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Delivery & Returns

Delivery

LAYEN
is open from 9am to 5pm GMT, Monday to Friday from 9am until 5pm. We want you to receive your order quickly and will aim to dispatch it within 1 day. We offer 2 flat rate delivery charges:

UK Standard Shipping = £1.99
International Shipping = £9.99 (sent on a tracked service)

We use Royal Mail for most orders. If you are based in the UK you can expect to receive your item(s) within 1-3 working days. For European or worldwide orders please allow approx 7 days.

Cancellations

We will try to cancel orders prior to dispatch where possible. Please note there is a very small window to do this as orders are automatically sent to the warehouse for picking and packing. In the even that you want to cancel, but the order is already being processed you will be able to return the item once you've received it, for a refund. Please follow the returns procedure below.

Returns

It is important to us that you are happy with your order. Therefore, if you wish to return an unwanted item you have 14 days to do so, from the date of dispatch and must follow the returns procedure below. We cannot offer refunds after this period. We will offer exchanges up to 28 days.
 
Returns Procedure:
  1. If you are having problems setting your new device up or have found your device is incompatible, please message us via the contact form so that we can identify the issue and recommend an alternate solution for you. 
  2. When returning an incomaptible or unwanted item we can only provide refunds, not exchanges. We are not responsible for return postage costs (please see below for how to send). If you require a different product, please return your item for a refund and purchase the alternate product separately. 
  3. If we believe the product has a fault, we will need you to return it to us for testing. In this instance we will be able to send you a replacement.
  4. When returning an item it is essential that you include all the relevant paperwork.  This includes a copy of your invoice / dispatch note or order which MUST include your name, contact details, order number and the reason for return.
  5. Please also include any email correspondance we have had with you.
  6. The unwanted item must be returned in the same condition in which it was sent i.e. in an un-used and re-saleable state. It is the customer's obligation to ensure that goods are returned within their original box and packing. 
  7. Please send the item to: LAYEN, Suite 2, Sandhurst House, 297 Yorktown Road, Sandhurst, Berkshire, GU47 0QA.
  8. Please note: the goods are your full responsibility until we take receipt of them. We recommend sending either 1st Class and obtaining a proof of postage from the post office (essential incase items go missing) or send by Royal Mail recorded delivery to minimise the risk of loss and you having to make a claim on lost post. If sending 1st class and using the envelope the item was sent to you in, the cost will be minimal - the price of a large letter.
  9. Please ensure adequate packing to prevent any damage in transit. 
  10. We will not be able to provide a refund for any postage costs incurred when returning the item back to us, or original postage costs when the order was made.
  11. When we have received the item(s) back, we will usually issue a refund within 2 days of receipt, but please allow 7 days. 
  12. For faulty items that require a replacement we will endeavour to send the replacement within 7 days, but this will be subject to stock levels. If we are unable to provide a replacement within 28 days, we will advise of the anticipated delivery time and offer a refund if this is not suitable.
  13. Without your order number / contact details we will be unable to process your return.
Faulty Products
 
If the return is due to missing or faulty parts then we will offer a full refund or replacement provided we are made aware of this within 48 hours of delivery. Faulty products must not be destroyed or disposed of, they must be returned to us following the standard returns procedure above.
 
We will ask you to return the item, using the above procedure. On receipt we will test the product and if found faulty, we will send a replacement immediately or issue a refund. Please indicate your desired outcome (replacement or refund) within the return, so that we know which course of action to take. We can not issue a replacement or refund without having received the item back.
 
Items must be returned in their original condition and in a resalable state. If we receive it in an unacceptable condition, we will return it to you. 
 
Please be advised returns will take up to 72 hours to process from receipt, but can take up to 7 days.