Refund and Returns Policy
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, then there conditions where exchanges or refunds are given. The below table outlines these conditions;
| Working product in brand new condition and in original packaging | Working product but marked, or incomplete | Faulty product but otherwise in brand new condition | Faulty product and marked, incomplete or not in its original packaging | |
| Product returned within 14 days of receipt | You are entitled to a full refund. | Any reimbursement is entirely at our discretion. | You can return the item to us and we can give you a refund, credit note or replacement. | You are entitled to a replacement. |
| Product returned more than 14 days after receipt, but within the manufacturer’s warranty | At our discretion we may issue you with a credit note. | Any reimbursement is entirely at our discretion. | You are entitled to a replacement. | You are entitled to a replacement. |
| The item is outside of the manufacturer’s warranty | We cannot offer refunds on items of this age. | We cannot offer refunds on items of this age. | Unfortunately we cannot replace items of this age. We may offer a repair service. | Unfortunately we cannot replace items of this age. |
Conditions
Sebae will only accept products that are in a “Returnable Condition”. Products must be returned to us with all items included in the original sale including manuals, cables, disks and any free software items. Any goods returned for credit or replacement must be in original product packaging in a suitable condition- no writing or stickers on the manufacturers box and packed securely inside an outer box.
Additional non-returnable items:
- Gift cards
- Downloadable software products
Where Sebae arranges collection of goods, it is still the responsibility of the customer to ensure that the goods are securely packaged and with the RMA details clearly labelled on the outside of the outer box.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Sebae does not accept liability for packages damaged during transit and proof of postage is not proof of delivery. All goods returned remain your responsibility until signed for by ourselves. You are therefore strongly advised to send your package by recorded delivery, registered post or courier and maintain sufficient insurance to cover the value of the goods. The cost of return carriage is to be borne by the end user, unless being returned under the terms of a DOA unit.
Then contact your credit card company, it may take some time before your refund is officially posted.On receipt of the package, the product will be tested against the stated fault (if any). Tested products found to be in full working order will be returned to the end user. Sebae reserve the right to charge an admin fee for testing and handling.
Please note: Your right to cancel does not extend to business customers or goods that are collected from Sebae. You have the right to return goods collected from us within 14 days, returns are subject to a 15% handling charge with the exception of faulty items, which are subject to a full refund or exchange.
For products beyond the manufacturer’s warranty period, Sebae may accept faulty units for repair but the full cost of repairs, handling and postage is to be the service provider/end users responsibility.
Only regular priced items may be refunded. Sale items cannot be refunded, in this case a credit note or items of equal value to sale price will be offered in exchange.
Where a product is out of warranty, then we may choose to offer a repair service.
This warranty does not apply to any unit that has been subject to neglect, accident, abuse, misuse, misapplication, incorrect connection or that has been subject to repair or alteration not authorised or undertaken by Sebae personnel.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Procedure
You must contact Sebae for authorisation before returning any goods. A Sebae engineer will discuss the problems with you and decide what is the best action to take.
Please email info@sebae.net to request an RMA number. Please ensure you include your original order in the email. You will be contacted by a member customer services to dicuss your return.