Returns Policy (Radiotronics UK)

Cancellation & Returns Policy

If you change your mind about what you have purchased, and it has already been delivered, you may return eligible items* up to 14-days after delivery. Items must be returned in as-delivered condition with absolutely no broken packaging.

*eligible items are items over the value of £42 and not mentioned in the exceptions section below.

Order Stage

There may be a deduction from any refund given for cancellation depending on the current stage of your order.

Pending: If your order has not yet been processed, and we confirm your payment method has not yet been charged, the order can be cancelled without any deduction.
Processing: If your order has been processed and your payment method has been charged a combined 10% cancellation charge (which includes the original payment processing bank charge, the bank charge to refund and an administration fee) will be deducted.
Dispatched: If your order has been dispatched, the delivery company has already charged Marine Radios UK the delivery fee (even if we didn't originally charge you delivery). Therefore we will deduct this delivery cost to us in addition to the above deductions.
Delivered: If your order has been delivered, and the items have been opened, we charge a 15% restocking fee. This is because we have to check the goods and potentially repackage them in order to resell them as new. This is in addition to the cancellation and delivery deductions mentioned above.

Deductions

Deduction	Charge	Pending	Processing	Dispatched	Delivered
Cancellation	10%	✖	✔	✔	✔
Delivery	Varies	✖	✖	✔	✔
Restocking	15%	✖	✖	✖	✔

Exceptions

There are some exceptions to our returns and cancellations policy. Please read carefully. This section is non-negotiable.

Extremely Small Orders: Inline with UK distance selling legislation, any item priced under £42 is specifically excluded from our returns policy.
Ordered On Request Items: Where items have been ordered from a supplier specifically for your order, these items cannot be cancelled or returned.
Cellular Devices: Any device that utilises the cellular network is specifically excluded from this policy and covered by a different policy directly with the manufacturer.
Ordered On Request Items: Where items have been ordered from a supplier specifically for your order, these items cannot be cancelled or returned.
Made To Order Items: Items that are manufactured to order cannot be cancelled, even if they have not been dispatched. This is because once a manufacturing order has been placed and manufacturing starts, it can not be stopped.

Specific Exclusions

We are legally entitled to exclude certain items from being returned with genuine reasons. The following items are completely excluded from being returned for cancellation, but some items are returnable under warranty repair (see below).

Item Category	Cancelable	Warranty	Quarantine
Earpieces & Headsets	✖	✔	14-Days
Programming Cables	✖	✔	14-Days
Spare Parts	✖	✔	14-Days
Software & Firmware	✖	-	-
Virtual Products (Ofcom Licence)	✖	-	-
Entitlement IDs / Feature Licence Keys	✖	-	-
Remote Engineering	✖	-	-

Warranty

All products sold by Marine Radios UK are covered by the manufacturer's warranty. At the very minimum Marine Radios UK requires all of it's suppliers to offer a 12-month warranty on electrical goods and 30-day warranty on accessories. All of our suppliers meet or exceed these minimum standards, with the exception of excluded items.

Warranty Periods

These warranty periods apply to items purchased as brand new, boxed and unopened items only. Any items purchased as b-grade, open-box, ex-demo, used or for parts are explicitly excluded. If you have not explicitly purchased an extended warranty, standard warranty should be assumed.

Due Care: Items that have become faulty due to misuse or insufficient care may be rejected.

No Extension: Please note any repairs or replacements made will not extend the original guarantee of the product. This does not affect your statutory rights in the event of faulty goods.

Product Type	Standard Warranty	Extended Warranty	Turn Around Time
Two Way Radios (All Brands)	12-Months	Up To 5 Years	Max 28 Days
Batteries & Chargers	6-Months (IMPRES 12-Months)	None	Max 28 Days
Earpieces & Headsets	30-Days	None	Max 28 Days
Programming Cables	30-Days	None	N/A
Other	None	None	N/A

Initiate a Warranty Claim

If an item purchased develops a problem during the warranty period, Marine Radios UK will work with you and the supplier or manufacturer to resolve the problem. Marine Radios UK will liaise with the supplier or manufacturer to arrange a warranty claim.

Normal procedure is that, provided there is no user damage, the supplier or manufacturer will repair the item. In exceptional circumstances, the supplier or manufacturer may offer a replacement but this cannot be requested and is at the manufacturer's sole discretion. If the supplier or manufacturer suspects user damage, the warranty claim will be invalid and costs of repair will be payable by the client.

Warranty Deposit & Charges

Starting 1st July 2023, several manufacturers have introduced a "warranty deposit" where the client is required to pay a deposit upfront in order to initiate a warranty claim due to a large number of claims that turned out to have no fault found or damaged due to user abuse or lack of due care.

Warranty Deposit: The warranty deposit is a fee charged by Radiotronics that covers the exact same charge from a Manufacturer to Radiotronics with a 20% admin fee. If, during the warranty process, the manufacturer deems the issue to be a valid warranty claim, the deposit charge itself will be cancelled, or refunded where a payment was taken.

No Fault Found (NFF): This fee is charged by the manufacturer when the goods are tested and no fault is found, essentially wasting the manufacturer's time. This almost always happens when a battery or other accessory has become faulty and the end user fails to properly test the item using other known working accessories.

Fixed Price Repair (FPR): This fee is charged by the manufacturer when the item is deemed to be a) expired warranty period, or, b) damaged by the user.

Manufacturer	Deposit	No Faulty Found Fee	Fixed Price Repair Fee
Motorola Solutions	£60	£60	Depends on Model
Hytera	£60	£60	Depends on Model

Note: Prices above are exclusive of VAT. Return delivery is not included (extra) and is in line with our normal delivery rate.

To initiate a warranty claim, send an email to sales@marineradios.co.uk. We will reply with a returns number and a return address. DO NOT return an item to our address as it will be rejected and you will have wasted your money.

Important: Marine Radios UK does not pay return postage. Return postage is the responsibility of the client.

No Fault Found: If there is no fault found, some manufacturers have a "no fault found" charge, and may also charge you a postage charge to deliver the product back to you. We have no control over this; therefore please ensure the manufacturer or ourselves agree that there is a fault before returning the product.

Warranty Quarantine Period

For the safety of our employees and employees of our suppliers, all warranty returnable items are subject to a 14-day quarantine period. This will extend any supplier or manufacturer's normal warranty service level agreement (SLA, normal warranty turnaround time).

Return Postage

Marine Radios UK does not pay return postage for warranty claims. If the manufacturer returns your item to Marine Radios UK, you will be required to pay the postage costs to return it back to you.

Cancellation, Returns Policy & Warranty Updates

Marine Radios UK reserves the right to update this returns policy at any time without notice. A new returns policy supersede any previous returns policy and will be applied retrospectively.