Returns and Refunds Policy

We take pride in offering the best customer experience and service possible. Our number one priority is ensuring that all of our customers are completely satisfied with our products and services.

If you need to return something please check the returns policy below and then submit a request online using our returns form.

Unwanted Items

Our unwanted return policy does not apply to business or trade customers although we may be able to accept unwanted goods back from business/trade customers subject to a restocking charge by prior agreement. Please see our full terms and conditions for more information.

Our team carefully selects products which we believe meet and exceed our customers' expectations. We do this by carefully examining and testing the products we sell, along with working closely with our suppliers ensuring that the standards are always met. In the unfortunate instance that you are not happy with your purchase, or you have quite simply changed your mind about keeping the items, we are more than happy to offer a full refund or exchange. 

• Unwanted returned items must reach us within 30 days of the date you received the goods
• We will require proof of purchase to verify that you are the original recipient of the goods
• Please email return requests to returns@connectec.uk. Goods can also be returned to our trade counter in person
• Goods must be returned in as new condition, unopened with seals intact and in the original undamaged packaging
• If the item you are returning was part of an offer which included a free item as part of a promotion and/or reward points were gained as a result of purchasing an item, the free item/s must also be returned and any points gained will also be removed from your account
• It is your responsibility to ensure that the returned goods are adequately packaged and returned to us by suitable means of recorded delivery. We recommend an insured and recorded delivery service that is used for higher value items.
• We will refund the basic cost of the original delivery but are unable to refund return costs for unwanted items.
• The following items cannot be returned if you change your mind
  • Software that has been opened or software licences which have been redeemed or provided by a third party
  • Hard drives, memory cards and other forms of digital media
  • Cloud services which have been activated
  • Customised or personalised goods
  • Pre-built server and data cabinets
  • Cable, conduit or ducting that has been cut to length
  • Batteries
  • Items specially ordered for you
• A refund or exchange will be provided within 7 days of us receiving the item/s providing the above criteria are met
• Some special-order items or, large quantities ordered specifically to fulfil your requirements may incur a restocking charge

If goods fail to meet any of the criteria mentioned above, we may refuse to accept them or we may offer alternative return terms. 

Our returns policy does not affect your Consumer Rights under the Consumer Contracts Regulations

Faulty Items

If any goods you receive become faulty or are in the rare instance are Dead on Arrival, please contact us immediately via email, telephone, chat or through the returns form found here. We will in the first instance attempt to help you diagnose faults to identify the exact cause and hopefully rectify the issue. If the fault cannot be resolved, an RMA number will be issued and collection arranged for the goods.

When the goods reach our warehouse, they will be processed through our returns team. We aim to turn around all repairs/replacements within 48 hours where possible.

If a direct replacement is not available and a repair cannot be carried out, we may offer an alternative or credit note.

We offer a minimum of 12 months warranty with all of our products and up to 3 years on selected items where stated. Warranties beyond 12 months are held with the manufacturer and direct contact with the manufacturers will be required. Beyond 30 days, warranty support may be directly with the manufacture and we may ask that you contact the specific manufacturers' support team direct. Details of how to contact them can be requested from our technical team.

If goods have been damaged due to misuse or incorrect operation including accidental damage, we will not be responsible for the repair or replacement. 

We are happy to refund any carriage charges incurred by returning your item to us if the item is found to be faulty. The carriage method and cost must be pre-arranged prior to returning any items to us to ensure the service is suitable.

Damaged Goods

Great service is the foundation of our business. We like to think that we do everything possible to ensure that any items purchased reach you in perfect condition. We package all items as best as possible with the most suitable materials (recycled where possible to do our bit for the environment) including quality cardboard boxes, air filled cushions, bubble wrap, foam chips etc. We also record our picking and packing stations with high-definition CCTV to ensure the orders are undamaged and complete before they are packed and leave our premises. With all this said, there are sometimes instances where goods can end up damaged in transit.

If you happen to receive damaged items, we request that you contact us by email or telephone within 48 hours of receiving the goods. We will endeavour to rectify the issue within 48 hours of receiving notification. Our contact details can be found on our contact page.

Please note that there are some exceptions to the above:

Data Cabinets - Once a cabinet has been signed for, we are unable to accept responsibility for any damage. We strongly advise that all cabinets are unpacked and carefully checked and that all keys are present before signing for the delivery. Due to the size and weight, cabinets can be difficult to move, which can lead to a higher risk of damage during the transportation and unloading process.

Display Screens and Digital Advertising Screens - Once again we would strongly recommend that all these types of items are thoroughly checked over before signing for the delivery as we cannot accept responsibility for any damage after this point. We would also recommend that due to the weight and size of some units, care is taken when moving them. Correct lifting and moving equipment may be required to prevent personal injury or damage to the items.

Contact us

If you have any queries about any of the above, please do not hesitate to contact us. We are always more than happy to chat with our customers and always aim for 100% satisfaction.

Contact details can be found on our contact page.