About this policy

This policy covers orders placed on enttec.co.uk. The seller is ENTTEC Ltd, Spaces Victoria, 25 Wilton Road, London SW1V 1LW, United Kingdom.

Some parts apply differently depending on who is buying. A consumer is someone buying for personal use, not for their business. Where a section applies only to consumers or only to business customers, it says so. Nothing in this policy affects your legal rights as a consumer.

Order processing

We process orders within 24 hours on business days. Most items are in stock and ship the same day if you order before 2pm UK time.

Stock can occasionally run short, so if you need to know an item is available before you order, email sales@enttec.co.uk. If an item turns out to be out of stock, back-ordered or discontinued, we’ll email you and you can cancel for a full refund.

Order acceptance

Your order confirmation email tells you we have received your order. The contract is made when we email to confirm your order has shipped. Until then, we may decline an order, and if we do we refund you in full.

If a product has been updated or replaced by a newer version since you ordered, we’ll check with you before sending the newer version.

Pricing errors

If a product or price is listed with an obvious error, we may cancel the order, even after confirming it. We’ll tell you straight away and refund anything you have paid in full.

Shipping and delivery

Shipping is calculated at checkout from the size and weight of your order. The total shown at checkout is what you pay us. If a shipping charge ever needs to change, we’ll ask you first, and you can cancel for free.

Delivery times depend on where you are and the shipping option you choose. If you need an item by a certain date, email sales@enttec.co.uk before you order. Unless we agree a date with you, we deliver within 30 days.

Orders shipped outside the UK, including to the EU, may be charged import VAT, duties or customs fees by the carrier on delivery. These are set by the destination country and are not included in our price.

Next Day shipping means your order arrives one day after it leaves our warehouse. If an item is back-ordered, we’ll email you within 1 business day and you can choose to cancel or wait.

PayPal orders

If you check out with PayPal, we ship to the address you confirm in PayPal, so please check it before you complete your order. Once an order has shipped, the courier can change the delivery address for you. We email tracking details to your PayPal email address when your order ships.

Order status

We email you when we receive your order and again when it ships. You can check your order status any time in your account. For anything else, email sales@enttec.co.uk.

Receiving your delivery

Please check your delivery when it arrives. If anything looks damaged, ask the driver to note it and email us at sales@enttec.co.uk so we can sort it out. This helps us claim from the courier, but it does not affect your legal rights.

Items damaged in transit

If something arrives damaged, tell us as soon as you can at sales@enttec.co.uk, with photos if possible. Keeping the packaging helps us claim from the courier, but it is not a condition of your refund, repair or replacement.

Business customers must report transit damage within 15 days of delivery.

Faulty items: your legal rights

Everything we sell must be as described, fit for purpose and of satisfactory quality. If it isn’t, you have legal rights against us as the seller.

UK consumers. You can reject a faulty item for a full refund within 30 days of delivery. After that, you can ask for a repair or replacement, and if that doesn’t fix the problem, a price reduction or a refund. You can make a claim up to six years after delivery (five in Scotland).
EU consumers. You have a legal guarantee of conformity for at least two years from delivery. If an item is faulty, you can ask for a repair or replacement, and if that isn’t possible or doesn’t fix the problem, a price reduction or a refund.

Repairs and replacements under these rights are free of charge, including shipping both ways.

ENTTEC warranty

On top of your legal rights, we offer a return to base manufacturer warranty. It is extra. It does not replace or reduce your legal rights, and you can choose which to use.

• Who gives it: ENTTEC Ltd, Spaces Victoria, 25 Wilton Road, London SW1V 1LW, United Kingdom.
• What it covers: faults in materials and workmanship in ENTTEC products.
• How long it lasts: 3 years from delivery for most products, and 2 years for some, such as pixel strips and LED strips. The period for each product is shown on its product page.
• What we do: repair or replace the product, free of charge.
• Shipping: you pay shipping to us and we pay shipping back to you. We pay shipping both ways if you are an EU consumer and the product has a 3-year warranty, or if you are a consumer and the fault is also covered by your legal rights.
• Not covered: damage from accidents, misuse, water, lightning or power surges, or from modification or repair by anyone other than ENTTEC.

EU consumers: on products with a 3-year warranty, our warranty is a producer’s commercial guarantee of durability. It covers the whole product, and repairs or replacements are free of charge, including shipping both ways, for the full 3 years. These products show the EU GARAN label on their product page.
How to claim: email sales@enttec.co.uk with your order number and a short description of the fault. We reply within 1 business day with a return number and shipping instructions.

Changing your mind (consumers)

You can cancel your order within 14 days of receiving it, without giving a reason. To cancel, email sales@enttec.co.uk or send us the cancellation form below. Any other clear statement works too.

Send the item back within 14 days of telling us. We refund everything you paid, including standard delivery, within 14 days, using the same payment method. We can wait to refund until we have the item back or proof that you have sent it. You pay the cost of sending it back. If you paid for faster delivery than our standard option, we refund the standard delivery cost only.

You can open the item and try it as you would in a shop. If it has been used beyond what is needed to check it, we may reduce the refund to cover the loss in value.

Cancellation form

If you want to cancel, you can copy this into an email to sales@enttec.co.uk or send it by post to ENTTEC Ltd, Spaces Victoria, 25 Wilton Road, London SW1V 1LW, United Kingdom. You don’t have to use it.

To ENTTEC Ltd, Spaces Victoria, 25 Wilton Road, London SW1V 1LW, United Kingdom, sales@enttec.co.uk:

I give notice that I cancel my contract for the sale of the following goods: [items]

Ordered on: [date] / Received on: [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]

Software purchases

You can cancel a software licence within 14 days of buying it. If you ask us to deliver your licence straight away and confirm at checkout that you understand this ends the right to cancel, the right ends once the licence is delivered.

This does not affect your rights if the software is faulty. Free demo versions are available to try before you buy.

Returns

To return an item, email sales@enttec.co.uk with your order number and the reason. We reply within 1 business day with a return number (RMA) and instructions. The return number helps us process your return quickly. For consumers it is not required, and there is no fee for returning without one.

Please pack items carefully, with all their parts and documentation, and email us the tracking number once they are on their way. We email you when your refund, repair or replacement has been processed.

If we sent you the wrong item, or the item is faulty and covered by your legal rights, we pay the return shipping.

Business customers

If you are buying for your business, these terms apply in place of the consumer sections above, to the extent the law allows:

• Returns: unopened items can be returned within 7 days of delivery, for credit less shipping and a 15% restocking fee. Items returned incomplete or not in a resaleable condition may be charged up to their full value.
• Faulty items: faults reported within 30 days of delivery are replaced or credited. After that, the ENTTEC warranty applies.
• Returns without an RMA: may be charged a 15% restocking fee or sent back to you. An RMA number is valid for 2 weeks.
• Cancelling after dispatch: you pay shipping both ways, even if the delivery is refused.
• Liability: we are not liable for loss of profit, business, revenue or data, or for any indirect or consequential loss, arising from a product fault.