Refund & Returns Policy – SpectrumTek
Last Updated: 25 January 2026
Thank you for choosing Spectrumtek, the UK's leading specialist supplier of professional LED light bars, work lights, spotlights, controllers, and lighting accessories serving customers throughout the United Kingdom and European Union.
We want you to shop with complete confidence. This comprehensive Refund & Returns Policy explains your legal rights, our return procedures, refund timescales, and what to expect when purchasing from Spectrumtek. We are committed to fair, transparent returns processes that comply with UK and EU consumer protection law.
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1. Your Legal Right to Cancel (UK & EU Distance Selling Rights)
UK and EU Consumer Cancellation Rights
If you are a consumer purchasing goods online in the United Kingdom or European Union, you have a legal right to cancel your order within 14 days of receiving your goods, without giving any reason. This is known as the "cooling-off period" and is provided under:
UK Legislation:
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Part of your statutory consumer rights
EU Legislation:
• EU Consumer Rights Directive 2011/83/EU
• Applies across all EU member states
This right applies to "distance contracts" – purchases made online, by phone, or by mail order where you haven't seen the physical product before buying.
How to Exercise Your 14-Day Cancellation Right
Step 1: Notify Us of Cancellation
• Deadline: Within 14 calendar days of receiving the goods
• Method: Email us at info@spectrumtek.co.uk with "Cancellation of Order" in the subject line
• Include: Order number, item(s) you're cancelling, delivery date
Step 2: Return the Goods
• Deadline: Within 14 calendar days of notifying us of your cancellation
• Condition: Goods must be unused, in original condition, with all original packaging and components
• Your responsibility: You are responsible for return shipping costs for change-of-mind cancellations
• Our recommendation: Use tracked, insured shipping service
Step 3: Receive Your Refund
• Time frame: Within 14 calendar days of us receiving the returned goods in acceptable condition
• Method: Refund to your original payment method
• What's included: Full product price plus standard delivery charges (if you paid them)
Important Notes About Cancellation Rights
Your rights are protected:
• This cancellation right is in addition to your rights for faulty or misdescribed goods
• Nothing in our policy reduces your statutory consumer rights
• You can cancel for any reason or no reason at all
Goods must be returnable:
• You can examine goods as you would in a shop, but not use or install them
• Goods must be in original, resaleable condition
• If goods show signs of use beyond simple inspection, we may reduce your refund to reflect diminished value
Return shipping:
• You pay return postage for change-of-mind cancellations (consumer distance selling regulations)
• We recommend insured, tracked shipping – you bear risk of loss or damage during return transit
• We provide return postage for faulty, damaged, or incorrect items
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2. Eligibility Criteria for Returns
To qualify for a full refund under our returns policy, returned items must meet the following conditions:
✅ Product Condition Requirements
Unused and Uninstalled:
• Item must be in the exact condition you received it
• No signs of installation, mounting, or fitting attempted
• No electrical connections made
• No drilling, cutting, or modification of mounting brackets
• No evidence of testing beyond basic visual inspection
• LED chips and lenses completely clean and undamaged
Original Packaging Intact:
• Item must be in manufacturer's original packaging
• All boxes, cartons, and protective materials included
• Packaging undamaged and suitable for resale
• All protective films, stickers, and seals intact
• No writing, labels, or markings on original packaging
Complete with All Components:
• All mounting brackets and hardware (bolts, nuts, washers)
• All connectors, cables, and wiring components (if included)
• User manuals and documentation
• Warranty cards and registration information
• All accessories and bonus items
• Nothing missing from original package contents
Free from Damage:
• No physical damage to housing, lens, or brackets
• No scratches, dents, or impact marks
• No water ingress or moisture inside unit
• No bent or damaged mounting hardware
• No broken seals on waterproof products
• No signs of attempted repair or modification
❌ Items Not Meeting Eligibility Criteria
Items in the following conditions may be refused for return or subject to reduced refund:
Signs of Installation or Use:
• Mounting holes drilled in vehicle or equipment
• Electrical connections made (cut wires, crimped connectors)
• Light bar mounted and tested on vehicle
• Scratches from installation tools
• Evidence of road use (dirt, mud, debris inside mounting points)
Damaged or Incomplete:
• Missing mounting brackets or hardware
• Lost or discarded instruction manuals
• Damaged original packaging unsuitable for resale
• Broken seals on IP68-rated products
• Components separated or mixed with other products
Modified or Altered:
• Wiring modified or extended
• Mounting brackets cut, drilled, or adapted
• Lens removed or tampered with
• Product disassembled beyond manufacturer's design
• Any unauthorized modifications
Reduced Refunds and Restocking Fees
When we may reduce your refund:
Minor Issues (10-20% reduction):
• Damaged outer packaging but product intact
• Minor scratches from inspection
• Missing non-essential documentation
Moderate Issues (20-40% reduction):
• Damaged packaging requiring replacement for resale
• Missing mounting hardware or small components
• Evidence of brief testing (e.g., battery connection marks)
Substantial Issues (40-60% reduction or refusal):
• Signs of attempted installation
• Product cannot be resold as new
• Missing major components
• Damage requiring professional inspection or testing
Complete Refusal:
• Installed and used products
• Significantly damaged items
• Modified or altered products
• Items returned without authorization
We assess each return individually and communicate any refund reductions before processing. You can choose to have the item returned to you if you disagree with the assessment.
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3. Non-Returnable Items
The following items cannot be returned for refund under our change-of-mind policy (though statutory rights for faulty goods remain unaffected):
Installation-Related Issues
Products Damaged by Incorrect Installation:
• Water damage from improper sealing or mounting
• Electrical damage from incorrect wiring or voltage
• Physical damage from over-tightening mounting bolts
• Cracked lenses from improper installation technique
• Blown LEDs from voltage spikes or reverse polarity
Used or Installed Products:
• Light bars that have been mounted on vehicles or equipment
• Products showing evidence of road use, off-road use, or work site exposure
• Items with installation-related wear or damage
Modified or Altered Products
Any product showing signs of:
• Wiring modifications, extensions, or splicing
• Mounting bracket alterations (cutting, drilling, bending)
• Housing modifications or drilling
• Lens removal or replacement
• Internal component access or tampering
• Unauthorized repairs or "improvements"
Special Orders and Custom Products
Non-returnable unless faulty:
• Special-order items ordered specifically for you
• Custom-built lighting configurations
• Made-to-order wiring harnesses
• Bespoke mounting solutions
• Products ordered to specific voltage or specification requirements
Reason: These items are manufactured or sourced specifically for your order and cannot be resold to other customers.
Sale, Clearance, and Discontinued Items
Final sale unless faulty:
• Items marked as "sale," "clearance," or "end of line"
• Discontinued products being cleared
• Promotional bundles and special offers (unless entire bundle returned)
Your rights: You still have full statutory rights if these items are faulty, damaged, or misdescribed – only change-of-mind returns are excluded.
Broken Seal Products
Cannot be returned if seals broken:
• IP68-rated products with manufacturer seals broken (indicates potential waterproofing compromise)
• Sealed packaging where hygiene or integrity is essential
• Products where seal-breaking indicates use or installation
Missing Documentation
Returns may be refused for:
• Items returned without proof of purchase (order number, invoice, receipt)
• Products claimed without order history verification
• Items with serial numbers not matching our records
Inadequately Packaged Returns
We cannot accept responsibility for:
• Products damaged during return shipping due to poor packaging
• Items returned in non-protective packaging (e.g., plastic bags, thin envelopes)
• Goods damaged because customer failed to use adequate protective materials
Our recommendation: Always use original packaging and additional outer protection. Insure high-value returns.
Important Statutory Rights Reminder
These exclusions apply only to change-of-mind returns. Your statutory consumer rights for faulty, damaged, or misdescribed goods under the Consumer Rights Act 2015 (UK) and EU Consumer Sales and Guarantees Directive remain completely unaffected and cannot be excluded.
If a product develops a fault, doesn't match its description, or isn't of satisfactory quality, you have separate legal rights regardless of the above exclusions.
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4. Faulty, Damaged, or Incorrect Items – Your Statutory Rights
Your Legal Rights for Defective Goods
If your item arrives faulty, damaged, does not match its description, or is not of satisfactory quality, you have strong legal rights under consumer protection legislation:
UK Customers – Consumer Rights Act 2015:
• Right to reject faulty goods within 30 days for full refund
• Right to repair or replacement if fault develops within 6 months
• Right to price reduction or final right to reject after one failed repair
• Goods must be of satisfactory quality, fit for purpose, and as described
EU Customers – Consumer Sales and Guarantees Directive (1999/44/EC):
• Right to conformity – goods must conform to contract
• Two-year legal guarantee for consumer goods (some countries extend this)
• Right to repair, replacement, price reduction, or contract termination
• Presumption of fault for defects appearing within 2 years (burden of proof on seller for first year in most EU countries)
These are your legal rights and cannot be excluded or limited by any terms and conditions.
What Constitutes a Faulty, Damaged, or Incorrect Item?
Faulty Items:
• LED light bar doesn't illuminate when correctly wired
• Individual LEDs not working or flickering
• Waterproof seal failed causing moisture ingress
• Controller malfunction or failure to operate
• Electrical components defective (driver, ballast, wiring)
• Product fails to perform as specified (e.g., advertised lumens not achieved)
• Manufacturing defects in housing, lens, or mounting
Damaged Items:
• Physical damage sustained during shipping (cracked lens, dented housing, bent brackets)
• Packaging damage indicating rough handling
• Missing components due to shipping/packing error
• Broken seals or damaged weatherproofing
Incorrect Items:
• Wrong product sent (different model, size, or specification)
• Wrong quantity delivered
• Product doesn't match description on website or packaging
• Different color temperature, beam pattern, or voltage than ordered
What to Do If Your Item Is Faulty, Damaged, or Incorrect
Act Quickly – Report Within 48 Hours:
For the fastest resolution, contact us as soon as possible after delivery:
• Ideal time frame: Within 48 hours of delivery
• Maximum: Report within 30 days to maximize your rights
• Why quickly? Helps establish damage/fault occurred before/during delivery, not after
Contact Method:
Email: info@spectrumtek.co.uk
Subject Line: "Faulty Item – Order [Your Order Number]" or "Damaged Delivery"
Information to Include:
Order Details:
1.
o Order number
o Date of purchase
o Date of delivery
Product Details:
2.
o Product name and model
o SKU or product code
o Quantity affected
Description of Problem:
3.
o Clear, detailed description of fault, damage, or discrepancy
o When did you notice the problem?
o What exactly isn't working or what's damaged?
Evidence:
4.
o Photos required: Clear images showing:
The fault or damage from multiple angles
Product packaging (if damaged)
Any error messages or non-functioning LEDs
The product in its delivered condition
o Videos helpful: Particularly for electrical faults, flickering, or intermittent issues
Delivery Documentation:
5.
o Delivery receipt or tracking information
o Courier delivery photos (if available)
o Any notes on delivery documentation about damage
Our Response and Resolution Process
Step 1: Acknowledgment (Within 24 Hours)
• We'll confirm receipt of your claim
• Provide a claim reference number
• Explain next steps
Step 2: Assessment (Within 2-3 Business Days)
• Our technical team reviews your evidence
• We may request additional information or photos if needed
• Assessment determines appropriate remedy
Step 3: Resolution Offered
We will arrange one of the following remedies at our discretion (or as required by law):
Option 1: Replacement Product (Most Common)
• New replacement dispatched immediately
• Same product or equivalent/superior model if original unavailable
• Free shipping on replacement
• You may need to return faulty item (we provide prepaid return label)
• Fastest solution for getting you operational again
Option 2: Repair (Where Appropriate)
• Available for certain types of faults
• We arrange collection and return
• All costs covered by Spectrumtek
• Completed within reasonable time frame
• Less common for LED lighting (usually more cost-effective to replace)
Option 3: Full Refund
• Complete refund of product price
• Includes original standard shipping costs (as required by law for faulty goods)
• Refund to original payment method
• Typically within 14 days of us receiving returned item (or sooner if we waive return requirement)
Option 4: Partial Refund (In Specific Circumstances)
• If you prefer to keep a slightly faulty item with compensation
• Agreed between you and Spectrumtek
• Saves time and return shipping
• Appropriate for minor cosmetic issues not affecting function
Return Shipping for Faulty/Damaged Items
We Cover All Return Costs:
• Prepaid return label provided (UK addresses)
• Return postage reimbursement (EU addresses if prepaid label not feasible)
• Collection arranged if preferred
• No cost to you for returning faulty, damaged, or incorrect items
How We Provide Return Labels:
• Email with printable prepaid label (UK Royal Mail, DPD, or courier)
• Return authorization code for drop-off at carrier location
• Collection arranged at your address (for larger items or customer preference)
Consumer Rights Time frames
Within 30 Days of Purchase (UK – Short-Term Right to Reject):
• Full refund if you reject faulty goods
• No obligation to accept repair or replacement
• Strongest consumer position
30 Days to 6 Months (UK – Right to Repair/Replacement):
• Right to one repair or replacement
• If repair/replacement fails, right to price reduction or final rejection
• Presumption fault existed at time of delivery (seller must prove otherwise)
6 Months to 6 Years (UK – Longer-Term Rights):
• Still covered but you may need to prove fault existed at delivery or developed due to manufacturing defect
• Right to repair, replacement, or price reduction
• Diminishing rights over time based on expected product life
EU Rights:
• Minimum 2-year legal guarantee
• Some EU countries extend to longer periods
• Presumption of fault varies by country (typically 1-2 years)
Important: Our 2-year warranty runs in addition to and alongside your statutory rights, not instead of them.
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5. How to Return an Item – Complete Step-by-Step Process
Step 1: Request Return Authorization
Before returning anything, you must contact us for authorization.
Why authorization is required:
• Ensures we can track and process your return efficiently
• Allows us to provide correct return address and instructions
• Helps us prepare for your return and speed up refund processing
• Prevents returns going to wrong facility or getting lost
How to Request Authorization:
Email: info@spectrumtek.co.uk
Subject Line Options:
• "Return Request – Order [Order Number]"
• "Cancellation – Order [Order Number]"
• "Faulty Item Return – Order [Order Number]"
Information to Include:
1.
Your Details:
2.
o Full name
o Order number
o Email address used for order
o Delivery address
3.
Return Details:
4.
o Item(s) you wish to return (name, SKU, quantity)
o Reason for return (change of mind, faulty, damaged, wrong item, etc.)
o Whether you want refund, replacement, or exchange
5.
For Faulty/Damaged Items:
6.
o Clear description of fault or damage
o Photos showing the issue
o When you noticed the problem
7.
Your Preference:
8.
o Refund or replacement?
o If replacement, do you want same item or different model?
Our Response:
• Acknowledgment: Within 24 hours (business days)
• Return Authorization: Within 1-2 business days
• You'll Receive:
o RMA (Return Merchandise Authorization) number
o Return shipping address
o Packing instructions
o Return shipping label (if we're covering costs)
o Estimated refund time frame
Do Not Return Without Authorization:
• Unauthorized returns may be refused or significantly delayed
• Returns sent to wrong address won't be received
• You may lose proof of return and refund rights
Step 2: Prepare Your Return Package
Use Original Packaging (Strongly Recommended):
• Original box provides optimal protection
• Designed specifically for the product's shape and weight
• Helps ensure item arrives in good condition
• Required for full refund eligibility
If Original Packaging Unavailable:
• Use sturdy cardboard box with adequate internal space
• Box must be rigid enough to protect contents during transit
• Don't use padded envelopes for rigid LED products
Pack the Item Securely:
1.
Protect the Product:
2.
o Wrap light bar/product in bubble wrap or foam
o Ensure lens is protected with additional padding
o Protect mounting brackets from bending or damage
o Separate components with padding to prevent scratching
3.
Include All Components:
4.
o All mounting brackets and hardware
o All screws, bolts, nuts, washers (return in original bags/packaging if possible)
o User manuals and documentation
o Warranty cards
o All original accessories
o Protective caps and covers
5.
Seal Securely:
6.
o Use strong packing tape (not regular sticky tape)
o Reinforce all box seams and openings
o Ensure box cannot open during transit
o Don't over-tape original manufacturer packaging (makes it non-resaleable)
7.
Include Documentation:
8.
o Printed copy of your RMA authorization email
o RMA number clearly written on paperwork inside box
o Copy of original order confirmation or invoice
o Brief note explaining reason for return
9.
Label the Package:
10.
o RMA number clearly written on outside of box
o Use permanent marker on at least two sides
o Format: "RMA: [Your RMA Number]"
o Attach return shipping label (if provided by us)
Packaging Quality Importance:
• Your responsibility: Item must arrive in good condition
• Risk: If damaged during return shipping due to inadequate packaging, we may refuse return or reduce refund
• Our recommendation: Photograph packaging before sealing as evidence of care taken
Step 3: Ship Your Return
Choose Appropriate Shipping Method:
For Change-of-Mind Returns (You Pay Shipping):
• Essential: Use tracked and insured service
• Recommended UK Services:
o Royal Mail Tracked 48 or Tracked 24
o Parcel Force
o DPD or other reputable couriers
• Recommended EU Services:
o National postal service with tracking
o International courier with proof of delivery
• Insurance: Insure for full product value
• Why tracking matters: Proves you sent item and when it was delivered
For Faulty/Damaged/Incorrect Returns (We Pay Shipping):
• Use the prepaid return label we provide
• Follow label instructions carefully
• Drop off at designated carrier location or arrange collection
Where to Ship:
• Address: Provided in your RMA authorization email
• Do NOT send to our registered office address (71-75 Shelton Street) – this is not our warehouse
• Only ship to address specified in RMA email
What to Keep:
Critical – Retain Proof of Postage:
• Receipt from post office or courier
• Tracking number
• Proof of insurance
• Photograph of sealed, labeled package
Why this matters:
• If return goes missing, you need proof you sent it
• We cannot process refund without confirmation of return
• Protects you if courier loses package
Shipping Risk:
• Your risk: For change-of-mind returns, item is your responsibility until it reaches us
• Our risk: For faulty/damaged/incorrect returns with our prepaid label, we bear shipping risk
• Lost returns: With tracking, we can claim on courier insurance; without tracking, difficult to resolve
Step 4: Track Your Return
Monitor Delivery:
• Use tracking number to monitor progress
• Confirm delivery to our returns facility
• Keep tracking history as proof
Delivery Confirmation:
• Most carriers provide delivery confirmation email/notification
• Save this confirmation – it's proof of return completion
If Tracking Shows Issues:
• Contact carrier immediately if return appears delayed or lost
• Email us at info@spectrumtek.co.uk with tracking number
• We'll help investigate but need your tracking information
Step 5: Refund Processing and Communication
What Happens When We Receive Your Return:
Day 1-2: Arrival and Logging
• Return received at our facility
• Logged into our system against your RMA number
• Queued for inspection
Day 2-5: Inspection and Assessment
• Product inspected for condition
• Checked against eligibility criteria (unused, complete, original packaging, etc.)
• Photos taken for records
• Assessment decision made
Day 5-7: Communication and Refund
• Email notification sent to you with outcome:
o Approved: Refund being processed
o Partial refund: Explanation of deduction with photos
o Refused: Explanation of why return doesn't meet criteria, option to have item returned to you
• If approved, refund initiated to original payment method
Overall Time frame:
• Target: 5-7 business days from return arrival to refund processing
• Maximum: 14 days (UK/EU legal requirement for change-of-mind returns)
• Faster processing: Typically achieved for straightforward returns in perfect condition
You'll Be Notified:
• When return is received
• When inspection is complete
• Refund approval or any issues
• When refund has been processed
If There's a Problem:
• We'll contact you with photos and explanation
• You can discuss/dispute assessment
• Options provided (accept reduced refund, have item returned, etc.)
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6. Return Shipping Costs – Who Pays?
Faulty, Damaged, or Incorrect Items – Spectrumtek Pays
We cover all return shipping costs when:
• Item arrived faulty or developed fault covered by warranty
• Item was damaged during delivery
• Wrong item sent (our error)
• Item doesn't match description on our website
• Missing components or parts (our packing error)
• Any error or fault attributable to Spectrumtek
How we provide return shipping:
UK Customers:
• Prepaid return label emailed to you (Royal Mail, DPD, or courier)
• Print label and attach to package
• Drop off at post office or courier point (or arrange collection)
• No cost to you
EU Customers:
• Prepaid return label where logistically feasible
• Return postage reimbursement if prepaid label not available for your country
• Process: You arrange return shipping, send us receipt, we reimburse you with refund
• No cost to you ultimately
Collection Service:
• Available for larger items or at customer request
• We arrange courier collection from your address
• No cost to you
Change-of-Mind Returns (14-Day Cooling Off Period) – Customer Pays
You are responsible for return shipping costs when:
• Exercising your 14-day cancellation right (UK/EU distance selling regulations)
• Returning unwanted item that's not faulty
• Changed your mind about purchase
• Ordered wrong size/specification (your error, not ours)
• No longer need the product
Why you pay: Under UK and EU distance selling regulations, while you have the right to cancel, you bear the cost of returning goods for change-of-mind cancellations. This is standard across all online retailers.
Our Strong Recommendations:
1. Use Tracked Shipping Service:
• Essential for proof of return
• Allows you to monitor delivery
• Helps resolve disputes if return goes missing
• Recommended UK services:
o Royal Mail Tracked 48 (economy, typically £3-£6)
o Royal Mail Tracked 24 (faster, typically £5-£8)
o Parcel Force (for larger items)
o DPD, UPS, or other reputable couriers
2. Insure for Product Value:
• Protects you if return is lost or damaged in transit
• Relatively inexpensive (usually 1-2% of value)
• Gives you recourse if something goes wrong
• We cannot refund or replace items lost during return shipping without insurance
3. Get Proof of Postage:
• Always obtain receipt from post office or courier
• Keep tracking number safe
• Save any delivery confirmation
4. Budget for Return Costs:
• Factor return shipping into purchase decision
• Typical costs for LED light bar returns:
o Small light bars (7"-20"): £3-£8 UK, €10-€20 EU
o Medium light bars (20"-32"): £6-£12 UK, €15-€30 EU
o Large light bars (32"-50"): £10-£20 UK, €20-€40 EU
• Heavier items cost more to return
• International returns (EU) significantly more expensive than UK domestic
Return Shipping Risk:
• You bear the risk of loss or damage during return transit for change-of-mind returns
• If return goes missing or arrives damaged due to poor packaging, we cannot offer refund without proof of delivery or insurance claim
• This is why tracked, insured shipping is essential
Restocking Fees
Standard Returns (Perfect Condition):
• No restocking fee for returns meeting all eligibility criteria
• Item unused, original packaging, complete with all components
• Free to return (you just pay shipping)
Returns in Less-Than-Perfect Condition:
•
Restocking fee up to 20% may apply if:
•
o Original packaging damaged (but product intact)
o Minor cosmetic damage to non-essential packaging
o Missing non-critical documentation
o Small components missing (we can replace from stock)
•
Higher restocking fees or refusal if:
•
o Product shows signs of use or installation
o Major components missing
o Packaging unsuitable for resale
o Product damaged and cannot be resold as new
Transparency:
• We'll communicate any restocking fee before processing refund
• You'll receive photos showing reason for fee
• You can choose to have item returned to you if you disagree
• We aim for fairness – fees reflect actual costs of making item resaleable
No Restocking Fee For:
• Faulty items
• Damaged items
• Incorrect items
• Any return where fault is ours
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7. Refund Processing Times and Methods
How Quickly Will I Receive My Refund?
UK and EU Customers:
Legal Requirement:
• We must refund you within 14 calendar days of receiving your returned goods (Consumer Contracts Regulations 2013 / EU Consumer Rights Directive)
• This applies to change-of-mind returns under distance selling regulations
Our Typical Performance:
• 5-7 business days from return arrival to refund processing (for straightforward returns in perfect condition)
• Often faster for simple returns
For Faulty Items:
• We may process refund before receiving return if fault is clear from evidence
• Or provide immediate replacement without waiting for return
• Faster resolution for customers with urgent operational needs
Payment Provider Processing Time:
• After we process refund, your bank/card provider takes additional time
• Debit cards: Typically 3-5 business days
• Credit cards: Typically 5-10 business days
• PayPal: Typically 1-3 business days
• Bank transfer: Typically 1-3 business days
Total Time (Return to Money in Account):
• Best case: 6-10 business days
• Typical: 8-15 business days
• Maximum: 14 days (our processing) + up to 10 days (bank processing) = 24 days total
What Amount Will Be Refunded?
Full Refund Includes:
Product Price:
• Full amount you paid for the item(s)
• Any discounts or promotions honored
Original Standard Shipping:
• Only if item was faulty, damaged, or incorrect (legal requirement)
• For change-of-mind returns, standard delivery is NOT refunded (permitted under consumer regulations)
Taxes:
• VAT refunded (included in product price in UK/EU)
Full Refund Excludes (Not Refunded):
Return Shipping Costs:
• Your cost of returning item to us
• Only exception: faulty, damaged, or incorrect items where we provide prepaid label or reimburse costs
Expedited/Premium Shipping:
• If you chose express, next-day, or premium delivery options
• Only standard shipping cost refunded (even for faulty items)
• Premium upgrade cost is NOT refunded
• Exception: If we sent wrong item or faulty item requiring urgent replacement, we may refund premium shipping at our discretion
Restocking Fees:
• Deducted from refund if applicable (see section 6)
Diminished Value:
• If item returned showing signs of use beyond simple inspection
• Reduction reflects loss of resale value
Partial Refunds – When and Why
We may issue a partial refund in the following circumstances:
Minor Packaging Damage (10-20% deduction):
• Original box damaged but product undamaged
• Requires repackaging for resale
• Documentation missing but product complete
Missing Minor Components (10-30% deduction):
• Small mounting hardware missing
• Non-essential accessories missing
• Product can be resold with replacement parts
• Deduction reflects replacement cost
Signs of Use or Minor Damage (20-50% deduction):
• Product shows evidence of brief use or testing beyond inspection
• Minor cosmetic damage not affecting function
• Cannot be sold as "new" but can be sold as "open box" or "like new"
• Deduction reflects reduced resale value
Substantial Issues (50%+ deduction or full refusal):
• Significant use or installation attempted
• Major components missing
• Product damaged requiring repair
• Cannot reasonably be resold
Communication:
• We will always contact you before processing partial refund
• Email includes photos showing reason for deduction
• Explanation of deduction amount and calculation
• Your options:
o Accept partial refund
o Reject and have item returned to you (you pay return shipping to you)
o Dispute assessment (we'll review with photos)
Fairness Commitment:
• Partial refunds reflect actual costs and loss of value
• We don't deduct arbitrary amounts
• Assessment is fair and consistent
• Photos provided as evidence
Refund Methods
Refund to Original Payment Method:
• We refund to the same payment method you used for purchase
• Cannot refund to different card, account, or person (fraud prevention)
Payment Method Processing:
Credit/Debit Cards:
• Refund appears as credit on your card statement
• Shows as payment reversal from Spectrumtek
• Some banks show pending refund before completion
PayPal:
• Refunded to PayPal account balance
• Available for withdrawal or use immediately upon processing
• Email notification from PayPal
Bank Transfer (if original payment method):
• Refunded to originating bank account
• Same account number payment came from
Apple Pay / Google Pay:
• Refunded through card linked to digital wallet
• Appears on linked card statement
Clearpay, Klarna, or other Buy-Now-Pay-Later:
• Refund goes to financing provider
• They credit your payment plan or account
• Contact provider if questions about refund reflection
Gift Cards or Store Credit:
• If you paid with Spectrumtek gift card or store credit, refund returned to store credit
• Cannot be refunded to cash or card
Multiple Item Orders
If you return some items from multi-item order:
• Partial refund for returned items only
• Shipping refund calculated proportionally (if applicable for faulty items)
• Remaining items unaffected
If you return all items from an order:
• Full refund of order total (subject to eligibility)
• Standard shipping refunded if all items faulty
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8. Exchanges
Spectrumtek offers exchanges for unused items in original, resaleable condition.
When Exchanges Are Available
Eligible for Exchange:
• Change of mind (different size, beam pattern, color, power output)
• Ordered wrong specification
• Want to try different product
• Upgrading or downgrading
Not Eligible:
• Used or installed items (unless faulty and covered by warranty)
• Items not in original condition
• Special order or custom items
How to Request an Exchange
Step 1: Contact Us
Email: info@spectrumtek.co.uk
Subject: "Exchange Request – Order [Order Number]"
Include:
• Order number and date
• Item you want to return
• Item you want to receive in exchange
• Reason for exchange (optional but helpful)
Step 2: We'll Check Availability
• Confirm your preferred exchange item is in stock
• Verify pricing
• Provide exchange instructions
• Issue exchange authorization
Step 3: Return Original Item
• Follow return process (see Section 5)
• Pack securely with all components and original packaging
• Ship to address provided
• Use tracked service
Step 4: We'll Ship Replacement
• Once we receive and inspect your return
• Confirm item meets exchange eligibility criteria
• Dispatch replacement item
Exchange Costs
Product Price Difference:
Exchanging for Higher-Priced Item:
• You pay the difference in price
• We'll send invoice or payment link for difference
• Replacement ships once payment received
Exchanging for Lower-Priced Item:
• We refund the difference
• Processed with same time frame as standard refunds
Exchanging for Same-Priced Item:
• No additional payment required
• Straight swap
Shipping Costs:
For Change-of-Mind Exchanges:
• You pay: Return shipping of original item (see Section 6)
• We pay: Shipping of replacement item to you
• Net cost to you: Return postage only
For Faulty Item Exchanges:
• We pay: Return shipping (prepaid label provided)
• We pay: Shipping of replacement to you
• No cost to you
Exchange Processing Time
Total timeframe:
1. You ship return: 2-5 days (depending on courier)
2. We inspect return: 1-3 business days
3. We ship replacement: Same day or next business day after inspection
4. Replacement arrives: 2-3 days UK, 4-7 days EU
Typical total time: 7-14 days from you shipping original to receiving replacement
Faster Exchange Option (Advance Exchange)
For established customers with good order history:
• We may offer advance exchange
• We ship replacement immediately
• You return original item afterwards
• Requires payment authorization hold
• Contact us to request this option
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9. Warranty Claims and Defective Products
All Spectrumtek LED light bars, work lights, spotlights, and controllers include a comprehensive manufacturer's warranty covering defects in materials and workmanship.
Warranty Coverage Duration
Standard Warranty:
• 24 months (2 years) from date of purchase
• Applies to all Spectrumtek products unless otherwise specified
• Some products may have extended warranty (check product page)
Warranty Period:
• Starts from delivery date (proof of purchase required)
• Covers defects manifesting during warranty period
• Valid throughout UK and EU
What the Warranty Covers
Manufacturing Defects:
• LED chip failures or premature degradation
• Individual LEDs failing within array
• Inconsistent light output across LED array
• Color temperature shift beyond specification
Component Failures:
• Internal driver or ballast failure
• Wiring harness defects
• Switch or controller malfunctions (controller products)
• Electrical connection failures inside housing
Construction and Housing Defects:
• Aluminum housing cracks or structural failures
• Lens cracking or separation (not due to impact)
• Mounting bracket failures or defects
• Faulty breather valves
Waterproofing Failures:
• IP68 seal failures allowing water ingress (when properly installed)
• Gasket deterioration under normal conditions
• Moisture buildup inside housing due to manufacturing defect
Performance Issues:
• Light output significantly below advertised specification
• Product fails to perform as described
• Functionality issues under normal operating conditions
What the Warranty Does NOT Cover
Installation-Related Damage:
• Damage from incorrect installation or wiring
• Electrical damage from wrong voltage (over-voltage or under-voltage)
• Damage from reverse polarity connections
• Water ingress due to improper mounting or sealing
• Physical damage from installation errors
• Over-tightened mounts causing housing stress
Electrical Issues:
• Damage from voltage spikes or power surges (beyond product specifications)
• Damage from connecting to incorrect voltage system
• Blown LEDs from electrical system faults
• Damage from incompatible controllers or wiring
Physical Damage and Abuse:
• Impact damage from collisions, drops, or strikes
• Lens cracks from physical trauma
• Bent mounting brackets from over-tightening or accidents
• Corrosion from harsh chemicals or extreme environments beyond normal use
• Deliberate damage or misuse
Modifications and Tampering:
• Any unauthorized modifications to product
• Opened or tampered sealed units
• Aftermarket repairs or component replacements
• Modifications to wiring, housing, or lens
• Use of non-compatible accessories
Normal Wear and Tear:
• Gradual reduction in brightness over years (within normal LED degradation rates)
• Cosmetic wear from normal use (scratches, fading)
• Mounting hardware corrosion in extreme environments
• Age-related degradation within expected product lifespan
Environmental Damage:
• Damage from extreme conditions beyond product specifications
• Submersion beyond rated IP depth or duration
• Chemical exposure in industrial environments
• Salt water damage (unless specifically rated for marine use)
Consequential Losses:
• Labor costs for installation or removal
• Vehicle downtime or lost productivity
• Freight or transportation costs
• Any indirect or consequential damages
• Economic losses
How to Make a Warranty Claim
Step 1: Gather Information
Required Documentation:
• Proof of purchase (order number, invoice, receipt, or email confirmation)
• Purchase date (must be within warranty period)
• Product model and serial number (if applicable)
Problem Description:
• Clear description of fault or failure
• When did problem start?
• How does it manifest?
• Any circumstances surrounding failure?
Evidence:
• Photos showing the problem (non-illuminating LEDs, moisture inside, damage, etc.)
• Videos demonstrating fault (particularly helpful for electrical issues, flickering, intermittent failures)
• Installation details (voltage, wiring setup, mounting location)
Step 2: Contact Our Warranty Team
Email: info@spectrumtek.co.uk
Subject Line: "Warranty Claim – Order [Order Number]"
Include:
• All information from Step 1
• Your contact details (name, email, phone, address)
• Preferred outcome (replacement, repair, or refund)
Step 3: Assessment
Initial Review (24-48 Hours):
• Our technical team reviews your claim
• May request additional information or diagnostic steps
• May ask you to perform simple tests (e.g., check voltage, test connections)
Claim Decision:
• Approved: Covered under warranty
• Pending: Need more information or diagnostics
• Declined: Determined not to be warranty defect (we'll explain why and discuss options)
Step 4: Resolution
If Claim Approved, We'll Offer:
Option 1: Replacement (Most Common)
• New unit shipped immediately
• Same model or equivalent/superior if unavailable
• Free shipping
• May require return of faulty unit (we provide prepaid label)
• Sometimes we advance-ship replacement before receiving faulty unit
Option 2: Repair
• Suitable for certain types of failures
• We arrange collection and return
• All shipping costs covered
• Repaired and tested before return
• Completed within reasonable time frame
Option 3: Refund
• Full or partial refund depending on age and use
• Depreciating refund for older products (reasonable wear considered)
• Refund to original payment method
Option 4: Store Credit
• Credit toward replacement or different product
• Useful if original model discontinued
• Can upgrade or change specification
Step 5: Return (If Required)
Prepaid Return Label:
• We email return label (UK) or arrange reimbursement (EU)
• Pack item securely (original packaging preferred but not required for warranty returns)
• Include RMA number and documentation
We Cover All Costs:
• Return shipping
• Replacement shipping
• Any testing or diagnostic fees
Warranty Claim Timeframes
Acknowledgment: Within 24 hours
Initial Assessment: Within 2-3 business days
Resolution Decision: Within 5 business days
Replacement Dispatch: Within 1-2 business days of approval
Total Typical Time: 7-10 business days from claim to replacement delivery
Urgent Cases:
• If you have critical operational need (e.g., commercial fleet, emergency vehicle), inform us
• We'll prioritize and may offer expedited solutions
Warranty vs. Statutory Rights
Important Distinction:
Warranty Rights:
• Provided by manufacturer
• 24-month duration
• Covers manufacturing defects
• Requires proof of defect
Statutory Consumer Rights (UK/EU):
• Provided by law
• Up to 6 years (UK) / 2+ years (EU)
• Covers satisfactory quality, fitness for purpose, and description
• Different burden of proof at different times
Your warranty runs alongside (not instead of) statutory rights. You may have stronger rights under consumer law, particularly in the first 6 months after purchase.
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10. Late or Missing Refunds
If you haven't received your refund within the expected timeframe, follow these steps:
Step 1: Check Your Bank Account Again
Common Issues:
• Refunds sometimes take longer than expected to appear
• May show as "pending" before final posting
• Check both pending and posted transactions
• Verify you're checking the correct account/card used for purchase
Timeframes Reminder:
• Debit cards: 3-10 business days after we process refund
• Credit cards: 5-10 business days after we process refund
• PayPal: 1-3 business days
• Bank transfers: 1-3 business days
Step 2: Contact Your Payment Provider
Credit/Debit Card Issuer:
• Call customer service number on back of card
• Ask about pending refunds from SpectrumTek
• Provide approximate refund date and amount
• Some banks have processing delays beyond our control
PayPal:
• Log into PayPal account
• Check transaction history
• Look for refund notification email from PayPal
• Contact PayPal support if not visible
Other Payment Methods:
• Contact provider's customer service
• Provide refund details and expected amount
Step 3: Contact Your Bank
If Payment Provider Confirms Nothing Pending:
• Speak with your bank directly
• Ask if there are any holds or processing delays
• Verify account details are correct and active
• Some banks have fraud holds on refunds (uncommon but possible)
Step 4: Contact SpectrumTek
If you've completed Steps 1-3 and still no refund:
Email: info@spectrumtek.co.uk
Subject: "Missing Refund – Order [Order Number]"
Include:
• Order number
• Date we confirmed refund was processed
• Confirmation you've checked with payment provider and bank
• Account/card details used for original purchase (last 4 digits only for security)
We'll Investigate:
• Verify refund was processed on our end
• Check payment processor records
• Contact payment provider on your behalf if needed
• Provide proof of refund transmission
• Re-issue refund if technical error occurred
Common Reasons for Delayed Refunds
Bank Processing Backlogs:
• Particularly around holidays, month-end, or during high volume periods
• Can add 3-5 extra days
Incorrect Account Details:
• Card expired or replaced since purchase
• Account closed
• Bank will typically redirect but may delay
International Payments (EU Customers):
• Cross-border refunds sometimes take longer
• Currency conversion processing
• Intermediary bank delays
Payment Processor Issues:
• Technical issues at PayPal, Stripe, etc. (rare)
• System upgrades or maintenance
Weekend/Holiday Effects:
• Business days only for processing
• UK bank holidays
• EU country-specific holidays
Our Commitment
We take missing refunds seriously:
• Full investigation of every delayed refund report
• Work with payment providers to resolve
• Re-issue refund if necessary
• Keep you updated throughout process
• Provide evidence of refund transmission
Typical Resolution Time:
• If refund was processed by us but delayed by bank: Appears within 3-5 additional business days
• If refund not actually processed: We'll process immediately and confirm within 24 hours
• Complex issues: Resolved within 5-10 business days with provider cooperation
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11. Sale and Clearance Items
Spectrumtek occasionally offers special pricing on discontinued, end-of-line, or promotional items.
Return Policy for Sale Items
Sale, Clearance, and Discontinued Products:
• No change-of-mind returns accepted
• Final sale – please choose carefully
• All sales are final for these items
Why Final Sale:
• Heavily discounted pricing (often 30-70% off)
• Discontinued models no longer in production
• End-of-line stock being cleared
• Limited availability makes restocking impossible
• Pricing reflects final sale terms
Items Clearly Marked:
• Product pages show "Final Sale," "Clearance," or "No Returns"
• Noted during checkout process
• Confirmation email indicates final sale items
Your Statutory Rights Remain Protected
Important: Even for sale items, you still have full rights for:
Faulty Products:
• Manufacturing defects
• Component failures
• Performance issues
• Products not meeting specifications
Damaged Products:
• Items damaged during shipping
• Products arriving in damaged condition
Misdescribed Products:
• Items not matching description on website
• Wrong specifications listed
• Misleading product information
Your Consumer Rights Under:
• UK Consumer Rights Act 2015
• EU Consumer Sales and Guarantees Directive
• Cannot be excluded or limited by "sale" or "clearance" status
How to Return Faulty Sale Items
Same Process as Regular Items:
1. Contact info@spectrumtek.co.uk within 48 hours of delivery
2. Provide order details, photos of fault/damage
3. We'll assess and arrange remedy (replacement, repair, or refund)
4. We cover return shipping for faulty sale items
Resolution Options:
• Replacement (if stock available)
• Repair (where appropriate)
• Refund (if replacement unavailable or unsuitable)
Checking Before Purchase
For Sale Items, We Recommend:
• Read product description carefully – ensure it meets your needs
• Check specifications – voltage, size, beam pattern, power output
• Review photos – understand exactly what you're getting
• Ask questions – contact us before ordering if unsure
• Measure mounting space – ensure fitment for your vehicle
• Consider final sale terms – only purchase if confident in choice
We're Here to Help:
• Pre-purchase advice available
• Technical specifications clarification
• Compatibility confirmation
• Honest recommendations even if it means suggesting non-sale items
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12. Your Consumer Rights Summary
Spectrumtek operates in full compliance with UK and EU consumer protection legislation. This Returns Policy is designed to meet or exceed your legal rights.
UK Consumer Rights
Consumer Rights Act 2015:
Goods Must Be:
• Of satisfactory quality – meet standard a reasonable person would expect
• Fit for purpose – suitable for their normal purpose and any specific purpose you told us about
• As described – match description, photos, and specifications on our website
Your Rights When Goods Are Faulty:
Within 30 Days of Purchase (Short-Term Right to Reject):
• Full refund if you reject faulty goods
• Strongest consumer position
• No obligation to accept repair or replacement
30 Days to 6 Months:
• Right to one repair or one replacement (your choice)
• If repair/replacement fails, right to price reduction or final rejection
• Presumption that fault existed at time of delivery (we must prove otherwise)
6 Months to 6 Years:
• Still covered for defects
• You must demonstrate fault existed at delivery or developed due to inherent defect
• Right to repair, replacement, or price reduction
• Reasonable expectation of product lifespan considered
Consumer Contracts Regulations 2013:
14-Day Distance Selling Right:
• Cancel online purchases within 14 days without reason
• Return goods within 14 days of cancellation notice
• Receive refund within 14 days of us receiving goods
Digital Content Rights:
• Any digital downloads or content (e.g., installation guides) must be of satisfactory quality
• Right to repair, replacement, or price reduction if defective
EU Consumer Rights
Consumer Rights Directive 2011/83/EU:
14-Day Withdrawal Right:
• Cancel distance contracts within 14 days without reason
• Same process as UK (we apply identical policy across UK and EU)
Right to Information:
• Clear product information before purchase
• Confirmation of contract details
• Transparent pricing including all charges
Consumer Sales and Guarantees Directive (1999/44/EC):
Two-Year Legal Guarantee:
• Minimum 2-year guarantee for consumer goods
• Some EU countries extend this further (check your national law)
• Goods must conform to contract
Conformity Requirements:
• Goods must be fit for normal purpose
• Match description and sample
• Possess qualities of goods seller presented
• Suitable for specific purpose buyer communicated
Remedies for Non-Conformity:
• First: Repair or replacement (free, within reasonable time)
• If repair/replacement impossible or disproportionate: Price reduction or contract termination
Burden of Proof:
• First 6 months-2 years (varies by country): Presumption that non-conformity existed at delivery
• After this period: Consumer must prove defect existed at delivery
Nothing in This Policy Limits Your Legal Rights
Important Legal Statement:
This Refund & Returns Policy:
• Does not exclude or limit your statutory consumer rights
• Operates alongside your legal rights, not instead of them
• Provides additional benefits beyond legal minimums in some cases
• Cannot reduce your rights under consumer protection law
Illegal Exclusions:
We cannot and do not exclude liability for:
• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Breach of your legal rights relating to goods
• Any other liability that cannot be excluded or limited under applicable law
Your Rights Are Protected:
If any term in this policy conflicts with your legal rights, your legal rights take precedence. Contact Citizens Advice (UK), European Consumer Centre (EU), or your national consumer protection agency for guidance on your rights.
Where to Get Help
UK Customers:
Citizens Advice:
• Website: https://www.citizensadvice.org.uk/
• Phone: 0808 223 1133
• Free, independent advice on consumer rights
Trading Standards:
• Contact your local Trading Standards office
• Can investigate unfair trading practices
Alternative Dispute Resolution:
• We're committed to resolving disputes directly
• If we can't resolve your complaint, you may be eligible for ADR through approved schemes
EU Customers:
European Consumer Centre (ECC):
• Find your country's ECC: https://ec.europa.eu/consumers/ecc/
• Free advice for cross-border purchases within EU
National Consumer Protection Agencies:
• Each EU country has consumer protection authority
• Can provide guidance on your rights
Online Dispute Resolution (ODR) Platform:
• EU platform for resolving online purchase disputes
• Website: https://ec.europa.eu/consumers/odr/
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13. Governing Law and Jurisdiction
UK and EU Customers
Governing Law: This Refund & Returns Policy and all transactions between you and Spectrumtek are governed by the laws of England and Wales.
Jurisdiction:
• Disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales
• "Non-exclusive" means: You can also bring proceedings in the courts of your own country if you prefer (consumer protection)
• We cannot force you to litigate in England & Wales
Consumer Protection Override:
• If you are a consumer in Scotland, Northern Ireland, or an EU member state, you retain the right to bring proceedings in your local courts under consumer protection law
• Your mandatory consumer rights under local law cannot be excluded
• Local consumer protection law may provide additional rights beyond this policy
Why England and Wales:
• Spectrumtek Ltd is registered in England and Wales
• Our primary business operations are UK-based
• Provides clarity for business operations
• Does not diminish your consumer rights in your country of residence
Language and Interpretation
Official Language: This policy is drafted in English. If translated into other languages, the English version takes precedence in case of discrepancies.
Interpretation:
• Plain language interpretation preferred
• Consumer-friendly interpretation if ambiguity
• Headings for reference only (don't limit or define terms)
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14. Changes to This Returns Policy
Spectrumtek reserves the right to update this Refund & Returns Policy to reflect changes in law, business practices, or service improvements.
How We Update This Policy
When Updates Occur:
• Changes to UK or EU consumer protection law
• Improvements to our returns processes
• Addition of new product categories with specific terms
• Feedback from customers or regulatory guidance
• Clarification of existing terms
Notification of Changes
Minor Updates:
• Posted on this page with updated "Last Updated" date
• No additional notification required
Material Changes:
• Email notification to registered customers
• Prominent website notice
• Reasonable notice period before changes take effect
• Clear explanation of what's changed
What Constitutes Material Change:
• Reduction in return period or rights
• Addition of significant exclusions or fees
• Changes to refund processing
• Alterations to warranty coverage
Which Version Applies to Your Order
Orders Placed Before Update:
• Governed by policy in effect at time of purchase
• Saved version available upon request
Orders Placed After Update:
• Governed by current policy
• You accept current terms by placing order
How to Check:
• Review "Last Updated" date at top of page
• Compare to your order date
• Contact us if questions about which version applies
Staying Informed
Check Periodically:
• Review this page before making purchases
• Check "Last Updated" date
• Subscribe to our newsletter for important updates
Questions About Changes: Email info@spectrumtek.co.uk if you have questions about policy changes or how they affect your existing order or warranty.
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15. Company Information and Contact Details
Full Company Details
Legal Entity Name: Spectrumtek Ltd
Company Registration Number:
VAT Registration Number: [Add your UK VAT number]
Registered Office Address:
Spectrumtek Ltd
71-75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom
Country of Incorporation: England and Wales
Business Description: Specialist supplier of professional LED light bars, work lights, spotlights, controllers, and automotive/industrial lighting accessories
Geographic Markets Served: United Kingdom and European Union
Contact Information for Returns and Refunds
Email (Primary Contact Method):
info@spectrumtek.co.uk
Recommended Email Subject Lines:
• "Return Request – Order [Number]"
• "Warranty Claim – Order [Number]"
• "Faulty Item – Order [Number]"
• "Refund Inquiry – Order [Number]"
Response Times:
• Returns/refund inquiries: Within 24 hours (business days)
• Warranty claims: Within 24-48 hours
• General questions: Within 48 hours
Postal Address for Returns:
The Patch, Pound Farm Lane, Ash Green, Aldershot, Guildford, GU126EH
Important: Always obtain return authorization before sending items. Do not send returns to registered office address without prior instruction.
Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM (GMT/BST)
Saturday: Closed
Sunday: Closed
UK Bank Holidays: Closed
Phone:
Website:
www.spectrumtek.co.uk
Customer Support Channels
For Different Types of Inquiries:
Pre-Purchase Questions:
• Product selection advice
• Compatibility questions
• Specification clarifications
• Compliance and legal use questions
• Email: info@spectrumtek.co.uk
Order Status:
• Tracking information
• Delivery estimates
• Order modifications
• Email: info@spectrumtek.co.uk
Returns and Refunds:
• Return requests
• Refund status
• Exchange requests
• Email: info@spectrumtek.co.uk (subject: "Returns")
Warranty Claims:
• Product failures or defects
• Warranty coverage questions
• Replacement requests
• Email: info@spectrumtek.co.uk (subject: "Warranty Claim")
Technical Support:
• Installation guidance
• Troubleshooting
• Wiring questions
• Compatibility issues
• Email: info@spectrumtek.co.uk (subject: "Technical Support")
Complaints and Feedback:
• Service complaints
• Suggestions for improvement
• Compliments and reviews
• Email: info@spectrumtek.co.uk (subject: "Feedback" or "Complaint")
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16. Summary – Your Rights at a Glance
14-Day Cooling-Off Period (UK & EU): ✅ Cancel within 14 days without reason
✅ Return within 14 days of cancellation
✅ Full refund within 14 days of us receiving return
❌ You pay return shipping (for change of mind)
Faulty, Damaged, or Incorrect Items: ✅ Contact us within 48 hours
✅ We cover all return shipping costs
✅ Replacement, repair, or full refund (including original shipping)
✅ Your statutory rights under UK/EU law
Returns Eligibility: ✅ Unused, original condition, original packaging
✅ All components and accessories included
✅ No signs of installation or modification
❌ Restocking fee up to 20% if condition compromised
Warranty Coverage: ✅ 24-month manufacturer warranty
✅ Covers manufacturing defects and component failures
✅ Free repair or replacement
❌ Does not cover installation damage, misuse, or modifications
Refund Processing: ✅ UK/EU: Within 14 days of receiving return
✅ Usually 5-7 business days
✅ Refund to original payment method
✅ 3-10 additional days for bank processing
Sale Items: ❌ No change-of-mind returns (final sale)
✅ Still covered if faulty, damaged, or misdescribed
Exchanges: ✅ Available for unused items in original condition
✅ You pay return shipping; we pay replacement shipping
✅ Pay/receive difference in price if applicable
We're Here to Help: 📧 info@spectrumtek.co.uk
Monday-Friday, 9 AM - 5 PM GMT
71-75 Shelton Street, London, WC2H 9JQ, UK