PRO DJKIT Ltd Returns & Refunds Policy

PRO DJKIT Ltd Returns & Refunds Policy

At PRO DJKIT Ltd, we want you to be completely satisfied with your purchase. We understand that sometimes an item might not be exactly what you need, or issues may arise. This policy outlines our commitment to hassle-free returns and refunds, in line with your statutory rights and Google Merchant Center requirements.

1. Our Money Back Guarantee

New Products: All new products purchased from PRO DJKIT Ltd come with a 30-day Money Back Guarantee from the date of delivery. If you change your mind within this period, you can return the item for a full refund or exchange.
Nearly New & Ex-Demo Products: These items come with a 14-day Money Back Guarantee from the date of delivery.
Secondhand Products: Secondhand products are covered by a 14-day Money Back Guarantee from the date of delivery.

2. Eligibility for Returns (Change of Mind / Unwanted Items)

To be eligible for a return under our Money Back Guarantee (i.e., for unwanted items or change of mind), the product must meet the following conditions:

"As New" Condition: The item must be in "as new" condition, meaning it has not been handled beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This is akin to handling in a retail shop environment.
Original Packaging: The product must be well-packaged and returned in its original, undamaged packaging, including all accessories, manuals, and cables.
No Signs of Use/Damage: The item should show no signs of use, wear, marks, or scratches.
Software/Hygiene Exceptions: For hygiene and software licensing reasons, some items are only eligible for return if they are unused, sealed in their original packaging, and with all software still unregistered. This includes, but is not limited to:
- Headphones (once opened)
- In-ear monitors
- Microphones (once opened)
- Software (once activated or seals broken)
- Consumables (e.g., stylus, vinyl, crossfaders) once opened or used.
- Custom-made or specially ordered items to your specifications may not be returnable unless faulty.

3. Faulty or Damaged Items

Within 30 Days (Consumer Rights Act): If an item is faulty, not as described, or unfit for purpose within 30 days of delivery, you have a legal right to reject the goods and receive a full refund. Please contact us as soon as possible to report the issue. We will arrange free collection of the faulty item and process your refund promptly upon inspection.
After 30 Days (Warranty): After 30 days and within the manufacturer's warranty period (typically 1-3 years, as specified on the product page), we will arrange for the repair or replacement of faulty items. We will advise you on the process, which may involve returning the item to us or directly to the manufacturer's service centre.
Damaged in Transit: Any goods received that have suffered damage in transit must be reported to PRO DJKIT Ltd as soon as possible, and at the latest within 48 hours of receiving the goods. Please provide photographic evidence of the damage to the packaging and the item. We will arrange free collection of the damaged goods and deliver a replacement as quickly as possible at our expense.

4. How to Initiate a Return

To initiate a return, please follow these steps:

Contact Us: Email our customer service team at [Insert your customer service email, e.g., returns@djkit.com] or call us on [Insert your customer service phone number]. Please provide your order number and the reason for the return.
Return Authorisation: We will provide you with a Return Authorisation (RA) number and detailed instructions on how to return your item. Please do not send items back without an RA number, as this may delay the processing of your return.
Packaging: Carefully package the item in its original packaging with all accessories. Ensure it is adequately protected for transit.
Shipping:
- Unwanted Items: For change of mind returns, the customer is responsible for the cost of returning the goods to PRO DJKIT Ltd. We recommend using a tracked and insured shipping method.
- Faulty/Damaged Items: For faulty or damaged items, PRO DJKIT Ltd will cover the return shipping costs and arrange for collection.

5. Refunds

Processing Time: Once your returned item is received and inspected by our team, we will send you an email notification regarding the approval or rejection of your refund. If approved, your refund will be processed within 7-10 business days of receiving the returned goods.
Refund Method: Refunds will be issued to the original method of payment used for the purchase.
Shipping Costs (Unwanted Items): For unwanted items or change of mind returns, the original standard delivery charges paid at the time of order will be refunded. Any enhanced delivery services (e.g., expedited, timed, or Saturday delivery) will not be refunded.
Restocking Fees: In certain circumstances, if an item is returned not in "as new" condition, or if exceptions are made for returns outside of our standard policy, a restocking fee (minimum 25%) may be applied at our discretion, in line with our terms and conditions.

6. Exchanges

We are happy to arrange an exchange for an alternative item if you change your mind and the returned item meets our eligibility criteria. For faulty items, we will offer a replacement where possible.

7. Order Cancellation

You have the right to cancel an order for new items purchased from our website or placed over the telephone or by email up to 30 days after delivery (14 days for secondhand goods). To cancel an order, please inform us in writing (email is preferred) within this timeframe. If the goods have already been dispatched, you will be responsible for returning them to us at your expense.

8. Important Notes for Google Merchant Center:

This returns policy is prominently displayed and easily accessible on our website, linked from the footer, product pages, and checkout page.
We accept returns for both defective and non-defective products (with conditions for the latter).
Our standard return window is 30 days for new products.
We clearly state who pays for return shipping in different scenarios (customer for change of mind, PRO DJKIT Ltd for faulty/damaged).
Any restocking fees are clearly outlined.
The condition of returned products (new, slightly used, unopened) is specified.
Clear instructions on how to initiate a return are provided.
Refund processing times are stated.

9. Contact Us

If you have any questions about our returns policy, please don't hesitate to contact our customer service team:

Email: hello@djkit.com
Phone: 01635 780002
Address for Returns (by prior arrangement with RA number): PRO DJKIT Ltd DJKIT® RETURNS Unit 3 Waterside Court, Bone Lane, Newbury, RG145SH