Transparent IT Expo - Portsmouth - Wednesday 13th March 2024

Returns & Refunds

By purchasing from Transparent Communications you are agreeing to the terms of this contract. Please make careful note of the conditions relating to the return of purchased items. To raise a return please either go to the Contact Us section of the website or email [email protected]. All returns have to be made in writing. 

Damages and defective goods must be notified to us within 2 days from receipt of goods. If goods arrive damaged, please sign for them as damaged as this helps us when claiming against our couriers for goods damaged in transit. No goods may be returned without a valid RMA number. 

Incompatible Equipment

Transparent Communications Ltd accepts no responsibility for compatibility or applicability with customers’ existing systems of any item offered for sale. 

We do not operate a “try before you buy” policy. It is the responsibility of the customer to ensure that the goods purchased meet their own requirements for use. All product specifications on the website are reproduced from the relevant manufacturers’ own data. 

Transparent Communications Ltd accepts no liability for any errors, omissions or inaccuracies in the information provided by the manufacturer.

Transparent Communications Ltd cannot guarantee the performance of wireless equipment at customers’ premises. Many factors which are beyond the control of Transparent Communications Ltd affect wireless transmissions. Customers must allow for and take into consideration these external factors when purchasing equipment.

All goods supplied by Transparent Communications Ltd are sourced in the UK and are intended for use within the UK. Customers outside the UK assume all risk and legal implications of using UK-specified equipment.

UK-specific functionality of products may include:

  • UK power supplies
  • UK ADSL annex A firmware
  • UK Wi-Fi channels
  • BT-style phone jacks and socket

All documentation is provided in English. Other languages may be included at the manufacturer’s discretion. Transparent Communications will not be liable for warranties and/or other legal considerations outside of the laws of the UK.

Clearance Items

All products available for sale in the clearance section of this website are offered for sale “as is”. Condition, availability and warranty periods for these items vary and are indicated clearly for each item. 

Contract Cancellation

Under the United Kingdom’s Consumer Contract Regulations, if you have purchased as a private individual (end consumer), you have the right to cancel the contract for the purchase of any item purchased on this website by serving a notice to the supplier within 14 days of delivery. 

The notice will be validly served on the supplier if the customer:

  • Leaves it at the address last known to the customer and addressed to the supplier or another person by name (in which case it is taken to have been given on the day on which it was left); or
  • Sends it by post to the address last known to the customer and addressed to the supplier or another person by name (in which case it is to be taken to have been given on the day on which it was posted); or
  • Sends it by facsimile to the business facsimile number last known to the customer (in which case it is taken to have been given on the day on which it was sent); or
  • Sends it by electronic mail, to the business electronic mail address last known to the customer (in which case it is taken to have been given on the day on which it was sent)

The effect of the notice will be that the contract is treated as though it had never been made.This applies to all of our products.

However, we regret that we cannot accept cancellations of contracts for:

  • Business customers – The Consumer Contract Regulations do not apply to these orders. 
  • The supply of goods or services the price of which is dependent on fluctuations in the financial market which cannot be controlled by the supplier;
  • For the supply of goods made to the customer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This includes, but is not limited to pre-built/configured network storage solutions;
  • For the supply of audio or video recordings or computer software/licence keys if they are unsealed by the consumer;
  • When goods have been opened / manufacturer seals have been broken or where goods have been used excessively used / handled. 

We do where possible accept returns but they may be subject to a diminished value fee.   

In addition to serving the cancellation notice, you must also request an RMA number from us to cancel a contract.

An RMA number must be requested online through our Contact Us form or you can email us at [email protected]. All returns are done in writing. 

Please indicate the reason for return as Contract Cancellation. You will receive an email with an RMA number and the address to send the item(s) to together with a written request to return the item. Please note that RMA requests can take 24 – 48 hours to process.

You must package the relevant item securely and send it to us so that we receive it within 5 working days of the date that the RMA number was issued to you. The return address will be advised with the RMA number. Items received after the 5-day period will not be accepted.

For your protection, we recommend that you use a recorded delivery service. You will be responsible for the costs of returning the goods to us (unless we delivered the item to you in error).

Items returned without a valid RMA number will not be accepted and will be returned to the sender, at the sender’s expense. Do not return items to our registered business address without an RMA number – the package will not be accepted. Every RMA number issued will include delivery information. Under the United Kingdom’s Consumer Contract Regulations, the purchaser is under the obligation to keep the items to be returned in a condition that will allow them to be resold as new. Transparent Communications Ltd will determine if the condition is fit for resale as new.

For the avoidance of any doubt, in order for items to be resold as new, they must be unopened, unused, free of damage and the shrink wrap must be intact.

If any item is returned in a condition not suitable for resale as new, for whatever reason (including, but not limited to, damaged packaging, damaged products, unsealed software, missing items and items that have been worn etc) the item will either be refunded and incur a restocking fee to account any diminished value or the item will be rejected and returned to you.

Refunds are issued for the cost of the products returned and do not include delivery charges or credit card fees. All contract cancellations where credit cards were used will incur an extra 2% processing fee.

Returning Faulty Items

Under the Consumer Rights Act, end consumers have a right to reject goods that are faulty or not as described and get a full refund within the first 30 days. 

After 30 days you will be entitled to a repair or replacement if your item develops a fault, under the manufacturer’s warranty.

This right to a refund doesn’t apply to purely digital products though – such as software, games or apps that you buy as downloads. 

If your goods develop a fault you may return the goods to us (see requirements below) or you may claim against the warranty that is provided by the manufacturer.

You are encouraged to contact the manufacturer’s technical support engineer before electing to return a product as many “faults” can be rectified by an engineer without the need for a product return. You can find contact details for all manufacturers on the Manufacturer Support Contacts page.

To return a faulty item within 30 days you must first request an RMA number. An RMA number must be requested online through our Contact Us form. Please indicate the reason for the return as a faulty item.

You will either receive an email with an RMA number together with the address to send the item(s) to or (for certain products only) be advised to contact a manufacturer directly for a replacement.

Before returning any item as faulty you must:

  1. Ensure that the latest drivers, firmware and/or software are installed as recommended by the manufacturer.
  2. Contact the manufacturer’s technical support to determine the likelihood that the item actually is faulty, and obtain a case number for use with the return request.
  3. Technical support contact information for all manufacturers can be found on our Manufacturer Support Contacts page.

When returning an item please package the relevant item securely and send it to us so that we receive it within 10 working days of the date that the RMA number was issued to you. Items received after 10 days will not be accepted and will be returned to the customer at the customer’s expense.

For your protection, we recommend that you use a recorded delivery service. Replacement items will only be dispatched after the faulty item has been received and tested at our premises. Dispatch of replacement items is subject to availability.

Transparent Communications Ltd accepts no liability for any consequential loss incurred due to faulty items or any reasonable delay in supplying replacement items. At the discretion of Transparent Communications Ltd, we may replace the faulty item or offer you a credit note, refund or suitable replacement.

All items returned to Transparent Communications Ltd as faulty will be tested. Any product found to be not faulty will be refunded and incur a restocking fee of 30%. Items returned without a valid RMA number will not be accepted and will be returned to the sender, at the sender’s expense.

If it is agreed that the returned goods are to be collected by Transparent Communications you will be asked to confirm the most suitable day for your collection to be booked. All booked collections will be done with a courier service and collection can be made weekdays between the hours of 9:00-17:30. In these instances, Transparent Communications will make one attempt at collection. If the package is not ready for collection on the date arranged or the couriers are unable to collect due to any circumstances not down to their non-appearance on the collection date then the responsibility for returning the goods will be with the customer.

For goods being returned as damaged, we must be notified by you within 2 days that items are damaged and if the box in which the package has arrived in is damaged, the goods must have been signed for as damaged with the courier delivering the goods. Transparent cannot accept responsibility for goods reported as damaged after this time has elapsed.