Refund policy

For good(s) returns the buyer must request an RMA via the online RMA Request Portal for online orders or email support@myknxstore.co.uk for offline orders stating the order number and the good(s) to return along with the reason for return. A member of the My KNX team will then be in touch with an official RMA form to gather all relevant information.

No good(s) are to be returned without prior authorisation, returned good(s) will not be processed until the official RMA Request has been completed. My KNX reserves the right to refund all or part of the original invoiced total. For any assistance regarding the RMA process please contact: support@myknxstore.co.uk

Following receipt of the completed RMA Request, the buyer will be updated of the subsequent procedures. All applicable refunds shall be processed in the same form of payment the original order was purchased.

For unwanted goods RMAs, if approved, a refund will be issued within 3-weeks of My KNX receiving the returned good(s). The return window for unwanted items is 30 days from the date the good(s) have been delivered. It is the purchaser’s responsibility to return any unwanted good(s).

Please note we are unable to accept unwanted good(s) RMAs if the device box seal(s) have been broken.

For fault RMAs, all goods are to be returned to the relevant manufacturer(s) for testing. Timeline of test period varies. If the good(s) are approved under a warranty fault, a refund will be issued within 3-weeks of My KNX receiving testing approval from the manufacturer.

 

All good(s) returns must be:

  • Received in an unboxed, unused and resalable condition including original unmarked packaging and documentation.
  • Listed on the RMA paperwork which must be included in the box with the good(s) returned.

Good(s) returned which are not listed on the RMA paperwork will be rejected and returned with an additional re-delivery charge.

 

Good(s) returned within the 7-day cooling off period:

  • By law, buyers located in the European Union have the right to withdraw from the purchase of good(s) within 7-days after the date on which the good(s) were delivered.
  • When good(s) returns fall within this cooling off period, and there has been no error by My KNX , the good(s) in question will be refunded at the invoiced total.
  • Good(s) returned not in a saleable condition will be rejected or incur additional handling charges.
  • The cost of delivery or additional services provided will not be refunded.
  • My KNX reserves the right to recover collection costs if applicable.
  • Special / custom made good(s) can only be returned if found to be faulty.
  • Non-standard stock lines may incur additional supplier handling charges.

 

Good(s) returned after the 7-day cooling off period:

  • When good(s) returns fall between 7-30 days after delivery, and there has been no error by My KNX , the good(s) in question will be refunded at the invoiced total less a standard 15% restocking charge.
  • Good(s) returned not in a saleable condition will be rejected or incur additional handling charges.
  • The cost of delivery or additional services provided will not be refunded.
  • My KNX reserves the right to recover collection costs if applicable.
  • Special / custom made good(s) can only be returned if found to be faulty.
  • Non-standard stock lines may incur additional supplier handling charges.
  • Good(s) returned 30 days after delivery will not be accepted unless authorized by My KNX in writing.

 

Fault Returns:

  • Good(s) subject to a suspected fault will be returned to the relevant manufacturer for further testing.
  • If the good(s) are approved by the relevant manufacturer under a warranty fault the good(s) will be refunded at the invoiced total. Those good(s) rejected by the relevant manufacturer will not be refunded and will be returned to the buyer.
  • Due to manufacturer testing, fault returns are subject to longer turnarounds.
  • If the faulty good(s) have been subject to a manufacturer support ticket, please provide the relevant support ticket numbers as these can be required by some manufacturers prior to the good(s) being accepted back.

 

Training Course refunds:

  • Training course deposit payments are non-refundable and under the discretion of My KNX to transfer to a different course.
  • Training course balance payments are required two weeks before the course commences at the latest. Failure to fulfil payment by this deadline might result in the position(s) on the course being withdrawn. 
  • My KNX is not responsible for trainee travel / accommodation bookings.