Refund policy

Efficient Product Return Preparation

For prompt processing of your return request, it's your responsibility to:

• Securely package products to safeguard against transit damage.
• Conspicuously label the exterior with your return reference number.
• Include all original accessories and components.

Non-compliance may lead to processing delays or potential request rejection.

1. Unwanted Products:

You can return an unwanted product without cost, provided it meets these criteria:

• Unused, undamaged, with original labels and stickers intact.
• For items except Unboxed Deals, reconditioned, or used products: in undamaged original packaging with seals intact (if applicable), including all accessories and parts.
• You initiate the return on the Website within 10 days of delivery or collection.

After 10 days, returns are accepted only for defective products. Exercising the right to change your mind: For returns due to a change of mind, the following exceptions apply:

• Digital products like electronic vouchers or downloads.
• Unsealed audio/video recordings, software.
• Consumables like food, beverages, and daily-use items.
• Certain health, beauty, and hygiene products.
• Personalized or custom-made products.
• Assembled flatpack furniture. We will collect the product free of charge, inspect it, and credit your account within 10 days of return.

Exchanges and Incorrect Deliveries:

• Exchange for the same product type (Unboxed Deal, reconditioned, or used) if available.
• If unavailable, receive a credit to your account within 10 days.
• Incorrect deliveries or misrepresented products will be collected free of charge.
• For missing accessories or parts, follow the process in section 2.
• Upon validation, we'll promptly deliver the correct product or credit your account within 10 days.

Please note, inspection may be required to validate your return.

2. Damaged or Incomplete Products Upon Delivery:

• In case of damage or missing parts/accessories upon delivery/collection, inform us within 7 days by initiating a return on our Website.
• We'll arrange free product collection for inspection. Upon validation, choose between:
  • Swift repair/replacement if feasible or a stocked replacement exists.
  • Crediting your account with the product's purchase price (or refund upon preference).
  
  

3. Defective Products Clarification:

• Our utmost effort is to deliver products of top-notch quality and perfect working condition, free from defects.
• Understanding Defects: A defect refers to a significant flaw in product manufacturing or any attribute that renders the product less acceptable than reasonably expected under the given circumstances.
• Exclusions from Defects: Certain conditions are excluded from defect classification, disqualifying them for returns under section 3:
  • Normal wear and tear-related issues.
  • Damage resulting from misuse, negligence, or improper product use.
  • Damage caused by sea air corrosion.
  • Damage due to inadequate product care.
  • Damage resulting from unauthorized product modifications.
  • Instances where product specifications, while accurately described on the Website and suitable for intended use, do not match individual preferences.
  • Unboxed Deals or used products may exhibit signs of handling/repackaging.

Standard Warranty:

If you receive a defective or subpar quality product (excluding manufacturer warranty products discussed separately), promptly notify us upon becoming aware of the issue. This should be done within 3 months of product delivery/collection, unless stated otherwise due to an extended supplier warranty.

To initiate the process, log a return on our Website. We'll arrange complimentary product collection for inspection. Upon validation, choose between:

• Swift repair/replacement if feasible or a stocked replacement exists.
• Crediting your account with the product's purchase price (or refund upon preference). If repair/replacement extends beyond 21 days, we'll inquire if you prefer a credit/refund.

Please note, returns exceeding the 3-month period (unless covered by an extended supplier warranty) cannot be accommodated.

For repair/replacement requests involving Unboxed Deals, reconditioned, or used products, we'll seek replacement within the same category if available. If not, credit/refund options will be provided. It's important to understand that Unboxed Deals, reconditioned, and used products are discounted due to differences from products in perfect condition. 

4. Gift Vouchers & Coupons Guide:

There are two Coupon types: Fixed Coupon (e.g., R### off) and Percentage Coupon (e.g., ##% off).

Fixed Coupon Usage:

If you use a Fixed Coupon for an order and subsequently cancel or return the order before delivery or log a return for credit per the Returns Policy:

• The Fixed Coupon value deducts from the cancelled/returned product(s) purchase price.
• Any balance credits to your account (or refund at your preference).
• A new Fixed Coupon of the same value is provided.

InSteel may restrict the replacement Fixed Coupon's usage. For multiple cancellations/returns from the same order, normal account crediting applies.

Percentage Coupon Usage:

Using a Percentage Coupon for an order and then cancelling, returning, or logging a return for credit:

• Discount from the Percentage Coupon reduces cancelled/returned product(s) purchase price.
• Any balance credits to your account (or refund at your preference).
• A new Fixed Coupon of the same value as the discount is provided.
• InSteel may restrict the replacement Fixed Coupon's usage.

For multiple cancellations/returns from the same order, normal account crediting applies.

Gift Voucher Returns:

• For products bought with a Gift Voucher and later returned for a refund under this Policy:
  • Refunding in cash for the Gift Voucher-paid portion isn't possible.
  • Account crediting will be processed instead.