Refund Policy
Returns and refund policy: goods
Faulty goods
In the event that an item is faulty, please return the item to us in its original packaging, or arrange for us to collect it, within a reasonable period (28 days).
We shall refund you the cost of the item, and the cost of returning it to us (if applicable).
Goods incompatible with client equipment
In the event that an item does not work with your equipment, please notify us first by email. The following policy shall apply:
- If you, the client, have chosen the item and/or placed the order yourself, our refund policy shall not ordinarily apply, although we shall in exceptional circumstances and at our sole discretion consider a refund; but
- If we, Doctor Logic, have recommended the item to you, please return the item to us in its original packaging, or arrange for us to collect it, within a reasonable period (28 days). We shall refund you the cost of the item, and the cost of returning it to us (if applicable).
Non-faulty goods
In the event that you decide on receipt of an item that you no longer want it, please notify us first by email. Our refund policy shall not ordinarily apply, although we shall in exceptional circumstances and at our sole discretion consider a refund. If we agree to a refund, we shall notify you by email and you shall return the item to us in its original packaging within a reasonable period (28 days). Returning the item is at your expense, and we shall not be liable to reimburse you the same.
In the event that the item is not returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item. In the event that we agree to a refund, we reserve the right to charge a 15% administration fee.
Non-faulty goods – items made to client’s specifications (bespoke items)
We are unable to accept returns or to provide refunds for bespoke items in the event that the item is not faulty.
How to return items to us
It is your responsibility to ensure that returned goods reach us in good condition. We advise using the Royal Mail’s recorded delivery service for this purpose.
Refund method and time
Refunds will be credited to your payment card and will be processed within 28 days of our receipt of the item, although we aim to make refunds as soon as possible. We shall provide you with a refund receipt for your records.
Order cancellations
Please note that you are entitled to cancel the order provided that you exercise your right to do so within 7 days of the date of your receipt of the item. A refund will be credited to your payment card and will be processed within 28 days of our receipt of your cancellation, although we aim to make refunds as soon as possible. We shall provide you with a refund receipt for your records.
If you wish to exercise your right to cancel this contract after your order has already been despatched please follow the procedure set out in our Returns policy as set out above.
Cancellation of bespoke items
We are unable to accept cancellation of bespoke items or to provide refunds for the same.
Refund policy: services
In the event that you are not satisfied with our services, please notify us in writing (email or post) within 7 days of our performance of the services in question.
On receipt of your notification, we shall at our sole discretion, acting reasonably, refund your payment in part or in full.
In the event that we determine that your dissatisfaction is due to an error on your part including but not limited to your incorrect or misleading instructions, or your failure to carry out our instructions in full or in part, we reserve the right to deduct up to 50% of the cost of the services.
Please note that in accordance with our terms and conditions, we shall not be liable to you for failure to provide the services in part or in full in the event of circumstances beyond our control.
Refund method and time
In the event that we decide to refund you, the refund will be credited to your payment card and will be processed within 28 days of our receipt of your notification, although we aim to make refunds as soon as possible. We shall provide you with a refund receipt for your records.
Cancellation of services
Your contract for services with us is subject to a 7-day ‘cooling-off period’, which gives you the right to cancel the contract within 7 days from the date the contract was made.
In the event that you want to cancel your contract with us within the cooling-off period, please notify us by email. A refund will be credited to your payment card and will be processed within 28 days of our receipt of the item, although we aim to make refunds as soon as possible. We shall provide you with a refund receipt for your records.
In the event that you require us to perform the services before the end of the cooling-off period, the cooling-off period, right to cancel, and right to refund shall not apply.
Refund method and time
Refunds will be credited to your payment card and will be processed within 28 days of our receipt of your notification, although we aim to make refunds as soon as possible. We shall provide you with a refund receipt for your records.
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