Refund, Returns & Cancellation Policy

Last updated: September 2026

This Refund, Returns & Cancellation Policy applies to consumer purchases made directly from us through our website.

Nothing in this policy limits or excludes any mandatory consumer rights that apply to you under the laws applicable to your purchase.

1. Cancellation before shipment

You may contact us to request cancellation of your order before it has been dispatched.

If we are able to cancel the order before dispatch, we will refund the amount paid using the original payment method.

If your order has already been prepared for production or shipment, cancellation may no longer be possible, to the extent permitted by applicable law.

This does not affect any statutory right of withdrawal or other mandatory consumer right that applies to your purchase.

2. Statutory right of withdrawal

If you are a consumer purchasing online, you may have a statutory right to withdraw from your purchase without giving a reason.

The applicable withdrawal period and conditions depend on the laws applicable to your purchase.

For example, under EU consumer law, consumers generally have **14 days to withdraw from an online purchase of goods**, subject to applicable exceptions.

Where a statutory right of withdrawal applies, we will respect that right.

3. Products installed in the customer's home

The Blue 10XE, Blue 21XE and Loopz may be installed in the customer's home after delivery.

We do not provide installation or removal services. Installation and removal are the responsibility of the customer or an independent installer engaged by the customer.

Installing a product does not, by itself, cancel a statutory right of withdrawal.

If you wish to exercise a statutory right of withdrawal after the product has been installed, please contact us before arranging its removal. We will provide instructions for returning the product.

We are not responsible for installation, removal, disconnection, reinstallation or damage caused by installation or removal where these activities are performed by the customer or an independent installer, except where applicable law requires otherwise.

Where permitted by applicable law, a reduction in the value of a returned product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning may be deducted from the refund.

4. Returning a product

If you validly exercise a statutory right of withdrawal, you must return the product within the period required by applicable law.

We will provide return instructions appropriate to the product and destination.

For large or heavy products, return arrangements may differ from those for ordinary parcel shipments.

The customer must take reasonable care of the product while it is in their possession.

Where applicable law permits us to require the customer to pay the direct cost of returning the product, those costs will be borne by the customer, provided that the required information was supplied before purchase.

5. Faulty, damaged or incorrectly supplied products

This policy does not replace your statutory rights if a product:

• is defective;
• is damaged before delivery;
• does not correspond to the product ordered;
• is not as described;
• is not fit for its intended purpose;
• or otherwise fails to meet applicable statutory consumer requirements.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction, refund, cancellation or another remedy.

If you believe that your product is defective or does not conform to the purchase agreement, please contact us.

We may ask for photographs, videos, serial numbers or other information to help us assess the issue.

Where we are legally responsible for the defect or non-conformity, we will provide the remedy required by applicable law.

Where applicable law requires us to bear reasonable costs associated with the return, removal or replacement of a defective or non-conforming product, we will do so.

6. Transport damage

If your product arrives damaged, please contact us as soon as reasonably possible.

Where possible, please provide photographs of:

• the outer packaging;
• any visible damage to the packaging;
• the product;
• and the shipping label.

We will investigate the issue with the carrier and arrange an appropriate solution.

Your statutory consumer rights are not affected by the fact that the product was transported by a third-party carrier.

Please also refer to our **Shipping & Delivery Policy**.

7. Refunds

Where you are entitled to a refund, we will refund the amount required under applicable law.

Unless applicable law requires otherwise, refunds will be made using the **same payment method used for the original purchase**.

Where a statutory withdrawal right applies, we will reimburse the amounts required by applicable law, including applicable standard delivery costs.

Where permitted by applicable law, additional costs resulting from the customer's choice of a more expensive delivery method than the least expensive standard delivery option do not have to be reimbursed.

Where applicable law permits a deduction for diminished value of the product, this may be deducted from the refund.

8. Return and removal costs

The responsibility for return, collection and removal costs depends on the reason for the return and the applicable law.

Change of mind

Where a consumer exercises a statutory right of withdrawal, the consumer is generally responsible for the direct cost of returning the goods where applicable law permits this and where we informed the consumer of this obligation before purchase.

For products that cannot reasonably be returned by ordinary parcel post, we will provide the applicable return arrangements and any information required by applicable law.

Installation and removal costs incurred by the customer or an independent installer are not costs of services provided by us.

Defective or non-conforming product

If a product is defective or does not conform to the purchase agreement, we will bear the costs that we are legally required to bear for the applicable remedy.

This may include reasonable return, collection or removal costs where required by applicable law.

9. Refund timing

We will process refunds within the period required by applicable law.

Where a statutory right of withdrawal applies, we may, where legally permitted, wait until we have received the returned product or the customer has provided evidence that the product has been returned.

The time for the refund to appear in the customer's account may additionally depend on the payment provider or bank.

10. Exchanges and replacements

Where permitted by law, we may offer a replacement or exchange instead of a refund.

Where applicable consumer law gives you the right to a particular remedy, we will respect that right.

A commercial replacement or exchange does not replace statutory consumer remedies.

11. International customers

We sell our products internationally, and consumer protection laws vary between countries.

This policy is intended to apply internationally while respecting the mandatory consumer protection laws applicable to each purchase.

Where mandatory consumer protection legislation in your country provides rights that differ from or are more favourable than this policy, those mandatory rights will apply.

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded, restricted or waived.

12. Relationship with our Warranty Policy

Our Warranty Policy describes the additional warranty we provide for our products.

This warranty is in addition to, and does not replace, your statutory consumer rights.

A warranty claim and a statutory withdrawal request are separate matters.

If you simply change your mind about your purchase, the applicable withdrawal and return provisions apply.

If the product is defective or does not conform to the purchase agreement, the applicable statutory consumer remedies and our Warranty Policy apply as relevant.

13. How to request a cancellation, return or refund

Please contact us using the contact details published on our website.

Please include, where available:

• your order number;
• the name used for the order;
• the product concerned;
• the reason for your request;
• photographs or videos if the request concerns damage or a defect; 
• and whether the product has already been installed.

We will then provide the appropriate next steps.

14. Contact

For questions regarding cancellations, returns, refunds or consumer rights, please contact us through the contact details provided on our website.

We will handle each request in accordance with this policy, our Terms & Conditions, Shipping & Delivery Policy, Warranty Policy and the mandatory consumer protection laws applicable to your purchase.