Refunds and Returns Policy

Consumer Customer Returns Policy

14 Day Refund Policy

Consumer Customers are allowed to return an order at their cost for a refund within 14 days upon the delivery of the order. However, all refund requests must be emailed to support@coltellait.com. Upon doing so, we will provide you with specific instructions on how to proceed with returning the goods back to us and will check the following conditions are met;

  • The item must have been purchased from Coltella (coltella.ltd).
  • A refund request was submitted and received within 14 days upon the delivery of the order.
  • Your order must have all of its original packaging with all of its accessories and other materials in an undamaged condition.
  • Your order must be returned to our specified address within 14 days after we acknowledge your request.
  • The Item is not part of the following list excluded from the 14 day return policy:
    • All headphones, earphones, and personal care items will not be eligible for returns due to hygiene concerns.
    • Cameras must not have their shutter count exceed 30.
    • All Apple products that have been activated.

Faulty Products

If the items that you receive are found to be dead on arrival (DOA) with a manufacturer defect you may choose to return the item to us under the 14 day return policy providing the following conditions are met:

  • The item must have been purchased from Coltella (coltella.ltd).
  • A return request was submitted and received within 14 days upon the delivery of the order.
  • Where required, the manufacturer has confirmed the item is DOA with a case reference number.
  • Any external network related issue (e.g. SIM Card, availability, coverage, service, range etc.) of mobile phones and tablets are not covered.
  • Any issues caused by the firmware, software, modification to operating system such as rooting and jailbreaking will not be covered.
  • Your order must have all of its original packaging with all of its accessories and other materials in an undamaged condition.
  • Your order must be returned to our specified address within 14 days after we acknowledge your request.

Where Coltella has indicated to the Customer that the return of a Product is permitted, the Customer is responsible for ensuring that the Products are returned undamaged to Coltella (or the relevant third party) in their original packaging together with all disks, manuals, cables and any other peripherals, accessories, consumables and other parts or items with which they were boxed or inseparably supplied. The external packaging must not be damaged or defaced so it is recommended the goods are re-boxed for transport.

Coltella is not responsible for damage caused during shipping of the products.

Refunds are issued to the original payment method within 7 days of receipt of the products.

This does not affect your statutory rights.

Corporate Customer Returns Policy

Where returns are permitted by our supply chain, Coltella allows Customers to return unopened Products within 30 days of delivery; however, all returns are at Coltella’s sole and absolute discretion, will depend on our suppliers’ returns policies and may be subject to reasonable restocking fees or other conditions. Other than in line with the relevant Manufacturer’s ‘dead on arrival’ (DOA) policies or warranties, Coltella will not accept returns with a value below £50.

Under no circumstances will Coltella accept returns of opened Products unless those Products are faulty and the provisions of the remainder of this clause 7 are met. For the avoidance of doubt, no Software on which the seals have been broken can be returned. Software licences provided electronically (i.e. other than in physical format) are non-refundable.

In circumstances where return of Product(s) is permitted by Coltella, it will issue a credit note to the Customer so the invoice for the relevant Product is deemed cancelled and, in the event a Customer has already paid for those Products, a refund will be granted.

The refund or replacement of faulty or defective Products is subject strictly to individual Manufacturer’s DOA policies or warranty, available on request.

The Customer must observe the requirements of the Manufacturer’s DOA policy and/or warranty, including notifying Coltella of a defect in the Products within the required time limit.

Although Coltella may make reasonable endeavours to troubleshoot any problems the Customer experiences with the Products, the Customer acknowledges that Coltella is not the Manufacturer of the Products and that Coltella may be contractually limited by that Manufacturer as to the extent of the assistance they are permitted to provide. Accordingly, the Customer may be required to contact the Manufacturer’s technical department to troubleshoot and/or to obtain DOA authorisation (which shall be retained by the Customer, along with any call/case reference numbers, and presented to Coltella upon request).

In the case where it is established that Products are faulty or defective within the relevant Manufacturer warranty or DOA period, Coltella’s customer service department will arrange with the Customer to have the Products collected or returned. In some instances, the Manufacturer’s warranties require the Customer to contact a repair agent directly. If this is the case, the Customer will be informed by Coltella’s customer service department and provided with the contact details for the relevant Manufacturer to discuss such collection or return.

Where Coltella has indicated to the Customer that the return of a Product is permitted, the Customer is responsible for ensuring that the Products are returned to Coltella (or the relevant third party) in their original packaging together with all disks, manuals, cables and any other peripherals, accessories, consumables and other parts or items with which they were boxed or inseparably supplied so as to ensure satisfaction of the Manufacturer’s DOA policy and/or warranty stipulations (as appropriate), safe transit and ease of identification. The external packaging must not be damaged or defaced so it is recommended the goods are re-boxed for transport.

The Products will be tested on receipt. If no fault is found the Products shall be returned to the Customer at the Customer’s cost. If a fault is found and the applicable Manufacturer’s DOA period is exceeded, then the Products will be repaired and/or replaced under the terms of the Manufacturer’s warranty, to the extent that such warranty remains in force at that time.

In the event that the Manufacturer’s DOA cover and/or warranty have lapsed, expired, been invalidated or did not apply, Coltella shall have no liability to the Customer for such Product(s).

Full terms and conditions are available at https://www.coltella.ltd/terms