Refund Policy

Effective Date: 22 August 2025
Company Name: ALEX AV LTD
Company Number: 15557701
Registered Office: 39 Belle Vue Road, Earl Shilton, Leicester, Leicestershire, United Kingdom, LE9 7PA
Email: alex@alexav.co.uk
Phone: +44 7737 569463

1. Consumer Rights Under UK Law

As a consumer, you have legal rights regarding the purchase of goods and services, and we want to make sure you're informed of these rights:

Right to cancel: Under the Consumer Contracts Regulations (2013), you have the right to cancel your order within 14 days of receiving the goods.
Right to a refund: If you cancel your order within the 14-day period, you are entitled to a full refund.
Goods that are faulty or not as described: If your product is faulty or does not meet the description provided, you are entitled to a full refund, repair, or replacement.

2. Returns and Refunds Process

14-Day Cooling-Off Period

Eligibility: You can return products within 14 days of delivery for any reason, provided the goods are unused, in their original packaging, and in a resalable condition.
How to return: To initiate a return, please contact us at alex@alexav.co.uk or +44 7737 569463 within the 14-day period to request a return authorization.
Return shipping: You will be responsible for the cost of return shipping unless the product was faulty or damaged upon delivery.

Faulty or Damaged Goods

If you receive faulty or damaged goods, you have the right to request a replacement, repair, or full refund under the Consumer Rights Act 2015.
In the event of faulty or damaged products, please contact us within 30 days of receiving the goods at alex@alexav.co.uk or +44 7737 569463. We may arrange for a collection of the goods at our cost.
If the goods are found to be faulty after the 30-day period, you are entitled to a repair, replacement, or partial refund, depending on the circumstances.

3. Refunds Process

Timing: We will process your refund within 14 days of receiving the returned goods or, if earlier, the day you provide proof of return.
Method of Refund: Refunds will be issued to the original payment method used for the order (e.g., credit/debit card, PayPal, etc.).
Restocking Fees: In some cases, we may charge a restocking fee if the item has been opened, used, or is returned without original packaging. The exact fee will be determined on a case-by-case basis.
Non-refundable Items: The following items are non-refundable unless faulty:
- Bespoke or custom-made products
- Items that have been opened, used, or damaged by the customer

4. Exemptions from the Right to Cancel

You do not have the right to cancel or return the following types of goods:

Goods that have been sealed for health and hygiene reasons if the seal has been broken (e.g., earphones, microphones).
Goods that are custom-made or personalised to your specifications.
Services that have been fully performed with your express consent before the 14-day cancellation period has expired.

5. How to Contact Us

If you need to request a return or refund, or if you have any questions about this Refund Policy, please contact us at:

ALEX AV LTD, 39 Belle Vue Road, Earl Shilton, Leicester, Leicestershire, United Kingdom, LE9 7PA
Email: alex@alexav.co.uk
Phone: +44 7737 569463

6. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on our website, and the updated policy will apply to all orders placed after the date of the change.

This Refund Policy is designed to comply with UK law, specifically the Consumer Contracts Regulations (2013) and the Consumer Rights Act 2015. It provides clear guidance on how consumers can exercise their rights to cancel, return, and receive refunds.

Let me know if you'd like any additional details or adjustments!