Refund and Returns Policy

Last updated: 3rd September 2025

Your Statutory Rights

This policy is in addition to your statutory rights under UK consumer protection law, which cannot be excluded or limited. Your statutory rights include:

• Consumer Rights Act 2015: Right to goods that are of satisfactory quality, fit for purpose, and as described
• Consumer Contracts Regulations 2013: Right to cancel distance sales within 14 days
• Sale of Goods Act: Right to remedies for faulty goods up to 6 years from purchase

14-Day Cancellation Right (Distance Selling)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your remote control, without giving any reason.

How to Cancel

To cancel your order, you must inform us of your decision by a clear statement. You can:

• Use our model cancellation form below
• Email us at martin@remoteshop.co.uk with “Order Cancellation” in the subject
• Call us on 0151 272 1039
• Write to us at: RemoteShop, 114 Longton Lane, Rainhill, Merseyside, L35 8PA

Cancellation Deadline

The 14-day cancellation period expires 14 days after the day:

• You (or someone you nominate) physically receives the goods
• You receive the last of multiple goods from the same order
• You receive the last part of goods delivered in multiple parts

Return Process for Cancellations

If you cancel your order, you must return the goods to us:

• Return deadline: Within 14 days of informing us of cancellation
• Condition: Goods must be returned in original condition (you may examine the goods as you would in a shop)

Refund for Cancellations

We will refund all payments received from you, including original delivery charges, within 14 days of:

• The day we receive the returned goods, or
• The day you provide evidence of posting the goods back to us

Refunds will be made using the same payment method you used for the original transaction, unless you expressly agree otherwise.

Consumer Rights Act 2015 – Faulty Goods

If your remote control is faulty, not as described, or not fit for purpose, you have the following statutory remedies:

Short-term Right to Reject (First 30 Days)

Within 30 days of delivery, you can reject faulty goods and receive a full refund, including delivery charges. You don’t need to give us a chance to repair or replace first.

Right to Repair or Replacement

After 30 days, if goods are faulty, you can choose between:

• Free repair: We will fix the remote at no cost to you
• Free replacement: We will provide a new remote of the same model

Repairs and replacements must be completed within a reasonable time and without significant inconvenience to you.

Final Right to Reject

You can reject goods and get a refund if:

• We cannot repair or replace the remote
• Repair or replacement is taking too long
• Repair or replacement would cause significant inconvenience
• The same fault occurs after repair/replacement

Price Reduction

Instead of rejection, you may accept a price reduction if the fault is minor and you wish to keep the remote.

Durability Rights (Up to 6 Years)

Goods must last a reasonable time based on:

• Price paid
• Product description and marketing
• Normal use expectations

For remote controls, reasonable durability typically ranges from 2-5 years depending on usage and build quality.

Our Additional 12-Month Guarantee

In addition to your statutory rights, we offer a 12-month guarantee covering manufacturing defects. This guarantee:

• Does not affect your statutory rights
• Covers manufacturing faults and component failures
• Requires return of the faulty remote for inspection
• Provides repair or replacement at our discretion

What’s Not Covered

Our additional guarantee does not cover:

• Damage caused by misuse, abuse, or negligence
• Liquid damage
• Physical damage from drops or impacts
• Battery leakage damage
• Normal wear and tear beyond reasonable expectations

Important: These exclusions do not affect your statutory rights under consumer protection law.

Return Process

Before Returning

Please contact us before returning any item:

• Email: Martin@remoteshop.co.uk
• Phone: 0151 272 1039 
• Contact form: Available on our website

Return Address

RemoteShop
114 Longton Lane
Rainhill, Merseyside
L35 8PA

Return Postage

• Guarantee claims: Customer responsible for return postage

Delivery Information

UK Delivery

• Service: 24-hour tracked post
• Timeframe: Usually dispatched within 1 working day
• Maximum delivery time: 30 days from order confirmation
• Includes: Postage, packaging, processing, and batteries

International Delivery

• Service: International tracked post
• Timeframe: Usually dispatched within 1 working day
• Maximum delivery time: 30 days from order confirmation
• Customs: Customer responsible for any customs charges
• VAT: Not charged (we are below VAT threshold)

Risk and Ownership

Risk of loss or damage passes to you when goods are delivered to your chosen address. Until delivery, we bear the risk of loss or damage.

Refund Processing

• Inspection time: Up to 14 days from receipt of returned goods
• Refund processing: Within 14 days of approval
• Payment method: Same method used for original purchase
• Notification: Email confirmation of refund processing

Product Compatibility

Our remote controls are designed as replacements for original remotes. However:

• We cannot guarantee 100% compatibility with all devices
• Some functions may differ from original remotes
• We recommend checking compatibility before purchase
• Incompatibility due to device variations is not considered a fault

Brexit and International Orders

Since Brexit, international customers may incur customs charges:

• We have no control over customs charges
• Customer is responsible for all customs fees
• If items are returned due to unpaid customs charges, only the product cost is refunded
• Re-shipping costs are customer’s responsibility

Model Cancellation Form

Complaints and Dispute Resolution

If you’re not satisfied with how we handle your return or refund:

• Trading Standards: Contact your local Trading Standards office
• Citizens Advice: Free advice at citizensadvice.org.uk
• Alternative Dispute Resolution: We participate in ADR schemes where applicable

Contact Information

RemoteShop
114 Longton Lane
Rainhill, Merseyside
L35 8PA

Phone: 0151 272 1039
Email: Martin@remoteshop.co.uk

Business Hours:
Monday, Tuesday, Thursday, Friday: 09:30 to 12:00
Wednesday: 09:30 to 12:00
Saturday & Sunday: Closed

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This policy complies with UK consumer protection law including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. Please update the bracketed placeholders with your actual contact information before publishing.