect the refund value?

• opening or removing packaging
• using the goods
• breaking manufacturers security seals
• marking or damaging the goods

Will I get any delivery costs refunded?

• we will refund the original delivery costs to a maximum value of the lowest cost standard delivery for the items you purchased
• premium delivery costs will not be refunded
• the cost of returning unwanted goods is your responsibility.

Goods Faulty – within first 30 days

If unfortunately, your goods are delivered faulty or develop a fault in the first 7 days after delivery please log into ‘your account’ to raise an returns request giving us a description of the fault, together with the manufacturer case reference number (if you have one).

If the goods are tested faulty

• You can either have a replacement, a credit towards another product or a full refund

If the goods are tested not faulty

• You are responsible for any delivery or collection charges incurred

Goods Faulty – after 30 days and within 6 months

If this unfortunately should happen and your goods develop a fault after 30 days of dispatch, please contact the manufacturer regarding a replacement as most offer product warranties and replacement services. You can alternatively return the product to us; however we reserve the right to return the product to the manufacturer for repair or replacement which may take time.

 

If the goods are tested faulty

• You are entitled to a replacement unit of similar age and condition.
  PLEASE NOTE: This means the replacement might not be a brand new unit

If the items are tested not faulty

• You are responsible for any return delivery charges incurred

Goods Faulty – after 6 months and within warranty period*

If your item should develop a fault within the warranty period, you are entitled to a warranty repair from the manufacturer. Except for goods with inherent faults, we are unable to replace items of this age.

• Please contact the manufacturer for more information on their warranty and replacement services

* None of the above conditions affect your statutory rights when goods are faulty due to inherent faults.

International Deliveries

Except for goods Dead on Arrival (See Dead on Arrival definition), all costs about returning and replacing units will be the responsibility of the purchaser.