Returning & Faulty Goods
Returning Unwanted items
When returning any unwanted items please contact our customer service team to inform them you would like to return the item. Please endeavour to return the items in their original, or in an alternative secure packaging. Our returns period is 31 days from the date of purchase. After this time, we may accept a return for a restocking fee but please do contact our customer service team before returning.
If the goods are returned unused and in a resalable condition, a refund will be made less any delivery and collection costs. On certain occasions a re-stocking charge maybe incurred. You will be made aware of these upon arranging the return of your item.
Please note any items that have been specifically manufactured to order are non-refundable unless faulty.
Returning Damaged items
At CNM Online we have a 'Repair or Replace' policy for all damaged or faulty items after the first 30 days of purchase. If your product arrives damaged, then please contact our customer service team within 24-48 hours of receiving your item.
Our process will require, photographic evidence of damage to the item and any serial numbers or product codes we may need. We will then arrange a collection of your damaged item, once your item has arrived back at our warehouse, our quality control department will inspect the damage or fault. We will then arrange for a replacement item to be sent out to you if the item cannot be repaired.
Please note we will only send a replacement item once we are in receipt of the faulty/damaged goods.
When returning any items that has developed a fault within the warranty period. We will either replace with new or repair your item where possible. If your product is out of its warranty period, please contact our customer service team on the below details and we will endeavour to assist you with a new item or repair at an agreed price!
*Please be aware in some instances, a re-stocking charge may apply. *
Faulty Goods
When an item is purchased and does not appear to be working correctly. We would first advise you check your instruction manual to ensure the item has been setup and configured correctly. Some electrical items have ‘re-set’ function, activating these can restore the item to its working state.
If your item is fitted with a plug and you do not appear to have any power going to the unit, we would recommend that you change the fuse before reporting the problem. This again may solve the problem.
If the item you purchased should develop a fault within the first 30 days, please contact our customer service team at cnmservice@cnmonline.co.uk A member of our team will contact you as soon as possible to ensure we deal with your fault/issue promptly.
If your item develops a fault after the first 30 days and is still within the warranty period! Again, contact our customer services team where we will endeavour to resolve the issue. We will require the date of purchase, model number and serial number/ batch number of your item.
Please have these to hand when you call our team.
Our suppliers or manufacturers operate differently, so the course of action may differ - depending on the item at fault.