Returns and Refunds


Part of my order is missing or damaged…
Oops, I’ve ordered the wrong thing, what can I do?
I’m not happy with what I’ve received…
Can I exchange some items?
How do I send goods back to Altec?
What are my statutory rights?



Part of my order is missing or damaged…

Please contact the Sales Office with details of the discrepancy, quoting your order reference and the product code of the missing or damaged item(s).

We will despatch any missing items to you as soon as we can. In the case of damaged goods, we will arrange to despatch a replacement to you at the earliest opportunity, collecting the faulty item at the same time.

Back to top


Oops, I’ve ordered the wrong thing, what can I do?

Simply follow the returns procedure which is stated at the bottom of this web page.

You will be refunded for the goods value when they are received at our warehouse in a saleable condition. It will be your responsibility to return the goods, and we regret that the cost of making the return or our shipping charges cannot be refunded.

In the meantime, you should place a fresh order for the correct item.

Back to top


I’m not happy with what I’ve received…

If you are not entirely satisfied with an item, you are welcome to send it back to us in a saleable condition for a refund. We invite your comments in the event that an item fails to meet your expectations.

Please follow the returns procedure which is explained further down this web page. Your statutory rights will not be affected.

Back to top


Can I exchange some items?

It is not possible to directly exchange one item for another, unless they are faulty or damaged when you receive them.

You should follow the returns procedure which is stated at the bottom of this web page.

You will be refunded for the goods value when they are received at our warehouse in a saleable condition. It will be your responsibility to return the goods, and we regret that the cost of making the return or our shipping charges cannot be refunded.

In the meantime, you should place a fresh order for your preferred item.

Back to top


How do I send goods back to Altec?

You do not need to contact us before following our returns procedure, the conditions of which are stated below. However, if you wish to contact us for advice before making a return, please do not hesitate to do so.

Please quote your order reference, the product code of the item(s) you wish to return and the reason for return and use the following procedure:

Conditions of Return:

1. Goods are returnable up to 30 days after despatch.
2. Goods must be returned in a saleable condition, with all packaging, labelling and instruction manuals in order to pass a goods-inwards inspection.
3. The customer is responsible for returning goods and choosing the carrier/method of return.
4. The customer bears the risk of transit damage or non-delivery.
5. Software is not returnable if the seal is broken.
6. Perishable goods, and goods bought to special order, or standing orders, are not returnable.
7. Credit is only given for goods value, not ancillary charges (e.g. shipping or certificates).

Returns should be sent to our warehouse address:

Altec Products Limited
Station Approach
Victoria, Roche
ST. AUSTELL
PL26 8LG

You are advised to use a 'signed-for' carrier service to ensure proof of delivery at our warehouse.

Back to top


What are my statutory rights?

If you are not completely satisfied with the level of service, or the quality of goods, that you have received from us, we will always endeavour to find a mutually agreeable solution to the problem by discussion. Your decision to turn to legal remedies would hopefully be a last resort!

However, if you are not satisfied with our attempts to repair or replace faulty goods, or to refund the goods value, whichever is most appropriate, statutory law ultimately offers you protection.

You have rights under the Sale of Goods Act 1979 (as amended) to expect that goods supplied and sold through altecweb.com are as described, of satisfactory quality, and fit for purpose.

The Unfair Contract Terms Act 1977 (as amended) offers you recourse for losses incurred due to our negligence, or if we have, in express or implied terms, tried to exclude or restrict our liability in our contract to supply and sell. The scope and details of the Act are complex and are not given here.

If you are not entirely satisfied with your purchase, or if you have simply changed your mind about your purchase, then in line with the Consumer Protection (Distance Selling) Regulations 2000 (as amended), hereafter abbreviated to DSR, you may return your item to our warehouse within 7 working days of receipt, provided you inform us of this decision via letter or e-mail to our Sales Office.

You must quote the original order reference on the outer packaging when returning the goods. Once you have informed us of your decision to return goods under the DSR, you have 7 working days to return the item(s) at your own expense. You will be responsible for the safe return of the goods. The goods must not be opened nor used and must be 'as new' when returned to us. All items must be complete with original packaging, manuals, disks, cables etc as originally supplied. Manufacturer packaging must not be defaced in any manner. Once goods are received at our warehouse, we will issue a full refund for the cost of the goods to your original payment method.

N.B. Business customers are exempt from returning items within 7 working days under the DSR.

Back to top