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Refund policy

Returns Policy

Products on this website are sold by Futronix Electronic Limited (the "Seller"). Returns and refunds are handled in the UK on the Seller's behalf by Neat Commerce Limited ("Neat Commerce"). Your rights under this policy are rights against the Seller.

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Changing your mind

You can cancel your order for any reason within 14 days of the day after you receive your goods.

  • To cancel, email team@norwich-cameras.co.uk with your order number, or use the cancellation form at the end of this policy. You do not need to give a reason.
  • Return the goods within 14 days of telling us you are cancelling.
  • Return postage for change-of-mind returns is paid by you. We recommend a tracked and insured service, as you are responsible for the goods until they reach us.
  • Condition: you may handle an item as you would in a shop to check it. Please return it complete, with all original packaging, accessories and documentation. If an item has been handled more than is necessary to establish its nature, characteristics and functioning, we may reduce your refund to reflect any loss in value.

The right to cancel does not apply to sealed software or memory media that have been unsealed after delivery, or to goods made to your specification.

2. Faulty or not as described

If an item is faulty, not as described or not fit for purpose, you have the following rights against the Seller:

  • Within 30 days of delivery: you can reject the item for a full refund.

Products also come with a manufacturer's warranty, which is in addition to these rights. Neat Commerce will help coordinate warranty repairs through the Seller or authorised service partners.

3. Damaged, missing or late deliveries

If your order arrives damaged, or has not arrived, please tell us within 7 calendar days of the expected delivery date. Courier claim deadlines are short, and late notification may limit our ability to investigate with the courier. This does not affect your statutory rights where goods are not delivered.

4. How to return an item

  1. Email team@norwich-cameras.co.uk with your order number and the reason for the return.
  2. We will confirm the return and give you any instructions.
  3. Send the item to our UK returns address: Neat Commerce Limited (Returns), Unit GF3 Crafton House, Rosebery Business Park, Mentmore Way, Poringland, Norfolk, NR14 7XP
  4. Keep your proof of postage.

Please do not send returns to the Seller's Hong Kong address.

5. Refunds

  • Refunds are paid by the Seller to your original payment method.
  • Change-of-mind cancellations: we refund the price of the goods and the standard delivery charge you paid, within 14 days of receiving the goods back or of you providing proof that you have returned them, whichever is sooner. If you chose a more expensive delivery option, we refund only the cost of standard delivery.
  • Faulty goods: we refund within 14 days of agreeing that you are entitled to a refund.
  • Import charges: import VAT, duties or courier clearance fees were paid by you directly to HMRC or the courier, not to the Seller or Neat Commerce. We cannot refund these, but you may be able to reclaim them from HMRC when goods are returned.
  • Depending on your bank or card provider, a refund may take a few working days to appear on your statement.

6. Contact

Email: team@norwich-cameras.co.uk Telephone: 01603 340727

Seller: Futronix Electronic Limited (business registration number 78500428), Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong SAR

Returns and customer service, on behalf of the Seller: Neat Commerce Limited (company number 10994650), Unit GF3 Crafton House, Rosebery Business Park, Mentmore Way, Poringland, Norfolk, NR14 7XP

Cancellation form

Complete and return this form only if you wish to cancel your order.

To: Neat Commerce Limited, on behalf of Futronix Electronic Limited, Unit GF3 Crafton House, Rosebery Business Park, Mentmore Way, Poringland, Norfolk, NR14 7XP. Email: team@norwich-cameras.co.uk

I hereby give notice that I cancel my contract of sale of the following goods:

  • Order number:
  • Ordered on / received on:
  • Name:
  • Address:
  • Signature (if sent on paper):
  • Date: