We want you to be completely satisfied with your purchase. If for any reason you’re not happy, our returns policy makes it easy to return items and get a refund, exchange, or store credit.
Our policy complies with the Consumer Protection (Distance Selling) Regulations 2000 and the Consumer Contracts Regulations 2013.
60-Day No-Quibble Returns
You may return any item within 60 days of receipt for any reason—no questions asked.
Whether you’ve changed your mind, ordered the wrong item, or simply don’t need it anymore, we’ll happily process your return.
At a Glance
| Situation | Timeframe | Return Shipping | Refund Includes |
|---|---|---|---|
| Changed your mind | 60 days | You pay | Product price only |
| Ordered wrong item | 60 days | You pay | Product price only |
| Item faulty on arrival | 60 days | We pay | Full refund including original shipping |
| Item develops fault | Within warranty | We pay | Repair, replacement, or refund |
| Item damaged in transit | Report within 48 hours | We pay | Full refund or replacement |
Returning Unwanted Items
Eligibility
To return an unwanted item for a refund:
- Return request must be made within 60 days of receiving your order
- Items must be unused and in original condition
- Items must be in original packaging where possible
- All accessories, manuals, and components must be included
What We Refund
- Full purchase price of the product(s)
What We Don’t Refund
- Original shipping costs (unless the item is faulty)
- Return postage costs (unless the item is faulty)
Condition Matters
We reserve the right to reduce the refund amount if items show:
- Signs of use beyond inspection
- Missing components or accessories
- Damaged or missing packaging
- Any damage not reported at time of delivery
Returning Faulty Items
Dead on Arrival (Within 60 Days)
If your item is faulty when it arrives or develops a fault within 60 days:
- Full refund including original shipping costs, OR
- Replacement sent free of charge
- We cover return shipping costs
Faulty After 60 Days (Within Warranty)
If your item develops a fault after 60 days but within the warranty period:
- Item will be repaired or replaced under warranty
- See our [Warranty Policy] for full details
Reporting Faults
When reporting a faulty item, please provide:
- Order number
- Description of the fault
- Photos or videos showing the issue (if possible)
This helps us diagnose the problem quickly and may allow us to resolve the issue without a return.
Damaged in Transit
If your item arrives damaged:
- Report within 48 hours of delivery
- Keep all packaging – we may need photos
- Take photos of the damage and packaging
- Contact us with your order number and images
We will arrange a replacement or full refund including shipping costs.
How to Return an Item
Step 1: Contact Us
Before returning any item, please contact us with:
- Your order number
- Item(s) you wish to return
- Reason for return (changed mind, faulty, damaged, etc.)
- Whether you prefer a refund, exchange, or store credit
Do not return items without contacting us first. Unauthorised returns may be delayed.
Step 2: Receive Return Authorisation
We will respond within 1 business day with:
- Confirmation your return is accepted
- Return Merchandise Authorisation (RMA) number
- Return address
- Any specific instructions
Step 3: Pack Your Item
- Use the original packaging if available
- If original packaging is unavailable, pack securely to prevent damage
- Include all accessories, cables, probes, and manuals
- Write the RMA number clearly on the outside of the package
- Include a note inside stating:
- Your name
- Order number
- RMA number
- Reason for return
- Preference: refund, exchange, or credit
Step 4: Post Your Return
- Use Royal Mail Tracked or Recorded Delivery
- Keep your proof of postage – this is essential
- The parcel is your responsibility until it reaches us
We strongly recommend tracked postage. We cannot be held responsible for items lost in transit without proof of postage.
Step 5: Refund Processing
Once we receive and inspect your return:
- Inspection completed within 2-3 working days
- Refund processed within 14 days of receiving the item
- Funds returned to your original payment method
- Refunds may take 3-5 additional days to appear in your account depending on your bank
Exchanges
If you’d like to exchange an item for a different product:
- Contact us with your order number and the item you’d like instead
- Return the original item following the process above
- We’ll either:
- Ship the new item once we receive your return, OR
- Issue a refund so you can place a new order
Price Differences:
- If the new item costs more, we’ll send a payment link for the difference
- If the new item costs less, we’ll refund the difference
Store Credit
If you prefer store credit instead of a refund:
- Credit is issued for the full product value
- Credit does not expire
- Credit can be used on any future order
- Credit is non-transferable
Refund Methods
| Original Payment | Refund Method |
|---|---|
| Credit/Debit Card | Same card used for purchase |
| PayPal | Original PayPal account |
| Other methods | Original payment source |
Refunds can only be issued to the original purchaser using the original payment method.
Return Shipping Costs
You Pay Return Shipping When:
- You changed your mind
- You ordered the wrong item
- The item doesn’t suit your needs
- You found a better price elsewhere
We Pay Return Shipping When:
- The item is faulty or defective
- We sent the wrong item
- The item was damaged in transit
- The item doesn’t match its description
For valid claims where we cover shipping, we will reimburse reasonable postal costs upon receipt of your postage receipt.
Items That Cannot Be Returned
The following items cannot be returned unless faulty:
- Consumables that have been opened or used (solder, flux, etc.)
- Software or digital products once activated or downloaded
- Items damaged by misuse or user error
- Modified items or items with broken warranty seals (unless faulty on arrival)
Late Returns
Returns requested after 60 days will be considered on a case-by-case basis. We may:
- Accept the return with a restocking fee
- Offer store credit instead of a refund
- Decline the return
Items with manufacturing faults may still be covered under warranty after 60 days. See our [Warranty Policy] for details.
Your Statutory Rights
This policy is in addition to your statutory rights under UK law.
Consumer Rights Act 2015: Products must be of satisfactory quality, fit for purpose, and as described. If goods are faulty, you may be entitled to:
- A full refund within 60 days
- A repair or replacement after 60 days
- A partial refund if repair/replacement isn’t possible
Consumer Contracts Regulations 2013: You have a legal right to cancel an online order within 14 days of delivery. We extend this to 60 days.
Your statutory rights are not affected by this policy.
Frequently Asked Questions
How long do I have to return an item? 60 days from the date you receive your order.
Do I need the original packaging? Preferred but not essential. Items must be returned in a condition that allows resale. Poor packaging may result in a reduced refund.
Can I return a gift? Yes. The refund will be issued to the original purchaser. Alternatively, we can offer store credit to the gift recipient.
When will I receive my refund? Refunds are processed within 14 days of receiving your return. It may take an additional 3-5 days for funds to appear in your account.
Do you refund shipping costs? Only if the item is faulty, damaged, or incorrectly supplied. For unwanted items, original shipping costs are not refunded.
What if I lost my order confirmation? Contact us with the email address used to place the order and we can retrieve your details.
Can I return an item bought on sale? Yes. Our full returns policy applies regardless of discounts or promotions.
What if my return gets lost in the post? Returns are your responsibility until they reach us. Always use tracked postage and keep your proof of posting. Without proof of postage, we cannot process refunds for lost returns.
Can I drop off a return in person? Please contact us to arrange this. Do not send returns without prior authorisation.
Contact Us
To start a return or ask a question:
FNIRSI Oscilloscopes Store
Email: hello@fnirsioscilloscopes.store