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Returns Policy and Procedures
If you suspect your item has developed a fault, then we may need to run through some troubleshooting steps before authorising a return. Many items have a support page that you can check for common issues or software updates. Please make sure you have tried new batteries before returning any device or toy. Please use quality disposable batteries as low-grade (or rechargeable) batteries often don't provide the required voltage. When possible please remove all batteries before returning items.
If you still require assistance from us please call on 01457 819790 or email us to request an RMA. It helps if we can talk to the person who experienced the issue or who uses the device.
If a device has failed within the warranty period (12 months unless otherwise stated), we will issue an RMA (return merchandise authorisation) number and provide the relevant return address. Products may be replaced or repaired depending on the manufacturer’s warranty conditions. Postage for items that are dead on arrival (DOA) will be covered by Inclusive Technology. For a product to be considered DOA, the fault must be reported within 14 days of receipt.
Please note: we are not able to accept any items returned without a valid RMA number.
Unwanted or Unsuitable Goods
If a product is found to be unsuitable for the user's needs, it can be returned for a refund or a credit note or exchanged for a more suitable product. Providing our generous credit terms of 42 days have been met, items can be returned within 100 days of the date of invoice. Customers who have paid when ordering also have 100 days in which to return goods from date of invoice. Refunds can be paid by cheque or to the original card used for the purchase.
All items must be returned in the original packaging in a resalable condition. Any software returned must have been deactivated and uninstalled from a user’s computer beforehand.
Please securely package the item (including a covering note stating your requirements) and return it to:
Inclusive Technology Ltd
Please note: the following products are excluded from our 100 day returns policy.
Should any of the following items be deemed unsuitable, they must be returned within 28 days of invoice. All contents and packaging must be original and in a resalable condition or a refund will not be issued:
- All in One EyeGaze Bundles
- Atkinson Vari-X Trolley
- Big Grips Charging Cabinet
- Big Grips for iPad Charge & Sync
- Disco Tube
- Egg Chair
- EyeOn for AAC
- FastLift Tables
- Inclusive ClassMate
- Inclusive ClassMate PC
- Inclusive ClassVR & Inclusive ClassVR Premium
- Inclusive Interactive Screens
- Inclusive Tilt & Touch Interactive Screens
- iPad Charge & Sync Basket Trolley
- iPad/Tablet Charge & Sync Cabinet
- Passive Air Tube
- Passive Chroma LED Tube
- SENse Flex
- SENse Flex+
- SENse Micro
- SENse Mini
- Senory Light Tables
- Skyle for iPad Pro
- Sound Control LED Bubble Tube
- Surface Pro EyeGaze Education
- Tobii PCEye 5
- Touch Control LED Bubble Tube
- Touch Screen Monitors
- Vibro Acoustic Bean Bag
- Wall Panels (Tactile and Interactive)
Please note: the following products are non-returnable:
- Drinkup21 Drinking System
- Headmaster Collars and all accessories
- Savant Headrest
If you receive a damaged item, contact Inclusive Support within 14 days of receiving the order. A replacement will be sent as soon as the damaged item has been returned and inspected. Return postage for damaged goods will be covered by Inclusive Technology.
Items Missing or Sent in Error
If you receive an item you didn’t order, or if an item from your purchase order is missing, please contact our Sales Team on 01457 819790 within 14 days of receiving the order and they will be happy to help.
Out of Warranty Repairs
Hardware failures that occur outside of the manufacturer’s warranty period can sometimes be repaired (subject to cost and availability of parts). Inclusive Technology can (in some cases) facilitate out-of-warranty repairs with the manufacturer. Once an item has been returned and is tested by either ourselves or the manufacturer, a repair quote will be issued. It is then up to you to decide whether you want to proceed with the repair, or have the device safely disposed of. No work will be carried out without prior authorisation and unless otherwise stated, testing and fault diagnosis is free of charge. Please contact Inclusive Support to discuss the viability of any out of warranty repair. Postage charges for out of warranty repairs is not covered by Inclusive Technology.
When Returning Items
All returned items should be in original packaging wherever possible. Inclusive Technology will not be liable for any damage to items that are not adequately packaged and damaged in transit.
Proof of postage should be obtained for any item returned via the Post Office. We cannot repair/replace items which do not reach us.
Please ensure that you enclose:
- Your RMA document or number
- Your name and address
- Details of why you are returning the item (i.e. fault description)
- All associated packaging and accessories (e.g. discs, cables, manuals, memory cards)
- Please remove batteries from all returned items
- Please note: Inclusive Technology cannot be held liable for any loss of data stored on any product returned for testing/repair. It is the customers’ responsibility to ensure that all data is backed up where possible before returning the product.
Frequently Asked Questions
Q. I live locally… can I return the item to your office?
A. Yes, we aim to make the most convenient methods available to our customers. Items can be brought to our office reception providing you have contacted us beforehand to obtain an RMA number. Please bring proof of purchase (i.e. order acknowledgement).
Q. My product is eligible for on-site support – who should I contact?
A. Your first point of contact should always be Inclusive Support. We will supply you with the necessary contact details for the company supporting your product. On-site support is provided only when remote support has failed to resolve the issue. In these cases, support is provided by the supplier/manufacturer, not Inclusive Technology.