Refund and Returns Policy

Overview

Our refund and returns policy lasts for 30 days (30 calendar days). If 30 days have passed since you received your purchase, we can’t offer you a refund.

To be eligible for a refund, your item must be returned to us undamaged and in the original condition that you received it. It must also be in the original packaging and be fit for resale.

Certain items cannot be returned, once they have been delivered. These are:

Software Updates or Support Plans
Consumable items i.e. batteries, printer cartridges, toner and media etc.
Third Party Software
Headphones/earphones/earbuds
Any item not in its original condition, is damaged or has missing parts, for reasons not due to our error

Any item that is returned more than 30 calendar days after delivery.

Eligible returns

For a product to be eligible for return (and therefore refund), it must:

Be undamaged and in the original condition and original packaging in which you received it
Be returned with the full name and address of the customer who ordered the product
Be packaged adequately, to protect it from potential damage whilst in transit.

For software returns, a refund will only be given if:

A valid de-activation code is supplied, to prove that Synapptic Software has been deactivated from the device on which it was activated
Any Synapptic Software supplied with a phone or tablet has been removed. Synapptic will need confirmation that the software has been removed (by supplying a valid de-activation code) or the phone or tablet will need to be returned to Synapptic for the software to be removed
Otherwise no refund can be made on return of the Software.

Exchanges, repairs & replacements

We only replace items if they are defective or damaged on delivery. Please notify use within 48 hours of delivery, if you receive an order which is either in damaged packaging or is visibly damaged when you receive it.

Synapptic will either repair or replace a product if it is found to be defective. One of our Technical Support Engineers will need to diagnose problems with or attempt repair of the product first. You’ll need to give our technicians reasonable access to the product for this purpose, including remote support.

These obligations are dependent upon proper use of the products and do not cover any parts of products which have been modified or repaired without Synapptic’s prior written consent.

If you need to exchange items for the same item, call us on 0191 909 7 909 or send us an email at help@synapptic.com in the first instance. One of our Technical Support Engineers will then advise you on what to do next.

Shipping returns

To return your product, you should send it to the following address: Synapptic Ltd, Adelaide House, Belmont Business Park, Durham DH1 1TW.

You will be responsible for paying for your own shipping costs for returning the item.

If you are returning more expensive items, such as phones and tablets, we recommend that you use a trackable delivery service with insurance as you are responsible for all goods until we receive them. (We recommend Royal Mail Special Delivery, which is available at all post offices).

Exchanges, repairs or replacements will be delivered within 3-5 working days of us receiving your original item back.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or your original method of payment, within 30 days of your refund being approved.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account.

Then contact your credit card company, as it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at accounts@synapptic.com.