Returns & Refund Policy
At BOT5 Limited (“BOT5”, “we”, “us”, “our”), we strive to provide good value quality products for our customers. Despite our best endeavours we recognise that there may be occasion where items we delivered may be faulty or do not quite meet your expectations. Whatever the circumstance we will always look to resolve any issue but from time to time there may be the need to return and / or issue refunds for the products we supplied. This Returns and Refunds Policy sets out the conditions we will accept returns and how we process returns and issue refunds.
Cancellations, Returns and Refunds
Cancellation must be notified to us in writing (email, fax or letter) quoting your name, contact details and reason for cancellation. If a return is required we will contact you and issue a RMA (Returns Merchandise Authorisation) number and discuss the returns procedure.
If your purchase was made via the Amazon Market Place, then you can print a return label and RMA number via your Amazon account.
If your item isn’t working properly, please check the product manual (which arrived with the item). You can usually find troubleshooting and "getting started" information there. If you need additional assistance or you need warranty information, please contact the product’s manufacturer directly.
If you can’t resolve the problem after contacting the manufacturer, contact us about receiving a replacement or returning your item for a refund.
Returns and Refunds: Damaged/Error/Defective
Under the following conditions full refunds will be processed immediately on notification.
- Item received in error. Notification must be within 72 hours of delivery.
- Item received damaged. Notification must be within 72 hours of delivery.
- Item is defective. Notification within 6 months of delivery.
We will offer to arrange return of the item(s). If you choose to arrange your own return we’ll refund your return postage costs up to a maximum value as agreed.
If you arrange your own return it is your responsibility to ensure that the item(s) are returned in good condition. The item(s) must be returned within 14 days from notification. For your protection, we recommend that you use a recorded-delivery service if the value is more than £50.
We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.
The 7-day "cooling off" period
By law, customers located in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered (Distant Selling Regulations). This rule does not apply for the purchase of video, DVD, audio, video games and software products where the item has been unsealed.
Where you’re withdrawing from your purchase within the seven working day cooling-off period, and there’s been no error on our part, we’ll immediately on notice of your cancellation refund the full cost of the item and the standard cost of sending the item to you as follows:
- where you’re returning an item that was part of a larger order, we’ll refund the full cost of the item and the per-item charge for delivery that you incurred
- where you’re returning an entire order, we’ll refund the full cost of the items and the full standard delivery charge. The additional cost for requested expedited delivery or timed deliveries may not be refunded.
- where we collect an item from you or arrange the return on your behalf, the costs incurred by us in returning the item(s) will be deducted from your refund.
We won’t refund your costs in returning the item to us and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part and / or because it is defective or damaged.
The 30 day return policy:
In the unlikely event that you are dissatisfied with your purchase we offer a 30 day return policy.
If you are withdrawing from your purchase between seven and 30 days after delivery and there’s been no error on our part and the item(s) are not defective, we’ll refund only the cost of the item(s). We won’t refund the cost of delivery or other services provided to you in connection with your purchase.
If we arrange the return of the item(s) on your behalf, we’ll deduct the return costs from your overall refund.
If you arrange your own return it is your responsibility to ensure that the item(s) are returned in good condition. For your protection, we recommend that you use a recorded-delivery service if the value is more than £50.
Note: Item(s) returned must be in its original condition, with all packaging materials, manuals, and accessories intact. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements. Please note that some items can not be sold as new once opened and we may withhold from refund the difference in value from the original price sold. The refund value will be agreed prior to return authorisation.
The refund will be processed within 3-5 working days on receipt of the returned item(s).
How and when will I be refunded?
Most refunds are issued on the payment method used at the time of purchase. You will still need to return your items within 14 days. If we do not receive the item(s) after 14 days, we may charge the payment method that was used to place the initial order for the amount that you received for the refund.
My Payment Card has changed/expired. How do I get a refund?
We are required to process all refunds to the original payment method used when you placed your order, or paid for a subscription. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.