What this policy applies to
This Refund Policy explains the approach that applies if a consumer later purchases goods after using the Arcivue compatibility enquiry. The compatibility check itself is free and submitting it does not place an order or take payment.
If a separate product sale takes place, the consumer should receive the transaction-specific information relevant to that purchase. This policy is intended to sit alongside mandatory UK consumer rights and does not remove or reduce those rights.
Changing your mind after a distance purchase
Where goods are bought online, by phone or through another distance-selling method and the statutory cancellation right applies, a consumer generally has 14 days after receiving the goods to tell the seller that they wish to cancel. After giving notice, the consumer generally has a further 14 days to return the goods.
The consumer does not need to give a reason for using a statutory cooling-off right where it applies. There are legal exceptions for certain categories of goods and situations, so the specific transaction and product should be considered if an exception is relevant.
Condition and handling of returned goods
A consumer may examine goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to what could normally be done in a shop. If goods have been handled beyond what is reasonably necessary and their value has been reduced, the law may allow an appropriate deduction from the refund in relevant circumstances.
Products should be returned with the items and accessories supplied with them where reasonably possible. A consumer should take reasonable care of the goods while they are in their possession and use a suitable return method.
Faulty, not as described or unsuitable goods
Separate legal rights apply where goods are faulty, not as described or do not do what they are legally required to do. Those rights are not limited to the cooling-off period and may provide remedies such as repair, replacement, price reduction or refund depending on the circumstances and timing.
A compatibility discussion does not remove the seller's legal obligations in relation to goods actually supplied. Equally, a problem caused solely by an unrelated television defect, unsupported third-party service or home network limitation may need to be distinguished from a fault in the streaming device itself.
How refunds are handled
Where a statutory cancellation right is validly exercised for goods bought at a distance, the refund should be made in accordance with applicable law. This generally includes the amount paid for the goods and the cost of standard outbound delivery where that cost is required to be refunded by law. Extra cost chosen for a more expensive delivery option may be treated differently.
For returned goods, the refund is generally due within the statutory period after the goods are received back or after acceptable evidence of return is provided, depending on the applicable rule. The refund should normally be made using the same payment method unless another method is agreed.
Starting a return or refund request
To raise a return or refund question, contact [email protected] and provide the information reasonably needed to identify the relevant purchase, the item concerned and whether the request relates to cancellation, a fault or another issue. Do not send payment-card details by ordinary email.
The response can then confirm the appropriate next steps for that transaction, including where the goods should be returned and any information reasonably required to assess the request. Because the brief supplied for this website does not include a warehouse or returns address, this page does not invent one; return instructions should be provided in connection with the actual transaction.
Statutory rights remain available
This policy should not be read as a complete statement of every remedy available under UK consumer law. Mandatory rights vary according to whether the issue is a cancellation, fault, misdescription, delivery problem or another contract issue.
Nothing in this policy is intended to make a statutory right conditional on a term that the law does not permit, or to suggest that sale items receive fewer legal rights than full-price goods.