Shipping and Returns Policy

 

Cygnal Ltd have same day shipping on stock orders not requiring installation, received by 2:00 PM on normal business days. Stock orders placed after 2:00 PM will ship the following business day. Back-order items will ship within 7 to 10 business days. Special order items may take between 2 to 6 weeks for delivery - call or email us for a delivery quote.

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Most of our products require an installation by our technical staff, rather than delivery through a shipping agent. For installation terms, see our Installation Policy.

 

Orders may be placed via phone, email or through our website and must be prepaid. We accept VISA, Mastercard or PayPal. All orders paid for by cheque or money orders will be held until cleared funds have been received. Once the cleared funds have been received, your order should arrive within 3 business days from the shipping date. For orders up to £100, there is a £5 + VAT carriage charge.  There is no charge for carriage on orders over £100 to the UK mainland.

 

1.1 Credit and debit cards are debited before items are shipped or before services are activated.

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1.2 Cygnal Ltd may sometimes operate as a distant seller.  Purchasing from Cygnal will mean that your order may be sent from one of our trusted suppliers.

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1.3 We will not accept liability for returned goods lost in transit. We shall accept no liability for shortages, non-deliveries, and incorrect goods or damages on delivery not notified within 5 days of delivery, except when extenuating circumstances have prevented the notification within the stated time scale.

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1.4 You must ensure that the details of your order, including the address for delivery, email addresses and programming information are complete and accurate. Cygnal Ltd accept no liability for incomplete or inaccurate details.

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1.5 Delivery of the products will normally only take place at the registered address of the payment card.

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1.6 Once we have dispatched the products we are unable to cancel any orders.

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1.7 Any dates or times specified by us for delivery of the products are intended to be estimates only and time of delivery shall not be of the essence, and shall not be made of the essence by notice.

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1.8 If for any reason you or the person at the delivery address refuses to accept delivery of the products, all risk in the products shall pass to you and we may, at our discretion, charge for return of the products to us, a storage fee and a re-delivery fee to another address nominated by you.

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Exchange / Refund Policy

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Customer satisfaction is our aim. We want you to be happy with your purchases from Cygnal. Should you wish to return an item, please call 0191 5172889 to reach our customer care department.

 

You have 28 days from the date of purchase for a refund on your product(s). The refund is only valid if the product(s) are returned in the same condition as supplied. Any product(s) which have been damaged or tampered with will not be accepted. As such, the refund will not be processed until the product(s) have been tested and checked by a member of staff. 

 

Items ordered in error and returned for refund (not credit) will attract a 10% surcharge.

 

For items requiring installation, please see our Installation Policy

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Personal products with hygiene implications (eg earphones) are not returnable.  If you require us to refund you rather than provide a replacement or repair for faulty or defective products, or we are unable to replace any faulty or defective product, the products must be returned to us, at your cost, and shall become our property.

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Defective & Damaged Products

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Whilst Cygnal strives to bring our customers the highest quality and name brand products, in the event that an item malfunctions or is damaged in transit, we are here to help. For assistance with a defective or damaged product simply call our customer care department at 0191 5172889.

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For items requiring installation, please see our Installation Policy

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Custom-Build / Special Orders

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We are unable to offer a refund on custom-built or special ordered items. This includes products painted to order or programmed prior to delivery.  However, defects in craftsmanship and manufacture are covered though the manufacturer. Please call our customer care department directly on 0191 5170888.

 

Incorrect Delivery

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1 In the event that any order is incorrect, it must be notified to us within 5 days after delivery.

 

2 In the case of delivered items not according with the order, the products shall be returned to us and we shall redeliver the correct order at our own cost.

 

Warranty

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All products are covered by the manufacturer's guarantee, usually 12 months but longer if stated. Cygnal may refuse to repair or replace returned items should the manufacturer refuse to repair or replace it for any reason, or if full payment for the item has not been received. For repairs in or out of warranty, or to discuss a maintenance agreement, please call us on 0191 5170888.

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For items requiring installation, please see our Installation Policy

 

Returns Process

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All returned items must have a Return Authorisation Number (RA#).  Please follow these steps to ensure a prompt and speedy replacement, refund or credit.

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For items requiring installation, please see our Installation Policy

 

1. Call our customer care department and request a Return Authorization Number.

 

2. In the returned package, please include your name or company name, address, copy of the original invoice or order number(s), and the reason for the return along with the RA#.

 

3. Be sure to pack your item(s) carefully and use a box that is strong enough for the item(s) you're returning. Return package to Cygnal via The Post Office or other recognised carrier, insure the package and save your tracking number.

 

4. Keep all records of your transactions until you have received replacement or credit of your item(s).

 

5. If you return an order to us within seven days of purchase for reasons other than those covered in this document, you do so at your own cost and risk. We will replace, refund or credit your payment at our discretion once we have examined the item to ensure that they are in the same conditions that they were dispatched to the customer in.

 

6. Please enclose your reason for returning and send to:

 

 Cygnal Ltd

 1 Hetton Lyons Business Park,

 Houghton le Spring

 DH5 0RH

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