Refund Policy

Last Updated: 15 January 2025

At SfilaPoste, we are committed to customer satisfaction. This Refund Policy outlines the circumstances under which refunds are available for equipment purchases and rental services, as well as the procedures for requesting refunds.

This policy complies with the Consumer Rights Act 2015 and other applicable UK consumer protection legislation.

1. Equipment Purchase Refunds

1.1 Consumer Right to Cancel

If you are a consumer (buying for personal use rather than business purposes), you have the legal right to cancel your purchase within 14 days of receiving the equipment without providing a reason. This is known as the "cooling-off period."

1.2 How to Exercise Your Right to Cancel

To cancel your purchase, you must inform us of your decision in writing. You can:

• Email us at [email protected]
• Send a letter to: SfilaPoste, Flat 03y Mike Crossroad, Karlshire LU2 7LJ, United Kingdom
• Call us at +44 20 1575 5965 and confirm in writing

Please include your order number, the date of purchase, and the equipment you wish to return.

1.3 Returning the Equipment

If you cancel your purchase, you must:

• Return the equipment within 14 days of notifying us of your cancellation
• Return the equipment in its original packaging where possible
• Ensure the equipment is in the same condition as when received (apart from handling necessary to inspect it)
• Return all accessories, manuals, and components that came with the equipment

You are responsible for the cost of returning the equipment unless the item is faulty or not as described. We recommend using a tracked postal service as you are responsible for the equipment until we receive it.

1.4 Refund Processing for Cancelled Purchases

Once we receive the returned equipment and verify its condition, we will process your refund within 14 days. The refund will be issued to the original payment method used for the purchase.

We will refund:

• The full purchase price of the equipment
• Standard delivery charges (if applicable)

We will not refund:

• Express or premium delivery charges if you chose a delivery method more expensive than our standard option
• Return postage costs (unless the item is faulty or not as described)

1.5 Diminished Value Deductions

We may deduct from your refund if the equipment's value has diminished due to handling beyond what is necessary to establish its nature, characteristics, and functionality. This means you can inspect the equipment as you would in a shop, but excessive use will result in deductions.

1.6 Faulty or Misdescribed Equipment

If equipment is faulty, damaged, or not as described, you are entitled to a full refund regardless of the 14-day cooling-off period. In these circumstances:

• We will refund all costs, including reasonable return postage
• You may be entitled to a repair or replacement instead of a refund
• We will arrange collection of the equipment at no cost to you

Please report faults or discrepancies within 30 days of receipt for the fastest resolution.

1.7 Non-Refundable Items

The following items cannot be refunded once opened or used for hygiene or safety reasons:

• Headphones, earphones, and in-ear monitors (once packaging is opened)
• Hygiene-sensitive items such as windscreens or pop filters (once packaging is opened)
• Custom-ordered or personalised equipment
• Software licences or digital downloads (once activated)

These restrictions do not apply if the items are faulty or not as described.

2. Equipment Rental Refunds

2.1 Rental Cancellations

Refund eligibility for rental cancellations depends on when you cancel:

Cancellation Timing	Refund Amount
More than 7 days before rental start date	100% refund
4-7 days before rental start date	50% refund
2-3 days before rental start date	25% refund
Less than 48 hours before rental start date	No refund

To cancel a rental booking, contact us as soon as possible using the contact details below.

2.2 Equipment Unavailability

If we are unable to provide the booked equipment due to unforeseen circumstances (such as equipment failure or loss), you will receive a full refund of all rental fees and delivery charges. Alternatively, we may offer substitute equipment of equal or greater value at the same rental price.

2.3 Faulty Equipment During Rental

If equipment becomes faulty during your rental period through no fault of your own:

• Contact us immediately to report the issue
• We will arrange replacement equipment or collection of the faulty item
• You will receive a pro-rata refund for the period the equipment was unusable
• Alternatively, we may extend your rental period at no additional charge

Refunds are not available if equipment failure results from misuse, negligence, or failure to follow operating instructions.

2.4 Early Returns

Refunds are not provided for early return of rental equipment. Rental fees are based on the agreed rental period, and returning equipment early does not entitle you to a partial refund unless the equipment was faulty.

2.5 Weather and Force Majeure

Rental cancellations due to weather conditions or other force majeure events are handled on a case-by-case basis. We may offer rescheduling or partial refunds at our discretion, but we are not obligated to provide full refunds for circumstances beyond our control.

3. Security Deposit Refunds

3.1 Security Deposit Policy

Security deposits are required for certain equipment rentals and are fully refundable provided the equipment is returned:

• On time
• In the same condition as when collected (normal wear excepted)
• Clean and ready for the next rental
• With all accessories, cases, and components

3.2 Security Deposit Refund Timing

Security deposits are refunded within 5-7 business days after equipment is returned and inspected. Refunds are issued to the original payment method.

3.3 Deductions from Security Deposits

We may deduct from your security deposit for:

• Damage to equipment beyond normal wear and tear
• Missing accessories or components
• Late return fees
• Excessive dirt or required deep cleaning
• Lost or stolen equipment (deposit may not cover full replacement cost)

You will receive an itemised explanation of any deductions made from your deposit.

4. Refund Request Procedure

4.1 How to Request a Refund

To request a refund, please contact us with the following information:

• Your full name and contact information
• Order or booking reference number
• Date of purchase or rental
• Equipment details
• Reason for refund request
• Supporting evidence (photos if equipment is faulty or damaged)

4.2 Refund Assessment

We will assess your refund request within 3 business days and notify you of our decision. If approved, we will process your refund according to the timelines specified in this policy.

4.3 Refund Methods

Refunds are issued to the original payment method used for the purchase or rental. We cannot issue refunds to different payment methods or third-party accounts.

Bank transfer refunds may take 5-10 business days to appear in your account, depending on your bank's processing times.

5. Exceptions and Special Circumstances

5.1 Business Customers

If you are purchasing equipment for business purposes, the 14-day cooling-off period may not apply. However, you are still entitled to refunds for faulty or misdescribed equipment under UK consumer protection law.

5.2 Sale Items

Equipment purchased during sales, promotions, or at discounted prices is subject to the same refund policy as full-price items, except where explicitly stated otherwise at the time of purchase.

5.3 Delivery Failures

If equipment is not delivered due to our error or carrier failure, you are entitled to a full refund of all charges, including delivery fees. If delivery fails due to incorrect address information you provided or your unavailability, refunds will be processed minus re-delivery or return shipping costs.

6. Consumer Rights

Under the Consumer Rights Act 2015, you are entitled to:

• A full refund if goods are faulty or not as described, returned within 30 days
• A repair or replacement if goods become faulty after 30 days but within 6 months
• A price reduction or refund if goods cannot be repaired or replaced

7. Disputes and Complaints

If you are not satisfied with our handling of your refund request, please contact us to discuss the matter further. We are committed to resolving all issues fairly and promptly.

If we cannot resolve your complaint internally, you may refer the matter to:

You may also use the European Commission's Online Dispute Resolution platform (available to EU consumers): https://ec.europa.eu/consumers/odr

8. Changes to This Refund Policy

We reserve the right to update this Refund Policy periodically. Changes will be posted on this page with an updated "Last Updated" date. Your use of our services after changes are posted constitutes acceptance of the revised policy.

9. Contact Information

For refund requests, questions, or complaints regarding this policy, please contact us:

We aim to respond to all refund enquiries within 24 hours during business hours.