1. Requesting a Return (RMA)
- All returns must be authorised by TFix before being sent back.
- To request a Return Merchandise Authorisation (RMA), customers must contact us by email at [email protected], providing order details, product description, and the reason for return.
- Once approved, you will receive an RMA number and instructions. Items returned without an RMA number may not be processed.
2. Timelines
- RMA requests must be submitted within 14 days of receipt of goods unless otherwise agreed under warranty.
- Once an RMA is approved, items must be returned to us within 14 days.
- We aim to process returns, repairs, or refunds within 10 working days of receiving the item.
3. Shipping Costs
- The customer is responsible for shipping costs when returning items unless the item is faulty, defective, or sent in error by TFix.
- For warranty repairs, TFix will cover the cost of return shipping back to the customer.
- Customers are advised to use a tracked and insured shipping method, as TFix is not responsible for items lost or damaged in transit.
4. Repairable vs. Non-Repairable Items
- Items deemed repairable under warranty will be repaired or replaced at our discretion.
- Items not repairable will either be:
- Refurbished and returned, if possible, or
- Recycled under WEEE regulations, with certification provided on request.
- Items with physical damage, liquid damage, or unauthorised modifications may be excluded from warranty coverage and returned at the customer’s expense.
5. Warranty Terms
- Repairs and refurbished items provided by TFix include a 90-day limited warranty covering parts and labour.
- Warranty does not cover accidental damage, misuse, tampering, power surges, or faults unrelated to the original repair.
- Data, consumables, and items marked for recycling are not covered by any warranty.
- If no fault is found, inspection and handling fees may apply.
6. Refunds
- Refunds are only issued where repair or replacement is not possible.
- Shipping fees and service charges are non-refundable unless the return is due to TFix error.