Overview

At Control Online we always aim to ensure that our customers are satisfied with every order they place with us. We do however realise that sometimes you may change your mind on what you have ordered, or on rare occasions items may be damaged in transit or be faulty. Please see below what steps you need to take if any of these issues occur.

Item(s) Not Required

If you decide that you no longer require the goods once they have arrived, we are happy to help. Please send an email to sales@control-online.co.uk asking for a Returns Form which we will send back to you for completion. Send the completed form along with the unwanted goods back to the return address. We recommend that when returning goods, you use a recorded delivery service, the cost of which must be covered by yourself. You must also ensure all items are in an as new, re-saleable condition, are packaged securely and in their original packaging where applicable. You must return any component parts and promotional items that were received with the goods. A Returns Form must be included, as failure to do so may result in a delay in your refund.

As soon as the goods are received and checked we will begin processing your refund. You must send the goods back to us within 14 days of receiving them.

Incorrect / Damaged Goods

Please check your order carefully upon receipt. If you do not receive your goods as ordered, please contact us either by email or by phone. We try very hard to ensure that you receive your order in pristine condition but in the unlikely event that the product arrives damaged, please contact Control Online immediately. These cases will be given special priority and you can expect to receive a replacement as soon as possible. You must inform us of any shortages, incorrect items or damages to items within 2 days of receiving them in order for us to guarantee being able to prove the damage occurred during picking or transit. We will require images of any goods reported to be damaged. This must include the carriers consignment label.

We strictly require clear and legible images of the carriers consignment label for any incorrect/damaged goods in order to process the replacement.

Faulty Goods

In the unlikely event that your purchase is faulty, please contact us as soon as possible by email at sales@control-online.co.uk or by phone. We will endeavour to help you as quickly as we can with a replacement or in the case of some high value items, put you in touch with the manufacturer.

Terms & Conditions

You must contact us and be in receipt of a valid Returns Authorisation Code (RAC) before returning any items to us. Any product without an RAC number will not be refunded. All goods returned must be securely packed and, unless we arrange collection, consigned to us carriage paid. If we arrange collection we reserve the right to make a handling charge. The issue of our RAC will not bind us to issue any credit in respect of the goods.

If when you receive your product(s), you are not completely satisfied you may return the items to us, within fourteen days for exchange or refund. Returns will take approximately 5 working days to process once the goods have arrived.

Items must be in their original packaging, with boxes, packaging materials, manuals, blank warranty cards and all accessories and documents as provided by the manufacturer. If our labels are removed from the product – the warranty becomes void. We strongly recommend that you fully insure your package that you are returning. We suggest the use of a carrier that can provide you with a proof of delivery. Control Online  will not be held responsible for items lost or damaged in transit. All shipping of returns to Control Online  must be paid for by the customer. We are unable to refund your own postal fees. Any product returned found not to be defective can be refunded within the time stated above and will be subject to a restocking fee in order to cover our administration costs. Goods found to be tampered with by the customer will not be replaced but can be returned at the customer’s expense. If you are returning items for exchange please be aware that a secondary charge may apply. Control Online  reserves the right to charge a handling fee for any goods returned not required.

Bespoke items are purchased on a non-returnable basis, this includes but is not limited to cable cut to a specific size and LED tape. Discounted or end of line products may only be returned in special circumstances and no replacements will be offered.

Upon receipt of your return please allow us two weeks to perform quality checks and process your refund.

Need help?

Contact us for questions related to refunds and returns.