Returns & Refunds Policy

How to return a product to us, when you’re entitled to a refund, and what to do if something arrives damaged or faulty.

Introduction

We understand that a product you’ve bought from us might not be quite what you expected or, occasionally, may not work the way it should. This policy sets out how to return a product to us where you’re eligible to, and how to request a refund. If you’re past the return window below and are still unhappy with your purchase, please contact us anyway — we’ll always do what we can to help.

This policy does not affect any statutory rights you already have under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Purchases made by a business under an accepted quotation or agreed account terms are governed by those terms and our Terms & Conditions — see “Business orders” below for how returns work in that case.

Are you buying as a consumer or for your business?

The great majority of orders placed with us are business and public sector purchases — schools, councils, the NHS, and corporate customers buying for their organisation. UK consumer law (including the 14-day cancellation right below) is written specifically to protect individuals buying for their own personal use, and by law doesn’t extend to a purchase made for, or on behalf of, a business or organisation. So which section of this policy applies to you depends on how you’re buying:

• Buying for personal use, as an individual — the “Your right to cancel” and “Faulty or not as described” sections below are your statutory rights, and apply in full.
• Buying for your business, school, council or other organisation — see “Business orders” below instead. The 14-day statutory cancellation right doesn’t apply, though we’ve set out how we handle returns and faults for business orders in practice.

Your right to cancel (change of mind) — consumers

If you’re a consumer, you have a legal right to cancel most online orders within 14 days of delivery, without giving a reason, under the Consumer Contracts Regulations 2013. To do this, contact us within that 14-day window by phone or email (details below) to let us know, then return the item to us within a further 14 days. We’ll refund the product price, including standard delivery, within 14 days of receiving the returned item or evidence you’ve sent it back, whichever is earlier.

Faulty or not as described — consumers

If your purchase is faulty or doesn’t work the way it should, you have a 30-day refund window from delivery under your short-term right to reject faulty goods (Consumer Rights Act 2015). Contact us as soon as possible by calling 0845 095 3600 or emailing info@efficient-is.co.uk to arrange a return and refund or replacement.

Business orders

If you’re buying for your business, school, council or other organisation, the statutory cancellation and short-term rejection rights above don’t apply to your order as a matter of law — they exist specifically for individual consumers. That doesn’t mean you’re left without options:

• Changed your mind? Get in touch and we’ll do what we reasonably can — we’ll typically accept a return within 14 days of delivery by agreement, on the same “Return conditions” below, though this is at our discretion rather than a guaranteed right, and a reasonable restocking fee may apply.
• Faulty or not as described? The Sale of Goods Act 1979’s implied terms — that goods are of satisfactory quality, fit for purpose and as described — apply to business purchases too. If something’s wrong with your order, contact us and we’ll repair, replace or refund it, in line with the manufacturer’s warranty and our Terms & Conditions (see Clause 12).
• Bought under a quotation or account terms? Any specific terms agreed in your quotation or accepted order take priority over this policy.

Return conditions

Refunds and exchanges are granted where the following is met:

• You contact us as soon as possible so we can talk you through the return process and confirm the best way to send your item back.
• You send your product to us within 14 days of telling us you’d like to return it (or, for a faulty item, within a reasonable time of us confirming the return).
• The item is returned complete, with all accessories, manuals and documentation, in its original manufacturer packaging wherever possible. When opening a box — even if you don’t yet intend to return the item — please open it carefully and keep the packaging, in case a return turns out to be needed. Items that arrive back with us damaged or incomplete, other than through a fault we’re responsible for, may have their refund reduced or declined.

How to initiate a return

Contact us as soon as you decide you’d like to return an item. Our team will talk you through the process and how to send the product back to us.

Call 0845 095 3600 or email info@efficient-is.co.uk.

What we can’t accept

To avoid your return being rejected, please follow the steps above when initiating one. Some items and situations we’re unable to accept a return for:

• Products made or configured to your specific order (custom-cut screens, bespoke installations, or anything built to a customer’s specification).
• Software, licences, or content management/CMS access once activated.
• Opened and visibly used products, unless faulty.

If a return is rejected, or arrives back with us in an unsatisfactory state, we won’t be able to refund it, and in the case of damage caused after delivery we may need to return the item to you at your cost.

Refunds

Once we’ve received and inspected your return, we’ll email you to confirm it’s passed our checks and that a refund has been issued. Refunds are typically returned to your original payment method within 30 days of the return being accepted, though the exact timing can depend on your bank. If anything goes wrong with a refund reaching you, let us know and we’ll do what we can to resolve it.

The cost of returning a product to us is payable by you, other than where the item is faulty or was sent in error. Only full-priced items are eligible for a refund under this change-of-mind policy — sale or clearance items are excluded, unless faulty.

Damaged goods

If your delivery arrives damaged, please contact us within 24 hours of receiving it so we can resolve this quickly, arrange collection and issue a replacement or refund. The same applies if you suspect a product is faulty — the sooner you let us know, the sooner we can sort it. We’ll arrange for a courier to collect the item; once we’ve received and inspected it, we’ll issue a full refund or exchange.

Exchanges

Where a product is faulty or damaged, we’re happy to exchange it for the same or a similar item. If the replacement costs more, you’ll be asked to pay the difference; if it costs less, we’ll refund the difference to you.

Warranties

Product warranties are set individually by each manufacturer. Please check the warranty terms for your specific product at the time of purchase, and whether the manufacturer requires you to register it on their own website. If a product develops a fault within its warranty period, contact us and we’ll advise on the best next step, whether that’s through us or directly with the manufacturer.

Questions?

If you have any questions about this returns and refunds policy, our team is happy to help.

T: 0845 095 3600
E: info@efficient-is.co.uk

See our Delivery Information for despatch timescales, and our Terms & Conditions for the full terms that apply to every order.