Delivery Information

You should check the following:

• Open the order confirmation email we sent you and check to make sure that the delivery address is correct. You can also check this online by logging into your account and checking your 'order history'.
• Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time. Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. 
• Check your mailbox. The carrier may have already attempted to make delivery. If you do find an attempted delivery slip, please contact the carrier and arrange a second delivery or a pickup from a pickup point.
• If the carrier has provided a tracking number, you can check on the carrier's website the progress of the delivery. If you think that something is not as it should, try calling the carrier for more information.
  If the carrier is not able to help, please contact us so that we can look into your case and come back to you with our findings. While this process is going on, we will not be able to take further actions on your order like refunds or replacements.

We know how important your order is! We provide our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with the property manager.

We will always do our best to assist you, but we do not hold any responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

Usually the carrier will attempt to get in touch with you by phone before or during the delivery. If the attempted delivery fails, an attempted delivery slip will be left in your letterbox with a new delivery date, as well as a telephone number so that you can arrange a more convenient delivery date or arrange to pick your parcel from a pickup point.

You should not accept a damaged parcel. If you notice damage on the parcel at the time of delivery, you should refuse to accept it. State clearly your detailed reasons for refusal on the delivery note, in writing, sign and date it. When the parcel is returned to us, we will get in touch with you to arrange a new shipment.

If for any reason you accepted a damaged parcel, you should get in touch with the carrier and report it as soon as possible.

If you notice something missing from your parcel at the time of delivery, you should state this clearly on the delivery note, in writing, sign and date it. Then, you should get in touch with us and report it as soon as possible.

If a product that you have received is not listed in your order list, you should fill in a returns form. Log into your account, find and view the order involved in your 'order history' and click the 'return' button next to the product in question. Make sure you specify 'Received Wrong Item' as the reason for the return and provide further details in the 'Faulty or other details:' section. We will notify you via email how to perform the return once we receive your form. Once the returned item has been received and checked only then can a refund or exchange take place.

If a product you ordered does not live up to your expectations, you should fill in a returns form. Log into your account, find and view the order involved in your 'order history' and click the 'return' button next to the product in question. Make sure you specify 'Other, please supply details' as the reason for the return and provide further details in the 'Faulty or other details:' section. We will investigate your claim and notify you via email on how to proceed. If the return is authorised and when the returned item has been received and checked only then can a refund or exchange take place.

Given the nature of digital content, a refund or credit on a purchase is not granted for downloadable items, unless one of the warranties given by us in our Terms & Conditions, 'Warranties we make'/'Software Incompatibilities' section, has been breached (as in the case where a software incompatibility cannot be rectified) or a refund is required under relevant consumer protection laws in which cases the grace period for requesting a refund is 30 days..

There is generally no obligation to provide a refund or credit for downloadable items in situations like the following:

• you have changed your mind about an item;
• you bought an item by mistake;
• you do not have sufficient expertise to use the item;
• you ask for goodwill; or
• you can no longer access the item because it has been removed (we advise you to download items as soon as you buy them to avoid this situation).

We have designed our products to function as stated in their description. However due to the varied installation configurations of each customer's setup, sometimes incompatibilities may arise which may hinder the desired functionality. 

In such cases we will do our utmost to fix the problem and ensure that your product will function as stated. In order for us to fix these problems you must also do your utmost to assist us in our efforts by providing us with the necessary access to the system in question (file system, database access, relevant passwords and/or anything else required). Failure to do so will void your money-back guarantee.

If we cannot fix the problem hindering the desired functionality then a refund will be issued in which case you must immediately uninstall and delete all files and copies of files relating to our product from all hardware where you may have stored or installed it. 

All physical products are inspected by a very careful quality control. If you are not completely satisfied with your order, you may request a return and a full refund (excluding shipping charges). This guarantee is good for 14 days.

Your order is not elligible for refund if the product:

•     was purchased from someone other than our own website.
•     is returned in excess of 14 days after delivery.
•     is not in its original condition, is missing parts, is slightly scratched or damaged.

Please do not return items that do not meet the circumstances listed above, as we will not issue refunds for non-qualifying items and cannot return the items to you.

If you do not have an account with us, you should contact us, so that we can help you with the return. 

If however, you have an account with us, you can login and navigate to your account details. There, you should look in your order history and view the relevant order which shows all products concerned. Each product has a 'return' button which allows you to fill in a form which will be sent to us via the system. Once we’ve received and checked your completed returns form, you’ll be sent a notification email explaining how to go about returning your product.

Please note that products must be returned in full and in their original condition (with packaging, accessories, instructions etc.). We recommend that you send your parcel via recorded delivery and request for it to be signed for on delivery to avoid unnecessary problems with delivery.

When we receive the product and depending on the circumstances of your case, we will either send you a replacement or issue you with a credit note which you can use to purchase something else from our store.

You will be informed via email about the status of your return request.

If you have an account with us, you can track the progress of your returns by logging into your account and navigating to the 'Returns' section where you can view the details for each return request. All the communication between us can be viewed at the bottom of the details section and will be sent to you via email also whenever the status of the return changes.

For customers without an account, all communication will be done via email each time the status of the return changes.

An email confirmation is always sent when we receive a return. If you do not receive an email, please login to your account and check that your email address is correct in the 'Edit your account information' section. Also check that our email did not end up in the 'spam' area of your inbox. In any case, you can check whether the status of your return has changed by logging into your account on our website and checking the 'Returns' section where you can also find a list of all our communications. If you do not have an account with us, bear in mind that your return could be waiting to be checked in.

If you returned your product more than a week ago, you should contact us. In the remote case that we have still not received your returned product, you should contact the carrier and request proof of delivery which you should then send to us in order to proceed. This is why we always recommend sending your returns using a “proof of delivery” system.

If the refund is paid into your bank account, then we will need your bank details such as the name of your bank, the name of the account holder, the IBAN number and the SWIFT code. This information will not be stored in our systems and will only be used for this purpose.

If you do not have an account with us, you should contact us, so that we can help you with the return.

If however, you have an account with us, you can login and navigate to your account details. There, you should look in your order history and view the relevant order which shows all products concerned. Each product has a 'return' button which allows you to fill in a form which will be sent to us via the system. Once we’ve received and checked your completed returns form, you’ll be sent a notification email explaining how to go about returning your product.

Please note that products must be returned in full and in their original condition (with packaging, accessories, instructions etc.). We recommend that you send your parcel via recorded delivery and request for it to be signed for on delivery to avoid unnecessary problems with delivery.

When we receive the product and depending on the circumstances of your case, we will either send you a replacement or issue you with a credit note which you can use to purchase something else from our store.

In many cases, the manufacturer will only cover certain parts of a product and usually will not cover damages caused by impact, dropping, rust, misuse, etc.

Of course, we will not be able to cover the cost of such repairs if this is the case.
What we can do however is to send you a quote for the cost of the repairs required and you can accept one of the proposed courses of action:

• You can accept the quote and proceed with the repairs.
• You can refuse the quote, in which case we will return the faulty product to you, charging you a handling fee.
• You can decide not to pursue any repairs and abandon your product, in which case we will not charge you at all.

If a product you ordered does not live up to your expectations, you should fill in a returns form. Log into your account, find and view the order involved in your 'order history' and click the 'return' button next to the product in question. Make sure you specify 'Dead On Arrival' as the reason for the return and provide further details in the 'Faulty or other details:' section. We will investigate your claim and notify you via email on how to proceed. If the return is authorised and when the returned item has been received and checked only then can a refund or exchange take place.

If a product you ordered does not live up to your expectations, you should fill in a returns form. Log into your account, find and view the order involved in your 'order history' and click the 'return' button next to the product in question. Make sure you specify 'Received Wrong Item' as the reason for the return and provide further details in the 'Faulty or other details:' section. We will investigate your claim and notify you via email on how to proceed. If the return is authorised and when the returned item has been received and checked only then can a refund or exchange take place.

If you have an account with us, you can track the progress of your returns by logging into your account and navigating to the 'Returns' section where you can view the details for each return request. All the communication between us can be viewed at the bottom of the details section and will be sent to you via email also whenever the status of the return changes.

For customers without an account, all communication will be done via email each time the status of the return changes.

An email confirmation is always sent when we receive a return. If you do not receive an email, please login to your account and check that your email address is correct in the 'Edit your account information' section. Also check that our email did not end up in the 'spam' area of your inbox. Depending on your Internet Service Provider, email may take various amounts of time to reach your inbox. In any case, you can check whether the status of your return has changed by logging into your account on our website and checking the 'Returns' section where you can also find a list of all our communications. If you do not have an account with us, bear in mind that your return could be waiting to be checked in.

If you returned your product more than a week ago, you should contact us. In the remote case that we have still not received your returned product, you should contact the carrier and request proof of delivery which you should then send to us in order to proceed. This is why we always recommend sending your returns using a “proof of delivery” system.