Refund policy
RETURN AND REFUND POLICY
At Boltz Electronics, we want customers to purchase with confidence. This policy explains our procedures for cancellations, returns, damaged or faulty products, replacements and refunds.
Nothing in this policy limits, excludes or replaces any statutory consumer rights that cannot legally be excluded. Where mandatory consumer protection laws in a customer's country or region provide additional rights, those rights will continue to apply.
CHANGE-OF-MIND RETURNS
For customers in the United Kingdom purchasing online, you may notify Boltz Electronics that you wish to cancel an eligible order within 14 days of receiving the goods, without having to provide a reason.
Once you have notified us of your decision to cancel, you must arrange the authorised return without undue delay and, in accordance with applicable UK cancellation rights, no later than 14 days after notifying us.
For large, heavy or internationally transported products, this 14-day period relates to arranging and sending the authorised return, not to the product physically arriving at its final return destination within 14 days.
Where Boltz Electronics provides or approves a specialist carrier or collection service, the product must be made available for collection as agreed.
Please contact Boltz Electronics before arranging or sending any return. We will provide the appropriate return instructions and return destination for your particular order.
Goods must not be returned directly to a manufacturer, supplier, warehouse or other address unless Boltz Electronics has specifically authorised that return destination.
You are entitled to inspect goods in the same way that you reasonably could in a physical shop. If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make any deduction from the refund that is permitted by applicable law to reflect a resulting reduction in value.
Original packaging should therefore be retained wherever reasonably possible, particularly for large, fragile or high-value products.
LARGE AND HEAVY PRODUCTS
Some products sold by Boltz Electronics, including massage chairs and other large electrical products, are heavy, bulky and cannot normally be returned through ordinary postal services.
Where a return is made solely because you have changed your mind, you will be responsible for the direct cost of returning the goods unless Boltz Electronics has expressly agreed otherwise or applicable law requires otherwise.
Where required by law, an indication of the expected return cost for a bulky product will be provided to the customer before purchase.
Because specialist transportation may be required, please contact us before arranging a return. We will provide or approve the appropriate return method, carrier and destination.
Unauthorised freight returns should not be arranged, as the receiving warehouse or logistics facility might not be able to accept them.
FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS
If your product arrives damaged, is faulty, is not as described, or you receive the wrong product, please contact Boltz Electronics as soon as reasonably possible.
Where possible, we recommend reporting visible transit damage within 48 hours of delivery and providing photographs or video showing the product, packaging and visible damage. This helps us investigate the matter with the manufacturer and carrier as quickly as possible.
Failure to report a problem within 48 hours does not remove any statutory consumer rights you may have.
Where goods are faulty, damaged, incorrect or not as described, Boltz Electronics will provide the remedy required under applicable consumer law.
Depending on the circumstances and applicable law, this may include repair, replacement, collection, a price reduction or refund.
For UK consumers, statutory rights concerning faulty goods, including any applicable short-term right to reject qualifying faulty goods, are unaffected by this policy.
RETURN SHIPPING FOR FAULTY, DAMAGED OR INCORRECT GOODS
Customers will not be required to bear return costs where Boltz Electronics is legally responsible for those costs because goods are faulty, damaged, incorrect or not as described.
Please contact Boltz Electronics before arranging transportation.
For large products, we may arrange specialist collection, provide an authorised carrier, arrange replacement components or provide another appropriate remedy depending upon the nature of the problem and the customer's statutory rights.
CANCELLATIONS BEFORE DISPATCH
If you wish to cancel an order before dispatch, please contact Boltz Electronics as soon as possible.
We will make every reasonable effort to stop the order before shipment.
If an order has already entered the dispatch process or has been collected by the international carrier, the cancellation may need to be handled through the applicable return procedure after delivery.
Nothing in this section limits any statutory cancellation rights that apply to the transaction.
SUPPLIER-FULFILLED PRODUCTS
Some Boltz Electronics products are dispatched directly from approved manufacturers, suppliers or logistics partners.
This does not change your relationship with Boltz Electronics as the retailer from whom you purchased the product.
Customer service enquiries, cancellations, returns, faults and refund requests should therefore be made to Boltz Electronics rather than directly to the manufacturer, supplier or logistics provider unless we specifically instruct you otherwise.
Returns must only be sent to the return destination authorised by Boltz Electronics for that particular order.
The appropriate destination may differ depending upon the product, manufacturer, logistics provider and country of delivery.
EXCHANGES AND REPLACEMENTS
Because many of our products are large, specialist or high-value items, we generally handle replacements individually rather than operating an automatic exchange service.
Where a replacement is appropriate because a product is faulty, damaged, incorrect or otherwise covered by your statutory rights, please contact Boltz Electronics and we will arrange the appropriate remedy.
REFUNDS
Where a return has been authorised, refunds will be processed in accordance with applicable consumer law.
For a UK statutory cancellation, Boltz Electronics may withhold the refund until the returned goods have been received or until the customer provides acceptable evidence that the goods have been sent back, whichever occurs first, except where different rules apply because Boltz Electronics has offered to collect the goods.
For large products travelling through specialist or international freight networks, the physical journey back to the authorised return destination may take considerably longer than 14 days. This does not by itself affect a customer's rights provided that the customer has complied with the applicable cancellation and return requirements.
Approved refunds will normally be issued to the original payment method unless another method is expressly agreed or required by law.
Where applicable, the original standard delivery charge will also be refunded to the extent required by law. Additional costs resulting from the customer choosing an enhanced or more expensive delivery service do not have to be refunded beyond the standard delivery amount where applicable law permits this.
After Boltz Electronics issues a refund, banks, card providers and payment services may require additional processing time before the funds appear in the customer's account.
NON-RETURNABLE PRODUCTS AND EXCEPTIONS
Certain products may be exempt from change-of-mind cancellation rights where an exemption is expressly permitted by applicable law.
Examples may include genuinely personalised or custom-made products and certain sealed products where legally recognised health or hygiene protections have been lost after opening.
Any applicable exception will be clearly identified where appropriate.
A product will not be treated as non-returnable merely because it was purchased during a sale, discount or promotion where doing so would remove statutory consumer rights.
INTERNATIONAL ORDERS
Boltz Electronics sells products to customers in multiple countries and regions.
Mandatory consumer protection laws applicable to an international transaction will continue to apply where those laws cannot legally be excluded or varied by contract.
Return freight, collection arrangements, return times and return destinations may differ according to the customer's country, the product purchased and the logistics network used.
International customers must contact Boltz Electronics before arranging or sending a return so that the correct return procedure can be provided.
DELIVERY REFUSAL
Please do not refuse delivery of a large or high-value product as a method of returning or cancelling an order unless Boltz Electronics has specifically instructed you to do so.
Unauthorised refusal of delivery may result in carrier, storage, redelivery or return transportation charges. Any such costs will only be charged or deducted where permitted by applicable law.
HOW TO REQUEST A RETURN, CANCELLATION OR REFUND
To request a cancellation, return, repair, replacement or refund, please contact Boltz Electronics using the contact details provided on our website.
Please provide your order number, the name used for the order, the product concerned and a brief explanation of your request.
Where a product is damaged or faulty, photographs or video may be requested where reasonably necessary to assess the problem and arrange an appropriate remedy.
Do not ship a return until Boltz Electronics has confirmed the appropriate return procedure and destination.
YOUR STATUTORY RIGHTS
This Return and Refund Policy operates alongside applicable consumer law and does not exclude, restrict or replace statutory consumer rights that cannot legally be excluded.
For UK customers, this includes applicable rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.