Returns & Refunds

1. Consumer Purchases

A consumer is an individual purchasing Products wholly or mainly for purposes outside their trade, business, craft or profession. Different arrangements apply to universities, colleges, schools, companies and other organisations purchasing for institutional or business activities.

2. Cancelling an Online Consumer Order

If you are a consumer purchasing Products online or through another distance-selling method, you normally have the right to change your mind and cancel your purchase.

You must tell us that you wish to cancel within 14 days after the day you receive the Products. If your order is delivered in several separate deliveries, the cancellation period generally begins when you receive the final Product forming part of that order.

You do not need to provide a reason. Email james.pickering@ace-lab.co.uk with your name, order number, the Product or Products you wish to return and your contact details.

3. Returning Products After Cancellation

After notifying us that you wish to cancel, you must return the Products without undue delay and no later than 14 days after notifying us of your cancellation.

Unless the Product is faulty, damaged or incorrectly supplied, you are responsible for the direct cost of returning it. Products should be securely packaged to prevent damage during transport.

Unless otherwise agreed, returns should be sent to:

ACE-Lab Consulting Ltd
21 Nelson Close
Lichfield
WS14 9FJ
United Kingdom

We recommend obtaining proof of postage or using a tracked service for higher-value Products.

4. Condition of Returned Products

You may inspect and handle a Product to establish its nature, characteristics and functioning in the same general manner that would reasonably be permitted in a shop.

ACE-Lab equipment may contain electronic components, wiring, sensors, actuators and other parts that can be damaged through incorrect connection, excessive voltage, mechanical damage or inappropriate handling.

If handling beyond what is reasonably necessary has reduced the Product's value, we may make an appropriate deduction from the refund where permitted by law. This could include components being damaged, modified, incorrectly wired, subjected to inappropriate electrical supplies, permanently marked, physically altered or lost from a multi-component kit.

Opening packaging by itself does not automatically remove consumer cancellation rights. Where reasonably possible, Products should be returned with original components, accessories, cables and documentation.

5. Refunds Following a Change of Mind

When a valid consumer cancellation is made, we will refund the price paid for the returned Products and, where applicable, the cost of our least expensive standard delivery method.

If you chose a more expensive or expedited delivery service, the additional cost above standard delivery will not normally be refunded.

Refunds will normally be issued using the same payment method used for the original purchase unless otherwise agreed. We may withhold the refund until we have received the Products back or you provide evidence they have been returned, where permitted by law.

6. Faulty, Damaged or Incorrect Products

ACE-Lab Products supplied to consumers must meet applicable statutory requirements, including being as described, of satisfactory quality and fit for any purpose made known to us where the relevant legal requirements are satisfied.

If your Product arrives damaged, contains missing components, is not the Product you ordered, is materially not as described or develops a fault, contact james.pickering@ace-lab.co.uk.

Please include your order number and a description of the problem. Photographs or other information may help us identify the issue.

Depending on the circumstances and the time that has passed, statutory remedies can include rejection, repair, replacement, price reduction or a refund. Where ACE-Lab is responsible for faulty, damaged or incorrectly supplied Products, we will bear reasonable return costs where required by law.

7. Damage Caused After Delivery

Consumer rights relating to faulty Products do not generally cover damage caused by the customer after delivery. Examples may include incorrect voltage, excessive current, incorrect polarity, incorrect wiring, short circuits, mechanical overload, liquid damage, impact damage, inappropriate modification, unauthorised repair or operation outside specified limits.

We may ask for reasonable information to help determine whether a reported problem results from a Product defect or damage occurring after delivery. Nothing in this section restricts statutory consumer rights.

8. Custom and Personalised ACE-Lab Equipment

The normal change-of-mind cancellation right may not apply to Products manufactured to a customer's specifications or clearly personalised for that customer.

Examples could include permanent customer-specific branding, engraving, bespoke mechanical components or another substantial custom configuration agreed before manufacture.

A standard ACE-Lab Product assembled from our normal Product range is not treated as personalised merely because it is assembled following an order. Where an order is treated as custom or personalised, we will make this clear before purchase.

This exception does not remove rights relating to Products that are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable statutory requirements.

9. Universities, Businesses and Institutional Customers

The statutory consumer cancellation rights described above do not apply to purchases made by universities, colleges, schools, businesses or other organisations acting for purposes relating to their trade, business or institutional activities.

Once a business or institutional order has been accepted by ACE-Lab, cancellation or return of non-faulty Products is subject to our written agreement.

Where we agree to accept a return, we may impose reasonable conditions relating to Product condition, return delivery costs, components specifically ordered or manufactured for the customer, custom Products and reasonable administration or restocking costs.

10. Large and Custom Institutional Orders

ACE-Lab may purchase components, manufacture parts or assemble equipment specifically to fulfil larger institutional orders. Once work has begun on a bespoke or substantial institutional order, cancellation may result in the customer being responsible for reasonable costs already incurred by ACE-Lab.

Any such arrangements may also be specified in the relevant quotation, purchase-order acceptance or contract.

11. Exchanges

Where appropriate, we may offer replacement of a Product or individual component rather than return of an entire ACE-Lab rig. For example, where a single electronic component in an otherwise functioning kit is defective, we may arrange replacement of that component.

This does not restrict any remedy to which a consumer is legally entitled.

12. Refund Processing

Approved refunds will normally be made to the original payment method. The time taken for a refund to appear after we issue it may depend on the customer's bank or payment provider.

We will not normally issue cash refunds for Products originally purchased using another payment method.

13. How to Contact Us About a Return