To return a product, please first read though the Zi-Clone Multimedia Terms And Conditions, then follow our returns procedure.
Return Policy
We know that you will be pleased with your purchases from Zi-Clone Multimedia. However, there may be occasions when you will need to return items to us.
Items Damaged in Transit
If any items were damaged in transit, it is important that you report it to us within 7 working days. If the items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we will issue a replacement or full refund to you via your original payment method.
Items Faulty on Arrival
If your items are faulty on arrival, you have 7 working days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method. As stated in our returns policy, we have to test returned items and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it is reported more than 7 working days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly.
Open-Box Items (Used)
Please note that our open-box (used) stock is sold with 90 calendar days warranty only, and therefore any claims under the warranty after 90 days of receipt will not be accepted.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 days of receipt. The item must not be used and must be ‘as new’ when returned to us. Once you have informed us that you wish to return goods under the DSR, you have 7 working days to do so, at your own expense. Once the item is received at Zi-Clone Multimedia will issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers.
Need to return an item?
You can request a return by filing in the RMA Request Form, Click here to download. Complete the form and e-mail it to Zi-Clone Multimedia. An RMA Number will then be issued. Details of how to return the product will be issued with the RMA Number. (Details for returning products can be found on the RMA form. No items must be sent without an RMA number. This number is important for tracking your return. Any item received without an RMA number on the outside packaging will be rejected by our warehouse.)
In addition to this policy you should also refer to our general Terms and Conditions of Sale.
Returns Frequently Asked Questions (FAQs)
Q. I have tried to raise a request but i have been asked to call someone else. Why is this?
A. In certain cases, manufacturers provide support direct to end users. They do this for many reasons, the main one is that they would like to ensure that their customers receive the best possible support on their products. If we refer you to a manufacturer your RMA will invariably be dealt with a lot quicker.
Q. What is the best way for me to return my items to you?
A. We always advise our customers to use some form of delivery that requires a signature on delivery. As a guide, the majority of items are returned to us using Royal Mail Special or Recorded Delivery as the service is usually easily accessible.
Q. I sent my item back to you but I did not put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?
A. If there is no Returns Merchandise Authorisation number (“RMA”) on the outside of the package then there is a good chance that this will lead to delays of up to 30 days in processing your return.
Q. I have received an incorrect item, what should I do?
A. Usually, such a mistake is flagged on our system so we may have the incorrect item(s) already on standby whilst we receive the incorrect items sent out to you. In such an event, please call our sales telephone line on 01922 746 840 to speak to one of our staff about the incorrect item that was received. Please have your invoice number at hand as it will be needed when requested by our sales staff. You will then be instructed of our returns procedure. The correct item will then be dispatched as soon as we have received the incorrect item.
Manufacturers Warranty Information
All items with a ‘manufacturers warranty’ must be returned to the manufacturer. If help is needed in returning an item to the manufacturer of your product, please contact us or visit our showroom.