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There could be instances where the products you order from ECPROF.com turns out to be defective, not compatible, or simply you ordered the wrong item. Whatever the case, we are here to sort this out for you. However, we will need your cooperation in following the returns policy to provide an expedited solution for an exchange or a refund.
Please note that in order to get your return approved you must contact us within 14 days of receipt of goods. Software, Licenses, digital goods, and Gift cards excluded.
Please email us at customerservice@ecprof.com for RMA.
Your email subject should be “RMA Request – Order # ******”.
Your email body should clearly state the reason for the return, and if you would like a replacement or refund. If the product is faulty or not what you ordered please share the pictures in which the fault can be seen clearly.
Our RMA department will get back to you within 48 hrs against.
Please note that RMA numbers are valid for 10 days from the date of issuance, so we must receive the product back within 10 days from the date of RMA # issuance.
Once an RMA has approved, it will be your responsibility to ship the product if ECPROF is not at fault.
Restocking fee will be applicable on orders in the below scenarios:
For Consumers, if you have changed your mind (Cooling-off Period): Whilst we understand that people make mistakes when ordering products, the CCR state that we are entitled to charge for any diminished value. Whilst the regulations are extremely vague, we use the following guidelines which we believe are fair.
The shipping cost will not be refunded, and the product must be returned at your expense for the shipping.
If the product is sealed and unused, we will issue a full refund for the product.
For opened packaging, damaged internal packaging, torn bags, creased manuals, damaged product packaging, soiled products with finger marks, grease fiber, hair, or dust, Refund will be reduced by the greater £10 or 10% of the value of the goods.
Refund will be refused in these scenarios: Soiled products with food, paint, chocolate, damaged products with scratches/dents/broken parts, consumables and static sensitive devices which are opened box, broken manufacturer seals
For used products refund will be reduced by up to 90% of the goods value.
Note: points 1 to 5 are applicable only to unwanted / cooling-off period returns for consumers only.
(Cooling-off Period):
If you have ordered products from us and decided that you no longer require them, then please contact us by email, including your order number stating your reason for return. This must be done within 2 days of receipt of the goods. We exclude returns for used products and some electronic goods that can or do contain data and software or products with audio or video recordings, some items of clothing, and any bespoke goods or goods ordered specifically for your order. If we decide to issue a returns number the Goods must be returned at your expense and liability within 5 days after receipt. You will be charged a 15% restocking fee or £10 whichever is greater, for unopened goods and up to 100% for opened goods.
If your goods do not work upon receipt then please inform us by email, including your order number, we will either arrange to replace, repair or refund your order at our expense. You must notify us within 7 days of receipt of the goods.
Note: Sometimes you may be asked to consult the manufacturers’ technical support to verify the fault.
If your goods are visibly damaged upon receipt, then do not accept the goods. If you do accept the goods then please sign the courier's receipt as received damaged. You must inform us about Damaged in Transit within 48hrs receipt.
Please return the entire content of the product including the manufacturer box, outer and inner packaging. It must be packed the same way you have received it. Do not write on the manufacturers packaging.
When we issue credit (for refunds), it may take up to 7 working days for it to show on your banking records. In some cases, it may take longer than 5 days.
If for any reason, the product has damaged or burnt during the installation process, ECPROF will not be liable for any damage, and the customer is solely responsible for it.
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