Returns & Refunds Policy

Last updated: 09 June 2026

Prices include VAT where applicable. Prices, stock availability and product information may change without notice.

We aim to deal fairly and reasonably with customers while also protecting the business from abuse, supplier losses, misuse of products and returns of goods that cannot reasonably be resold. This Returns & Refunds Policy should be read together with our Terms of Sale and Collection Policy.

1. General

Returns are not automatic. All return, exchange, credit and refund requests are subject to review, inspection, verification, product condition, supplier rules where applicable and any rights that may apply under law.

You should contact us before returning any product. Goods returned without prior notice may be delayed, refused, or processed only after verification.

2. Return period

Unless a different period applies by law or by an express written agreement, return requests for standard goods should generally be raised within 7 calendar days of collection.

A shorter delay in reporting a problem is always preferred, especially in cases of visible damage, missing items, incorrect supply, or suspected defects.

3. Conditions for return

To be considered for return, goods should generally be:

• returned within the applicable return period
• complete with all accessories, packaging, manuals, seals, inserts, cables and proof of purchase
• in clean, resaleable condition where applicable
• free from physical damage caused after collection
• free from signs of misuse, tampering, installation damage, or negligent handling

We may inspect the returned item before approving any refund, replacement, repair, or credit.

4. Goods that may not be returnable

Unless required by law or approved by us in writing, the following may be non-returnable or non-refundable:

• special-order, custom-order, or order-on-request items
• software, license keys, digital goods, activated products and downloadable products
• consumables and similar products
• products specially sourced for a customer
• goods opened in a way that materially affects resale value
• goods that have been installed, used, registered, paired, or activated
• goods that have been altered, upgraded, opened internally, or tampered with
• goods damaged after collection

5. Incorrectly supplied or misdescribed goods

If we supplied the wrong item, or if a product was materially misdescribed by us, please contact us as soon as possible. If the issue is confirmed, we may offer replacement, credit, or refund, depending on the circumstances and stock availability.

6. Defective goods

If a product appears defective, we may need to test, inspect, or refer the item to the supplier or manufacturer before a final outcome is determined. A defect claim does not automatically entitle the customer to an immediate refund.

Depending on the product, supplier policy, warranty position and the nature of the fault, the outcome may be:

• repair
• replacement
• supplier credit
• refund
• rejection of the claim where no defect is found or warranty is void

7. Dead on arrival (DOA)

Goods reported as defective immediately or shortly after collection may be treated as a DOA request where applicable. However, DOA outcomes may depend on supplier testing, packaging completeness, configuration and confirmation that the product has not been misused.

Missing accessories, incomplete packaging, incorrect user configuration, firmware issues, software issues, or signs of misuse may affect whether a DOA claim is accepted.

8. Opened, used, or installed goods

We may refuse a refund or reduce the amount refunded where goods have been opened, used, installed, configured, activated, or otherwise handled in a way that affects resaleability or suggests acceptance of the product’s condition.

Where electrical, electronic, software, or component products have been opened internally, altered, or upgraded, warranty and return rights may be affected.

9. Restocking and handling charges

Where we agree to accept a return for convenience rather than defect or our error, we may apply a reasonable restocking or handling charge. This may reflect supplier charges, product condition, packaging condition, administrative work, testing and return-processing costs.

10. Packaging requirements

Returned goods should be properly packaged and protected. Missing boxes, damaged packaging, broken seals, missing accessories, or poor return condition may reduce the value of the return, lead to handling charges, or result in refusal of the return.

11. Refund method

Approved refunds will usually be processed back to the original payer using a reasonable and verifiable method. We reserve the right to request additional verification before releasing a refund.

Refund timing may depend on internal processing, banking processes, payment gateway processes, and the outcome of product inspection or supplier confirmation.

12. Store credit

In some situations, especially where supplier processes are involved or where the customer agrees, we may issue store credit instead of a cash refund.

13. No immediate cash refunds

Refunds may require review, verification, banking approval and product inspection. We do not guarantee immediate cash refunds on the spot.

14. Collection-related responsibilities

Because this store operates on a collection-only basis, the customer is responsible for bringing returned goods back to us unless we expressly agree otherwise in writing.

15. Goods damaged after collection

Damage caused after collection, including accidental damage, liquid damage, misuse, surge damage, improper installation, or tampering, is not normally refundable and may also void supplier or manufacturer warranty.

16. Inspection and no-fault findings

If a returned product is tested and found to be working as intended, or if the issue is caused by user error, configuration, software, incompatibility, or misuse, we may reject the return or claim and may charge a reasonable testing or handling fee where permitted.

17. Promotional, open-box and discounted items

Promotional, open-box, bundled and discounted items may be subject to different return conditions and may carry limited warranty coverage, shorter return periods, or credit-only remedies depending on the product and the terms of sale at the time of purchase.

18. Returns where we made an error

If the return is accepted because we supplied the wrong item or materially misdescribed the product, we will assess the appropriate remedy, which may include replacement, refund, or credit.

19. Limitation and compliance with law

Nothing in this policy is intended to exclude any rights that cannot lawfully be excluded. Where the law gives you a non-excludable right, that right will apply to the extent required.

20. Contact for returns

Email: returns@yourdomain.com

Business name: Coastline Tech

Address / collection point: Your business address here