What is your return policy?
We’re glad you asked! The full policy is available here.
How do I initiate the return/refund/exchange process?
Just contact our Customer Support team! Make sure that you include your order number and the reason you want to return/exchange the item. We will take it from there!
How do you determine when you apply a restocking fee?
If the item is defective due to a manufacturing defect, no restocking fee will apply. The customer must provide proof that the item is defective or it must be defective upon testing in our lab in order for the full refund to be processed. Otherwise, the 20% restocking fee will apply.
How do I cancel my order?
Nooelec is committed to providing quick and reliable service to all of our customers. Part of this commitment is our goal to fulfill all orders within 1 business day. We start working on new orders as soon as they are received, meaning we are not able to accept cancellations. If you wish to return your order after you’ve received it, you may, but a 20% restocking fee will apply.
Why do I need to provide proof that my item is defective?
Before we issue a replacement or a refund, we need to verify that the item in question is, in fact, DOA. Most customers request a refund or replacement because they are having issues operating the device. The failure rate of any Nooelec product is exceedingly low (around 0.5%), and we have found that most problems are due to user errors, rather than a factory defect. We ask for screenshots and/or photos as a means of evaluating the performance of the device and offering the appropriate technical support. If through this process we determine the device is defective, we will issue a replacement free of charge.
If you choose not to provide the requested photos or screenshots, we will still accept your return, but you will need to ship the defective item back to us, and give us the time to test it before a refund or replacement can be issued. This process can be very time consuming and we find that most customers prefer to get the issue resolved more quickly by working with our technical support team to determine the source of the problem.
What is your Advanced RMA program?
The Advanced RMA program is available to customers who are returning items for replacement or exchange. The standard procedure is that we wait for the customer to send the item back to us, and after we have received and tested it, we will issue the replacement item(s). The Advanced RMA program speeds up this process because we are able to send your replacement item BEFORE we receive your returned item. All you need to do is send your return via registered/tracked mail and provide us the tracking number. This allows you to get your replacement much faster than if we had to wait for the returned item to arrive at our facility, which can take a few days to several weeks depending on your location. Please note that this option is not available for all returns. Contact our Customer Support team today to see if your return qualifies for Advanced RMA.
Why haven’t I received my refund yet?
Electronic returns must be fully tested in our lab before a refund can be issued. Once your RMA package is received, we require up to 15 business days to process it, though we strive to resolve all returns as quickly as possible.
Can't find the information you need? Contact our friendly Customer Support team using the Support chat window in the bottom-right corner of the webpage. One of our Customer Support Specialists would be happy to assist you!