Refund and Returns Policy

Return Address: our Store (bring-in)

Delivery Information: We do not delivery to Customer yet. Goods needs to be collected in our store.

Voluntary Code for the return of goods by you to us:

This code only applies as between you and us if you are a consumer. This code is intended to promote good relations between you and us. The code is entirely voluntary and does not affect your statutory rights.

Important
In individual circumstances the provisions of the voluntary code may be more or less favourable to you than your statutory rights. You are free to withdraw from the operation of the code at any time and pursue your statutory rights. If you are in any doubt about your statutory rights you may wish to consult a solicitor or customer affairs dept.

The Code

We recognise that goods supplied by us to you may not meet your expectations. In our experience there are many reasons why that may happen. Examples of those reasons include a defect in the goods at the point of delivery to you, incompatibility with existing components within your system, poor installation or simply slower performance than you require.

We are not able to establish why the goods have failed to meet your expectations without an opportunity of inspecting and testing the goods.

In any case where the goods fail to meet your expectations we invite you to return them to us with an explanation of the problem.

In any case where we agree that the problem has arisen because of a defect in the goods at the point of delivery to you:

we will refund the cost of the goods to you if returned within 15 days of the date of delivery; in any other case we will replace the goods or provide you with a credit for the cost of the goods.

In every case where you return goods upon the basis that there was a defect in the goods at the point of delivery to you we will inspect and test the goods.

Insofar as it may be established that there was no defect in the goods at the point of delivery to you, we reserve the right to charge you EUR20 as a contribution towards the cost of inspecting and testing the goods.

In any case where it is established that there was no defect in the goods at the point of delivery to you

• we will nonetheless try to assist you in resolving the problem
• depending upon the age and condition of the goods, we may be prepared to accept the return of the goods subject to a restocking charge and refund or credit the balance of the costs of the goods.
• insofar as the age or condition of the goods is such that we are unable to accept their return, we will redeliver the goods to you. You agree to pay to us the reasonable cost of re-delivering the goods to you.

Rejection of the goods:

• If you properly reject any of the goods which are not in accordance with the contract you shall nonetheless pay the full price for such goods unless you return such goods to us at your cost before the date when payment of the price is due.

Return of goods which are in accordance with the contract:

• No goods delivered to you which are in accordance with the agreement will be accepted for return by us without our prior written approval (in accordance with our returns authorization procedure) and on terms to be determined at our absolute discretion.
• If we agree to accept any such goods for return you shall be liable to pay handling charges. Such goods must be returned by you to us carriage-paid and in the original packaging.
• Goods which are in accordance with the agreement and are returned without our prior written approval may at our absolute discretion be returned to you or stored at your cost without prejudice to any other rights or remedies we may have.
• The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

The warranty does not cover:

• Defective products due to any malfunction, fire, overheating, flood, accident, negligence, misuse, improper handling/operation, acts of God and damages caused by over/under voltages, lightning and liquids.
• Products that have been damaged due to unprofessional installation, repair, alteration or modification.
• Consumables or parts requiring replacement due to wear and tear (e.g. ink, optical storage, keyboards, mice, touchpads, batteries, fuses, light bulbs, projector bulbs, charging ports, etc)
• Products with serial number label defaced, modified or removed.
• Value/standard power supplies.
• Printers which have been used with non-original cartridges/toners during any part of the warranty period.
• Operating systems, Windows updates, software corruption, computer viruses/spyware/malware, games and incorrect firmware upgrades.

 

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@souq.mt and send your item to: {see under contact – store address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.