Returns, Refunds & Warranty
Whilst we strive to ensure that we deliver high quality fully functioning goods to you first time, things do occasionally go wrong. In these cases we aim to resolve any issues as quickly as we can. To help us do this we ask that you follow the procedures below.
Although we will replace or repair most items we have a couple of exclusions that aim to minimise any abuse of our goodwill and allow us to keep our prices as low as possible for the benefit of all our customers as follows;
Electrical Damage: We cannot accept responsibility or return of goods incorrectly wired or incorrectly connected to a power supply. Please always consult a qualified Electrician if in any doubt.
Lamps, Tubes and Bulbs: All light fittings that are sold complete with lamps, tubes or bulbs are sold on the basis that the Lamps/Tubes/Bulbs are supplied free of charge with the fitting and are therefore excluded from warranty or damaged on delivery replacement. Lamps/Tubes/Bulbs supplied separately are also excluded from our policy as we regularly see bulbs that have been blown by connecting to 24V instead of 12V or due to over voltage situations often from alternators. Due to the very delicate nature of these products we are unable to supply replacements free of charge.
If you have changed your mind and wish to return goods for a refund that are not damaged or faulty you must contact us by phone or email within 14 days of the original delivery date to request a Returns Authorisation Number (RAN) and follow the Returns Process detailed below. Please be aware that you will be responsible for the cost of returning the goods to us in saleable condition. Please also be aware that we will only refund carriage at the cheapest rate irrespective of the method you chose. We resrve the right to reduce the amount of refund if the goods appear used. Please see follow our returns process below
Goods Damaged on arrival
If your goods are damaged when they arrive you must inform us by email within 48 hours of the original delivery date stating that goods were damaged on arrival.
If you do not inform us within 48 hours you accept that you are responsible for all item and carriage costs in rectifying any damage however caused. Once we receive your notification we may ask for more details of the damage so that we can verify goods were damaged in transit. For example screw driver scratches on housings or disassembled items rarely happen in the post.
As soon as we can authorise that you have received goods damaged in transit, we will despatch a replacement item or part to you and may also request that you return the damaged item to us at our expense.
Goods Faulty on arrival
If your item has no physical damage but does not operate as intended when used or fitted, please inform us by email with 7 days of the original delivery date. It is your responsibility to check that items function as intended within 7 days. If you contact us after 7 days we will treat it as a Warranty Claim.
If we believe your item is working correctly, but does not do what you expect we will process your enquiry as per our Non-Faulty goods return policy.
As soon as we can confirm that you have received faulty goods we will despatch a replacement item or part to you at our expense and may also request that you return the damaged item to us at our expense.
If an item that you have purchased from us stops working as intended within 12 months of the date on your invoice, please contact us by email to tell us the nature of the problem and request a returns number (RAN). We may ask for additional information to confirm the nature of the problem. We will then either issue a replacement refund or credit depending on repairability and stock availability. Please note however that you are responsible for the cost of returning any warranty claim items back to us and for the cost of delivery of their replacement.
Contact us by email to let us know what you want to return and why
As we need a written record of your request you cannot request a return by phone, although you can use fax or post if you don't have access to email
We will email you a Returns Authorisation Number (RAN)
Do not send back any goods without this number as our warehouse will not know what to do with them, they may not be linked to your original purchase and it will make it much slower for us to try and process any refund that may be due.
Ensure the item is in saleable as new condition
Check that the item and all of its original packaging are as delivered. If this is not the case, please see our Faulty Goods return information
Post or courier your items back to us
Please package the item securely using bubble wrap or other packaging to ensure its safe return. You must ensure that your RAN is clearly visible both on the outside and inside of your parcel. You are responsible for the cost of the return and for the safety of your items until they reach us safely. We strongly advise that you use a recorded or tracked service so that should items go missing you are able to locate them. If items are lost or damaged in return transit, we can accept no responsibility.
Please post your items to
(Returns Authorisation Number)
Index Marine Equipment Ltd
1A Wyncombe Road
Check that your items have arrived safely
If you want to you can log into your account to see if your items have been received and checked in against you account. Our refund process starts from the earlier of either your account showing items covered by your RAN number have been returned, or our signature for receipt of your parcel when you have used a signed for delivery service.
Receiving a refund
We aim to process any refund due back onto the credit card that you paid with, within 48 hours of your RAN numbered item receipt being booked into our system.