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Refund policy

This policy sets out your rights and our procedures for returns and refunds. It applies to all purchases from Screen Moove unless otherwise agreed in writing.

  • Consumers (B2C): You may return items within 30 days of delivery (14 days statutory cooling-off, extended by us to 30 days as goodwill).

  • Business customers (B2B): You may return items within 14 days of delivery under our contractual return policy.

Order Cancellations

  • You may cancel any order before dispatch, if your order has already shipped, you can refuse delivery and inform us. Once the goods are returned to our warehouse in their original condition, we will process your cancellation and issue a refund.

1. Consumers (B2C Orders)

14-Day Cooling-Off Period

For online and distance sales, UK law gives you the right to cancel your order within 14 days of delivery, without giving a reason.

  • You must inform us of your decision within 14 days of receiving the goods.

  • You then have a further 14 days to return the goods.

  • We will refund the full product price and the standard outbound delivery charge within 14 days of receiving the goods or proof of return.

  • You are responsible for the return postage unless we agree otherwise.

Condition of return: you may handle goods to establish their nature, characteristics and functioning, as you would in a physical store. If goods are handled beyond this, we may make a deduction for any loss in value.

Our Goodwill Extension (Days 15–30)

We extend the statutory return period to 30 days from delivery for unopened and resaleable products for which falls in B2C terms.

  • Items must be unused, in resaleable condition, and original sealed packaging.

  • Where packaging or parts are missing, we may make a reasonable deduction.

  • Restocking fee may apply.

Inspection of Products

Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If the purchased product is damaged/faulty, reach out to us within 48 hours from the delivery receipt. Outside of this window, we may not be able to offer any further replacements. Please retain your packaging until products are installed and working.

No Trial Period
It's essential to understand that the Consumer Rights Act does not grant a trial period for usage.

Faulty Goods

  • Within 30 days: you have a short-term right to reject faulty goods for a full refund, or you may choose repair or replacement.

  • After 30 days: your goods are covered by the manufacturer’s warranty. We will help facilitate repair or replacement in line with the Consumer Rights Act 2015.

1.1 Installation of goods

Installation of goods
Before installation, inspect your goods thoroughly at ground level. Ensure that you examine the device from all angles - front, back, left, right, top, and bottom. If you identify any damage, please notify us within two working days of receiving the product.

  • Testing: Prior to installation, connect the device to a power source on ground level and ensure it operates correctly.

    Installation: If the device is in proper working condition, you may proceed with the installation. Please be informed that the installation process and its outcomes are solely your responsibility.

  • Third-Party Involvement: Screen Moove is not liable for any damages or issues arising from third-party companies during or post installation.

2. Business Customers (B2B Orders)

Business purchases are not covered by consumer cooling-off rights. However, we offer a contractual 14-day return policy under the following conditions:

  • Goods must be unopened, unused and in resaleable condition.

  • Returns are subject to a restocking deduction to cover inspection, testing and repackaging costs.

  • Return shipping costs are the buyer’s responsibility.

  • Faulty or misdescribed goods will be dealt with in line with the Sale of Goods Act 1979 and manufacturer warranty.

3. Dead on Arrival (DOA) & Transit Damage

If your item arrives damaged or non-functional:

  • Please report transit damage as soon as possible (ideally within 48 hours) with photographs of packaging and the product. This helps us claim with couriers but does not affect your statutory rights.

  • Keep all packaging until the issue is resolved.

  • Once validated, we will replace or refund the item at no cost, including collection and redelivery.

4. Returns Procedure (RMA)
Please be advised that items returned to us without a prior RMA Number (Return Merchandise Authorization) will not be accepted. In such cases, we cannot assume responsibility for the items. To ensure a smooth return process, customers must obtain an RMA Number before sending any merchandise back to us.

To be eligible for a return, items must be in the same condition as received, sealed, unworn or unused, with tags, and in their original packaging. Proof of purchase will also be required.

Important: RMA collections can only be arranged from the original delivery address. We cannot raise a faulty item RMA to a different collection address. If you would like us to collect the goods, the RMA must be raised at the address where the order was originally delivered.

To initiate any return:

  • Please visit here to understand how to return an item: https://screenmoove.com/pages/return-an-item

  • Package the goods securely, use the original packaging.

  • Include all accessories, manuals, and cables. Missing items may result in a deduction.

  • Use a tracked courier service. Returns remain your responsibility until received.

Returns without an RMA will still be processed if legally valid, but identification and resolution may be delayed.

4.1 Exchanges

We do not offer, exchange service. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted we will issue your credit back. You can make a separate purchase for the new item.

5. Refunds

  • Refunds are made to your original payment method within 14 days of us receiving the returned goods or valid proof of posting.

  • If you used a pre-paid returns label provided by us, the cost will be deducted from your refund unless the goods are faulty.

  • Refund adjustments may be made for:

    • Loss in value caused by excessive handling (consumer returns)

    • Missing parts or manuals

    • Software licences that have been claimed or activated

6. Exclusions

The following items cannot be returned unless faulty:

  • Bespoke, customised or personalised products

  • Digital design - goods and licences once activated

  • Hazardous materials (where applicable)

  • Gift cards

7. EU Customers

If goods are shipped into the EU, you have the right under EU law to cancel or return your order within 14 days, for any reason and without justification.

Contact

For all return queries, please contact:
Email: info@screenmoove.com
Phone: 0208 1919223