Refund policy

Last updated: 23 May 2026

We have a 30-day return policy. This means you have 30 days from the date your order is delivered to request a return, subject to the conditions below.

This policy is designed to be clear and fair. It does not affect any statutory rights you may have under applicable consumer protection laws.

1. Eligibility for Returns

For returns under our voluntary 30-day return policy, the item should be returned in the same condition that you received it: unused, with any original tags, accessories, manuals and in its original packaging. You will also need a receipt, order number, or other proof of purchase.

These conditions do not limit your statutory rights for faulty, damaged, missing, or incorrectly supplied goods.

For hygiene and safety reasons, some items may be non-returnable where permitted by law (see Section 6).

2. How to Start a Return

To start a return, please contact us at: support@intellectdevice.com

Please include your order number and the reason for return. Our support team will respond within 2 business days with a return authorisation and the applicable return address.

Return address: Intellect Device is a UK-based online store located in St Neots, United Kingdom. For security and order-processing reasons, the applicable return address is provided after you contact us with your order number. Return addresses may differ depending on the product type, warehouse, your location, and the reason for return. We will always provide clear written return instructions by email.

For your return to be processed correctly, please do not send items back before receiving our return instructions. Items returned without prior authorisation may experience delays in processing or may be sent to the wrong location.

This return authorisation process is used to help us identify your order and provide the correct return address. It does not limit any consumer rights you may have.

3. Shipping Damage, Defects, Wrong Item, or Missing Parts

Please inspect your order upon delivery and contact us as soon as possible if:

  • the item is damaged in transit,
  • the item is defective or not working as expected on arrival,
  • you received the wrong item, or
  • parts or accessories are missing.

Recommended timeframe

To help us resolve delivery-related issues quickly and to support a carrier claim, we recommend contacting us ideally within 3 days of delivery. This is a recommendation to speed up investigation and does not limit your statutory rights.

What may help us verify the issue (evidence)

To help us review the issue quickly and, where applicable, file a claim with the carrier, we may ask you to provide reasonable supporting information, such as:

  • Your full name and order number.
  • A short description of the issue, including what exactly is damaged, missing, incorrect, or not working.
  • A short continuous video (30–60 seconds) clearly showing the item close-up from multiple angles, the outer packaging, and the shipping label clearly visible, the issue or any visible damage.
  • If applicable, a clear view of the product serial number / model label.

Providing photos or video can help us resolve the issue faster, so we recommend recording the video at the moment of opening the parcel and before disposing of any packaging materials.

Please keep the product and all packaging materials until the issue is resolved, as the carrier or our team may request additional verification.

How we resolve these issues

If your claim is approved, we will arrange a repair, replacement, or refund as appropriate, in line with this Refund Policy and applicable law.

4. Return Shipping Costs

Return shipping costs depend on the reason for return:

  • Faulty, damaged, missing parts, or incorrect item: If the issue is confirmed, we will cover the reasonable cost of returning the item or provide a prepaid return shipping label where available.
  • Change of mind / voluntary return: If you are returning an item because you changed your mind, and the item is not faulty, damaged, or incorrectly supplied, you are fully responsible for the cost of return delivery unless we state otherwise in writing.

5. Exchanges and Replacements

We accept exchanges for eligible products within 30 days from the date your order is delivered, subject to the conditions in this Refund Policy and applicable consumer protection laws.

To request an exchange or replacement, please contact us at support@intellectdevice.com before sending any item back. Please include your order number, the reason for the exchange, and, where relevant, photos or videos showing the issue. Our support team will review your request and provide return authorisation, return instructions, and the applicable return address.

For change-of-mind exchanges, the item must be unused, in the same condition that you received it, with any original tags, accessories, manuals, and in its original packaging. You are responsible for the cost of return delivery unless we state otherwise in writing.

If your item is faulty, damaged, incorrect, not as described, or missing parts, please contact us as soon as possible. If the issue is confirmed, we will offer an appropriate solution, which may include a replacement, exchange, repair, refund, or another suitable remedy in line with this Refund Policy and applicable law. In such cases, we will cover the reasonable cost of returning the item or provide a prepaid return shipping label where available.

Exchanges and replacements are subject to product availability. If the requested replacement product is unavailable, we may offer a refund or an alternative product. If there is a price difference between the original item and the replacement item, we will inform you before processing the exchange.

Please do not send items back before receiving our return instructions. Items sent without prior authorisation may experience delays in processing or may be sent to the wrong location.

6. Exceptions / Non-Returnable Items

The following exceptions apply only where permitted by law:

  • Custom-made or personalised products, including special orders made to your specifications.
  • Personal care goods or sealed goods that are not suitable for return for health protection or hygiene reasons.
  • Perishable goods and other goods that are liable to deteriorate or expire rapidly, as well as any other goods that are excluded from return or cancellation rights under the laws of the country of delivery.
  • Gift cards, digital codes, or similar non-physical products.

If you have questions about whether a specific item is eligible for return, please contact us at support@intellectdevice.com.

7. UK, European Union / EEA Consumer Rights

UK online orders: For most goods bought online, you have the right to cancel your order within 14 days after the day you receive the goods, unless an exemption applies by law. After telling us that you wish to cancel, you normally have a further 14 days to return the goods. The item must be returned in the same condition that you received it, and in its original packaging.

European Union / EEA orders: If your order is shipped into the European Union or EEA, you may have a 14-day cooling-off right to cancel or return your order for any reason and without justification, unless an exemption applies by law. The item must be returned in the same condition that you received it, and in its original packaging.

8. Refunds

We will notify you once we have received and inspected your return and will let you know whether the refund has been approved.

Where a statutory cancellation right applies, we will refund eligible payments to your original payment method within 14 days of receiving the returned goods.

If the applicable consumer protection laws of the country of delivery require a shorter refund period, that shorter statutory period will apply.

Please remember that it can take additional time for your bank, card issuer, or payment provider to process and post the refund.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at support@intellectdevice.com.

9. Contact Information

If you have any questions about returns, refunds, or need assistance with your order, please reach out to us through any of the following channels:

Business hours: Monday–Friday, 09:00–18:00 (UK Time).
We aim to respond to all enquiries within 1 business day.
Please have your order number ready to help us assist you faster.