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Refund and Returns Policy

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Returns Policy

Thank you for shopping with us. We want you to be completely satisfied with your purchase. If for any reason you need to return an item, please read our policy below.

1. Eligibility for Returns

  • You may return most new, unopened items within 14 days of receipt for a refund or exchange.

  • Items must be returned in their original packaging, complete with all accessories, manuals and cables.

  • Products that show signs of installation, activation or use may be subject to a restocking fee, or may not be eligible for return.

2. Exclusions

We are unable to accept returns for:

  • Software licences or downloadable items once activated.

  • Headsets, earpieces or in-ear products where the packaging seal has been broken, for hygiene reasons.

  • Special-order or customised equipment that is not part of our standard stock.

3. Faulty or Damaged Items

  • If your product arrives damaged or develops a fault within 30 days, please contact us immediately for a replacement or refund.

  • For faults reported after 30 days, the item will be covered under the manufacturer’s warranty. We will assist you with the warranty claim process.

4. How to Return an Item

  1. Contact our customer support team at sales@excelconnect.co.uk with your order number and reason for return.

  2. You will receive a Returns Authorisation and instructions on how to send your item back.

  3. Pack the item securely and send it to the address provided. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

5. Refunds & Exchanges

  • Once your return is received and inspected, we will notify you of the outcome.

  • Approved refunds will be processed within 7 working days back to your original payment method.

  • If you request an exchange, we will dispatch the replacement once the returned item has been checked.

6. Return Shipping Costs

  • If you are returning an unwanted item (change of mind), you will be responsible for the return shipping costs.

  • If the return is due to our error (wrong item sent, damaged or faulty product), we will cover the return postage or provide a prepaid label.

7. Contact Us

If you have any questions about this policy or need help with a return, please contact our support team at:
Email: sales@excelconnect.co.uk
Phone: 0800 711 7111