Returns & Refunds Policy

At Animal Technology, we want every customer to be happy with their purchase. We also want our returns process to be fair to both our customers and our business.

This policy applies to purchases made directly from the Animal Technology online store and does not affect your statutory rights.

Change of Mind – Online Purchases

If you are a UK consumer purchasing online, you normally have the right to cancel your order within 14 days of receiving the goods without giving a reason.

Please contact Animal Technology within this 14-day period if you wish to cancel. After notifying us, the goods must be returned within the applicable statutory return period.

Unless the goods are faulty, damaged on arrival or incorrectly supplied, the customer is responsible for the cost of returning unwanted goods.

We strongly recommend using a tracked and adequately insured delivery service when returning valuable equipment.

Goods should be returned with all accessories, cables, adapters and other items supplied with the product.

You may inspect the goods in the same way that you reasonably could in a shop. If the goods have been handled or used beyond what is necessary to establish their nature, characteristics and functioning, we reserve the right to make an appropriate deduction from the refund for any reduction in value, where permitted by law.

Faulty Products

If you believe your product is faulty, please contact Animal Technology before returning it. We may ask for details of the problem and, where appropriate, photographs, video, error messages or basic troubleshooting information. This can often resolve simple configuration or software issues without requiring a return.

Returned products reported as faulty may be inspected and tested so that we can establish the nature and cause of the reported problem.

Where goods do not conform to the contract, remedies will be provided in accordance with the Consumer Rights Act 2015.

Where the statutory short-term right to reject applies, customers may be entitled to reject faulty goods within 30 days.

After the short-term right to reject has expired, repair or replacement will normally be the first remedy where required by law. If a repair or replacement is unsuccessful, impossible, cannot be provided within a reasonable time or would cause significant inconvenience, the customer may have further statutory remedies.

Nothing in this policy limits those rights.

Inspection of Returned Products

All returned computer systems, consoles, components and electronic equipment may be inspected and tested before the return is processed.

Testing may include hardware diagnostics, temperature and stability testing, inspection of physical condition, connectors and internal components, and checking software or configuration where relevant to the reported problem.

Inspection allows us to distinguish a genuine product fault from issues caused by configuration, incompatible third-party equipment, accidental damage, modification or misuse.

A return being accepted for inspection does not itself constitute confirmation that the product is faulty.

No Fault Found

If a product returned as faulty is tested and no fault is found, we will contact the customer with the results.

We will not classify reasonable software configuration, customer settings, incompatible peripherals, unsupported modifications or problems caused by third-party equipment as a hardware defect where the supplied product itself is functioning correctly.

Any action subsequently taken will depend upon the circumstances of the return and the customer's statutory rights.

Customer Damage, Modification & Misuse

Animal Technology cannot accept responsibility for faults or damage caused after delivery by circumstances including, but not limited to:

accidental or physical damage; liquid damage; misuse or neglect; incorrect installation; unauthorised modification or repair; inappropriate power supplies, cables or peripherals; damage caused by third-party hardware; or operation outside reasonable intended conditions.

Where a returned product has been damaged, altered or modified by the customer, this may affect the remedies available depending upon whether that damage or modification caused or contributed to the reported problem.

Nothing in this section excludes liability for a fault that existed when the goods were supplied or otherwise removes rights provided by law.

Return Packaging

Computer equipment is vulnerable to damage during transport.

Customers returning goods are responsible for packaging them appropriately and securely. Wherever reasonably possible, please use the original protective packaging.

Do not return a computer, console or component loose inside a box.

If a customer arranges the return carriage themselves, we strongly recommend an insured and tracked service appropriate to the value of the goods.

Items Damaged During Delivery to You

Please inspect your order as soon as reasonably possible after delivery.

If a parcel arrives visibly damaged, or the product inside appears to have suffered transit damage, please contact Animal Technology as soon as possible and retain the product, packaging and shipping materials. Photographs of the parcel, packaging, shipping label and damage may be requested so that we can investigate the matter with the carrier.

Where Animal Technology arranged the original delivery, we will deal with the carrier as necessary. Your statutory rights remain unaffected.

Missing or Incorrect Items

Please contact us promptly if an item is missing from your order or you have received an incorrect product. We will investigate and arrange an appropriate solution.

Refunds

Where a refund is due, we may withhold the refund until the returned goods have been received or the customer has supplied appropriate evidence that they have been returned, where permitted by law.

Approved refunds will be made to the original payment method unless otherwise agreed.

For qualifying cancelled online orders, the original standard delivery charge will also be refunded where required by law. Additional costs resulting from the customer choosing an enhanced or more expensive delivery service do not have to be refunded beyond the standard delivery amount.

Once a refund has been issued by Animal Technology, the time taken for it to appear in your account may depend upon your bank or payment provider.

Before Returning Anything

Please contact Animal Technology before sending equipment back to us.

Providing your order details and a description of the issue allows us to identify the return correctly and provide the appropriate instructions.

Please do not send goods to an address obtained from an old parcel, invoice or third-party source without first confirming the correct return details with us.

Your Statutory Rights

This policy is intended to explain our returns procedure clearly and fairly. It does not exclude, restrict or replace any rights or remedies that consumers have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

There are several protections for you deliberately built into that wording. In particular, a customer saying “it's faulty” doesn't mean you automatically accept that diagnosis — you've expressly reserved the ability to inspect and test it. We've also separated genuine defects from customer damage, modification, incompatible equipment and configuration issues.

For change-of-mind returns, the wording about reduced value is important: government guidance specifically says traders can reduce a refund where goods show use beyond the handling necessary to determine whether they're as expected. It also permits withholding the refund until the goods, or appropriate evidence of their return, have been received.

I've not put in that customers must pursue the Post Office/courier themselves for delivery damage. When you arrange the outbound courier, risk generally remains with the trader until delivery, so that clause could hurt rather than protect you.

This is a practical policy draft, not a substitute for a solicitor reviewing your particular business arrangements. The CMA also stresses that consumer terms must be fair and transparent.