Returns Policy

Packnet Limited recognises that from time to time, products can be received by the user as faulty or can become faulty after purchase. With all purchases made from Packnet, we will attempt to remedy the problem.

Many customers attempt to return incomplete goods or return goods that are not faulty. Therefore, the following policies are in place to ensure fairness.

Once you have read and understood our returns policy, you may request an RMA number using this form.

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Returns Procedure

• You must contact Packnet Limited for authorisation before returning any goods. A Packnet Limited engineer will discuss the problems with you and decide on the best course of action.
• Please fill out the RMA Form to request an RMA number. A member of the Packnet Limited technical team will reach out to you.
• Unless we advise otherwise, all products should be returned to Packnet Limited, The Innovation Centre, Keckwick Lane, Daresbury, Cheshire, WA4 4FT.

"Reseller": the person or firm who purchases the Goods and/or Services from Packnet, either for its own use or on behalf of an End User.

• If the reseller has requested a credit for products in working order, Packnet will only accept products in a "resalable condition". Products being returned for credit must be returned to us with all items included in the original sale, including manuals, cables, disks and any free software items. Any goods returned for credit must be in original product packaging in a suitable condition (no writing or stickers on the manufacturer's box and packed securely inside an outer box).
• The right to cancel does not extend to business customers or goods collected from Packnet. All items returned as unwanted but in working order are subject to a minimum 15% handling charge.
• Where Packnet arranges for the collection of goods, it is still the reseller's responsibility to ensure that the goods are securely packaged and with Packnet's address clearly labelled on the outside of the outer box.
• Returned products must be adequately wrapped to prevent damage during transit, and the RMA number must be clearly marked on the outside of the package. It would help us speed up the processing of your return if you also included a detailed note of the fault.
• Packnet does not accept liability for packages damaged during transit, and proof of postage is not proof of delivery. All goods remain the reseller's responsibility until signed for by Packnet. You are therefore strongly advised to send your package by recorded delivery, registered post, or courier and maintain sufficient insurance to cover the value of the goods.
• The reseller is to bear the return carriage cost unless the fault has been classed as DOA*.
• When the package arrives back at Packnet, the product will be tested against the stated fault (if any). Tested products found to be in full working order will be returned to the reseller or end-user, and an invoice will be raised for return carriage.
• The warranty period starts on the date of despatch.
• Refunds will not be given for goods that are not faulty or where the operator is not able to use the products properly. You are expected to ensure that the product is fit for purpose before purchase. If you are unsure about the product's compatibility with your system or service, please contact our support team, who will be able to help and provide advice on the product's use.
• Warranty does not apply to any unit that has been subject to neglect, accident, abuse, misuse, misapplication, incorrect connection, or that has been subject to repair or alteration not authorised or undertaken by Packnet personnel.
• For products beyond the manufacturer's warranty period, Packnet may accept faulty units for repair, but resellers are responsible for the full cost of repairs, handling, and postage.
• Any refund or replacement is entirely at the discretion of Packnet Limited. 
• If you would like to request a return, phone us on 0161 660 2350.