Return Policy
1. Quality Assurance
1.1 Pre-Dispatch Inspection: All rings undergo a detailed quality check prior to dispatch to ensure they meet our high standards of craftsmanship and functionality. Each ring is inspected for physical defects, proper functioning of the NFC chip, and overall quality.
2. Customer Review Period
2.1 Review Period: Customers have 28 calendar days from the date of receipt to inspect and confirm they are satisfied with the rings they have purchased.
2.2 Notification of Issues: If the Customer identifies any issues with the rings during this 30-day period, they must notify ISSI Pay LTD in writing (via email) within this timeframe to be eligible for a return or exchange.
3. Return and Exchange Conditions
3.1 Eligibility: To qualify for a return or exchange, the following conditions must be met:
The issue must be reported within the 28-day return period.
The ring must be returned in its original condition, without any signs of wear or damage, except those related to the reported defect.
The ring must include all original packaging, accessories, and documentation.
3.2 Exclusions:
Any issues reported after the 28-day review period will not qualify for a return or exchange.
Rings that show signs of excessive wear, damage, or alterations will also be ineligible.
4. Return Process
4.1 Requesting a Return: Customers must contact ISSI Pay LTD’s customer service team within the 28-day review period to initiate a return. The customer service team will provide instructions for returning the ring.
4.2 Return Shipping: Customers are responsible for the cost of return shipping unless the ring is found to have a manufacturing defect or fault. It is recommended to use a tracked and insured shipping method to ensure the safe return of the ring.
4.3 Inspection and Processing: Once the returned ring is received, ISSI Pay LTD will inspect it to verify the reported issue and ensure it meets the return conditions. This process typically takes 5-7 business days. Customers will be notified of the inspection outcome within 7 business days of receiving the ring.
4.4 Resolution: If the return is approved, ISSI Pay LTD will provide one of the following resolutions, at the Customer’s preference:
Replacement: The defective ring will be replaced with a new ring of the same design.
Refund: The Customer will receive a full refund of the purchase price (inclusive of VAT, if applicable) but excluding original shipping costs. Refunds or replacements will be processed within 5 business days of the inspection outcome.
5. Warranty and Ongoing Support
5.1 Product Warranty:
ISSI Pay LTD provides a limited warranty for defects in materials and workmanship for a period of 12 months from the date of purchase. This warranty does not cover normal wear and tear, misuse, or accidental damage. Misuse includes, but is not limited to, exposure to extreme conditions, attempts to modify the ring, or improper care inconsistent with the product guidelines.
5.2 Support: For any issues that arise outside the 28-day review period but within the warranty period, Customers should contact ISSI Pay LTD’s customer service team for assistance. ISSI Pay LTD will work with the Customer to resolve the issue under the terms of the warranty.
6. Legal Compliance
6.1 Consumer Rights: This Return Policy does not affect the statutory rights of consumers under UK law, including the Consumer Rights Act 2015. For EU customers, this policy is in line with the Consumer Rights Directive 2011/83/EU.
7. Contact Information
For any questions or to initiate a return, please contact ISSI Pay LTD’s customer service team:
Email: info@issipay.co.uk
Address: ISSI Pay LTD, Suite 21, 2 Mount Sion, Tunbridge Wells, TN1 1UE