Dimension Devices Returns Policy

EXCHANGES

If a product you have received is faulty or not functioning correctly, you may return it to us for a product exchange only as per the product's warranty that was provided to you after purchase. Please see below for more information on our return policy.

RETURNS

Customers who wish to return an item must arrange for the item to be returned to us within seven (7) days of the date of their order. All returned items must include all periphials (cables, container, bag etc) and be inside the original packaging.

We strongly recommend sending returned products back via a tracked delivery to ensure they do not get lost.

Returned products that are not tracked and are effectively "lost" during shipping back to us are considered "not refundable". Items returned and devoid of original periphials (packaging/cables/covers etc) will not be elligable for a product exchange.

Valid returns will be credited to you to the same account you purchased from, we do not refund delivery costs.

RETURN PROCESS

To return an item, please email customer service at [email protected] to obtain a Return Merchandise Authorisation (RMA) number. After receiving an RMA number, place the item securely in its original packaging, and mail your return to the address provided.

Please note, the returning item remains your responsibility until it reaches us. By returning items to us you accept that you are sending them at your own cost and risk. You will be responsible for all return shipping charges.

EXCHANGES

After we have received your returned product and inspected the condition of your item, we will process your exchange. Please allow at least fourteen (14) days from the receipt of your item to process your exchange. We will notify you by email when your return has been processed.

REFUNDS

We will accept refunds for digital/electrical products whose warranty has not been breached and the below items are confirmed.

The product is in original packaging.
The product has all periphials alongside it (cables, case etc).
The product has not been switched on, once a product is switched on, a unique Device ID is assigned which constitutes personalisation of the device to the purchaser, assigning the verification certificate's model number & verification code to the purchasers name through our verification process on our website.

If you have answered "yes" to all the points above, then we will accept a refund for your digital/electrical product. Please contact our returns team to arrange returning the product.

If your product is not digital/electrical, then we will accept refunds if:

The product is in original packaging.
The product has all periphials alongside it (cables, case etc).

If you have answered "yes" to all the points above, then we will accept a refund for your non-digital/non-electrical product. Please contact our returns team to arrange returning the product.

TAMPERING WITH SOFTWARE & FIRMWARE

If a returned product does NOT have an officially released firmware/software from Dimension Devices loaded on it when we receive a return, this is a breach of the warranty and the device is not elligable for a refund.

CONSUMER RIGHTS ACT

Our devices adhere to the Consumer Rights Act, however if you believe your purchased product does not adhere to a specific criteria of this act, please contact us stating the reason(s) and relevant criteria of this act. Failure to provide valid reasoning that fits one or more categories within the above act, will make a refund request null and void.

THE RIGHT OF FINAL SALE

Any product purchased from us during a sale, personalised or at a discounted price are FINAL. Sale/Discount items cannot be returned or refunded.

INVALID RETURNS

If an exchange/refund request for a returned product fails our product return quality checks (either by physical damage on the device or through our "power on" checks), it is deemed to be an invalid return. No compensation is provided when an product return is deemed invalid.

Items must be returned to us unused, in a saleable condition, in their original packaging and with all component parts and any promotional items received. If the items are returned in an unsaleable condition or have been handled more than necessary before deciding to return it, we reserve the right to make a deduction to the refund value. If you return unwanted goods to us in anything other than a saleable condition, we will be unable to refund or replace your goods. We may, however, offer you the options of either:

Collecting your returned goods from us
Paying a delivery charge for us to send your returned goods back to you

If this is the case, we will get in touch with you by email and explain your options. If we have not heard back from you within 30 days, we reserve the right to return the goods to our stock or dispose of them.

LOST RETURNS

We will not be held accountable for any damage or loss whilst in transit. If a returned product is lost during shipping a refund will not be issued.

RETURN APPEALS

If you wish to appeal a product return decision, please email [email protected].

ORDER CANCELLATION

Should you wish to cancel your order, you may only do so prior to the item being shipped, if the item has been shipped then a refund will be given on successul reciept of the device back to us.

POLICY AMENDS

We reserve the right to amend this policy on an ad-hoc basis.

QUESTIONS

If you have any questions concerning our return policy, please contact us at:
[email protected]