Cable Locators and Survey Returns Policy

Our Commitment to Satisfaction

At Cable Locators and Survey, we aim for your complete satisfaction with your purchase. If you need to return an item, you can rest assured that you are covered by our 28 Day Returns Guarantee, subject to the terms outlined below.

Arranging Returns

To arrange the return of an item for a refund or exchange, please email us at [email protected] with your order details and reason for return.

To progress your return, you will be asked to complete our Customer Returns Form, which we will provide. Please complete this form and enclose it with your returned item(s). If you do not have access to a printer, please e-mail the completed form back to [email protected].

Return Policy and Refund Process

Eligibility for Returns & Refunds:

To be eligible for a return or refund, please note that the following points must apply:

Timeframe: Unwanted items must be returned within 28 days from the date you receive them.
Condition of Goods: Goods must be returned unused, undamaged, unmarked, and in a fully resalable condition with original packaging intact.
Completeness: Accessories included with the original order must be returned with the goods.
Notification: You must notify us by emailing [email protected] within 28 days of receipt if there are any issues that may require a return and/or refund for unwanted items. For faulty items, please notify us immediately.

Conditions for Returns:

Packaging: The customer is responsible for any damage incurred due to inadequate packaging during the return process.
Late or Non-Resalable Returns: Returns made after 28 days or items not in a fully resalable condition (as outlined above) may be subject to refusal or a 25% restocking fee, at our discretion.
Proof of Postage: Keep your proof of postage until we confirm receipt of your returned items. We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for goods lost in transit.
Return Costs: The cost of returning non-faulty items, including shipping and handling, is the responsibility of the customer.
Original Postage: The original postage cost will not be refunded for non-faulty items.

Refund Processing:

Upon receipt, the item will be inspected to verify its condition.
Refunds will be processed to the original payment method within 5 working days of receiving and approving the returned goods.

Exceptions to Standard Returns:

The following items are generally non-refundable or subject to specific return conditions:

Software Products: Software products (digital license keys or physical software that has been opened, activated, or registered) are non-refundable once payment is received/order processed.
Personalised Items: Such as personalised calibration certificates (if applicable).
Special Product Orders: Items not usually stocked and ordered specifically for you.
Made-to-Order Items: Modifications, factory-fitted, or optional items on 'made to order' instruments.
Opened Consumables: Books, DVDs, or CDs that have been opened.
Activated Plans: Product care plans that have been opened, activated, or registered.

Faulty Items:

If you believe your item is faulty, please notify us immediately by emailing [email protected]. Returns of faulty items are subject to our approval and must be sent back at the buyer's expense initially. Upon receipt, the item will be inspected to verify its condition. If the item is found to be faulty and free of physical damage (not caused by misuse or inadequate return packaging), a full refund (including reasonable, pre-agreed return postage costs) or a replacement will be issued.

Seller's Rights:

We reserve the right to replace, repair, or issue a refund for the purchase price of any returned items. In cases where the returned items do not align with our return policy (e.g., are damaged, used beyond inspection, or fall under an exception), refunds may not be honored, or a restocking fee may apply at our discretion.

Used or Refurbished Stock:

Returns of used or refurbished items are not eligible for refunds. Instead, we provide support through repair or replacement services. Please contact us by emailing [email protected] for assistance with any issues regarding used or refurbished products.

This policy ensures a fair and transparent process for handling returns and refunds, prioritizing customer satisfaction while maintaining the integrity of our products. Please refer to our full Terms and Conditions for further details.