1. THE SHORT VERSION
Trade goods are non-returnable unless they are faulty, damaged in transit, short, or not what you ordered. This policy applies to all goods sold by CEN-UK LTD to trade customers and forms part of our Trade Terms and Conditions. It replaces our retail Returns Policy for trade orders.
| Situation | Report within | What we do |
|---|---|---|
| Ordered in error, not needed, wrong fitment | — | Not returnable |
| Transit damage, shortage, wrong item sent by us | 2 working days of delivery | Replace, send the missing item, or refund |
| Dead on arrival (faulty out of the box) | 14 days of delivery | Replace, or refund if no stock |
| Fault after 14 days, within manufacturer warranty | Warranty period | Repair, replace or refund via the manufacturer's warranty process |
| Special orders | — | Not returnable unless faulty |
Non-returnable means we do not accept returns, exchanges or refunds for goods that are not faulty, whether opened or unopened.
2. TRANSIT DAMAGE, SHORTAGES AND WRONG ITEMS
2.1 Check every delivery on arrival. If the outer packaging is damaged, sign for it as "damaged" or refuse it.
2.2 Tell us within 2 working days of delivery, quoting your order number, with photos of the damage, the packaging and the shipping label.
2.3 Do not fit, use or dispose of damaged goods or their packaging until we have confirmed the claim. We may need them for the courier's investigation.
2.4 Where the claim is accepted we will, at our choice, send a replacement or the missing item, or refund the price paid. If we sent the wrong item, we will arrange its collection at our cost.
2.5 Claims reported after 2 working days, or for goods signed for as received in good condition, may be refused.
3. FAULTY GOODS
3.1 Dead on arrival. If an item is faulty when first installed or powered up and you report it within 14 days of delivery, we will replace it once the fault is confirmed. If we cannot supply a replacement, we will refund the price paid.
3.2 Faults after 14 days. Faults reported after 14 days but within the manufacturer's warranty period are handled under that manufacturer's warranty process. Depending on the manufacturer, the item will be repaired, replaced or refunded, and some manufacturers deal with trade claims directly. We will tell you which applies.
3.3 Before returning an item, please check installation, wiring, fuses, power supply and settings, and try a reset where the product allows it. Many reported faults are installation or setup issues. Our team can help you diagnose over the phone.
3.4 Repair and replacement times depend on the manufacturer. We cannot supply loan or swap units unless we agree to in writing.
4. HOW TO RETURN A FAULTY ITEM
Every return needs a Returns Authorisation (RA) number from us first. Goods sent without one may be refused or returned to you at your cost.
Returns must come from you, not your customer. Our contract is with your business as the trade buyer, not with your end customer. Please deal with your customer's claim yourself and send any faulty item to us from your business. Do not ask your customer to return goods to us or contact us directly. Items sent to us by a third party may be refused or returned at your cost, and we cannot correspond with your customer about a claim.
- Email sales@cen.uk or call 0115 924 0666 with your order number, the product and serial number, the vehicle or system it was fitted to, and a clear description of the fault (photos or video help).
- We will confirm whether the claim is accepted for inspection and give you an RA number.
- Pack the item securely, in its original packaging where possible, with all accessories, cables and manuals, and mark the RA number clearly on the outside.
- Send it to the returns address below using a tracked service. You pay the cost of sending items to us, except for wrong items we supplied (2.4). Goods are your responsibility until they reach us.
- We will return repaired or replacement goods to your business address at our cost within the UK mainland.
5. INSPECTION AND OUTCOME
5.1 We, or the manufacturer, will inspect and test every returned item. A claim is accepted only once the fault is confirmed.
5.2 Where the fault is confirmed, we will repair, replace or refund, at our choice. Refunds are made to the original payment method.
5.3 Refunds are limited to the net price you paid, excluding original delivery charges.
5.4 No fault found. If no fault is found, or the fault is caused by something this policy does not cover (section 6), we will return the item to you and may charge for testing, handling and return carriage. We will tell you the charge before we send it back, and it must be paid before the item is returned.
5.5 Items left with us for more than 60 days after we tell you a claim has been rejected may be disposed of.
6. WHAT IS NOT COVERED
- Goods that are not faulty, including items ordered in error, surplus stock, or items that do not fit or suit the vehicle or application
- Special orders, unless faulty
- Damage from incorrect installation, wiring, fusing or power supply
- Physical damage, water ingress, heat damage, misuse, modification or unauthorised repair
- Burnt speaker voice coils or amplifiers driven beyond their rated power or into clipping
- Normal wear and tear, and consumables such as fuses, adhesive pads and batteries past their usable life
- Software, firmware updates, licence or activation codes once supplied or used
- Items with serial numbers removed or altered
- Labour, removal and refitting, vehicle costs, or any other costs or losses connected with a fault
7. CONTACT AND RETURNS ADDRESS
Email sales@cen.uk or call 0115 924 0666 for an RA number before sending anything.
Trade Returns, CEN UK LTD, Unit 25 Technology Drive, Beeston, Nottingham NG9 1LA
CEN-UK LTD, registered in England and Wales, company number 07254850, VAT number GB990702802.
