Returns and Shipping Policy
30 day manufacturing Warranty applies to Super Mat Pack. If they
have a manufacturing fault.
Our Service centre is in USA. Accessories such as straps and cables and power
adapters have a limited 30 day Warranty. For leads/cables a 1 x week warranty.
GB4000 Super Mat Packs are shipped world-wide, from USA. The usual time for delivery is
2-7 days plus or minus. Payment can be made by Credit Card, or use the PAYPAL
members payment facility. PayPal now accepts all Credit Cards if you require an
express checkout.
Please contact our USA office on 206-708-6408 for the Return address
but this needs to be mentioned. There is a different address if a machine
needs to be returned.
HOW TO SEND GOODS BACK: (This is extremely rare, but we need to have the returns
policy listed, none the less). Please contact the USA office to find out how to
send the goods back. We will not be responsible if the machine is not sent back
correctly.
This is what you need to know if you want to return goods to us: Within 7 days:
Customers in USA have the right to withdraw from the purchase of unused, unsealed
items within seven working days of the day after the date the item is delivered.
We are NOT legally obliged to return outgoing shipping costs or for the customer’s
cost for shipping goods back to our warehouse. Items sent within the USA:
Even after 7 days, we allow returns sent within 2 weeks of delivery. A 10% value
of the order is taken off if the machine has been used due to the machine being
devalued as it will be a second hand item, which is a loss to the company. We do not
sell returned items, so the machine will return to manufacturer in Germany.
An administration/processing fee
will be charged due to costs, and the payment of our distributors who charge us
for each shipment and re-stock. This is not intended for profit but to cover our
shipping & processing and administration costs, and the payment of our
distributors who are an external company who charge us for each shipment and
re-stock and administration fees for testing equipment. Occasionally we have had
customers spending a large amount of time consulting with us, at our discretion,
we might take off a fee due to all the time spent. Depending on how much time we
have spent with the customer, we reserve the right to take into account a
consultation charge in the issuing of any refund. All machines must be sent back
Tracked and Signed for. If this is not done and the machine is lost we will not
refund and be responsible for the machine.
There are charges for all used accessories as we cannot do anything with used
items. No used accessories must be sent back for health and safety reasons. The
cost for shipping is non refundable. If you return a product and you do not send
the goods recorded / trackable, we will not be held liable or issue refunds for
goods which we have not received. You must include a note with your name and
post code written clearly with the package, or the original invoice.
POSTAGE OPTIONS: Delayed Delivery Outside the USA where “Air Mail Non Trackable”
has been selected If you selected “air mail non trackable – no refund in event
of loss” as your shipping method unfortunately this means what it says. Usually
the goods DO show up, but once the order has been sent there is no point in
contacting us for tracking information because as we explained when the option
was selected, it’s not trackable, and we do not issue refunds in the event of
loss. Goods sent outside the USA where a signed for service has been selected If
you select this shipping method, someone has to be available to sign for the
goods, though sometimes they leave the goods with a neighbour who signs for it.
If nobody is in, they should leave a note, but the fact is that they sometimes
fail to do so, so it is always worth checking with your delivery office. If this
happens we respectfully ask you to arrange re-delivery as these goods are not
lost. If you have not received your goods after 1 x week (outside USA) and within
1 day within the USA, please contact us, and we will investigate. Limitation Any
claims for non delivered items must be made within 10days of dispatch outside
(USA) and 4 x days within USA.
