Returns Policy and Procedure
I have received my order but I wish to return it
If you wish to return an unwanted item to us under our 30 Day Return Policy simply let us know by email firstname.lastname@example.org
- Select the 'Return an unwanted item (within 30 days)' option.
- In the 'Your Message' field, let us know the item or items you wish to return, the reason for the return and whether you want a refund or a credit.
On receipt of your message, we will add details of your request on our system and we will email you instructions on how to return the item to us.
We strongly recommend you use an insured delivery method such as Royal Mail Special Delivery. If it is a large item, we can organise a collection for a fee of £10.
Some items are excluded from our 30 day return policy,
I have a faulty product, what do I do?
We have found that many problems can be overcome by simply referring to the 'troubleshooting' section of your manual. If the goods still seem to be faulty please call us on 01603 486413 to discuss the fault and arrange the return.
If the fault occurs within the first 30 days you will always have the choice of either a replacement or a refund.
If the fault has occurred within the first six months after delivery, but after the first 30 days, you can request a repair or replacement of the faulty goods. However, we reserve the right to choose a solution when the choice of the customer is disproportionate or impossible to fulfil. In the majority of cases, it is likely that we will elect to send an item for repair in the first instance. If the repair is unsuccessful, you can then claim a replacement or a full refund. Alternatively we will seek to agree a price reduction with you if you wish to keep the product.
After six months, where you can demonstrate that the fault was present at the point of original sale, you can still request a repair or replacement and we will deal with this request in the same way as set out above.
In all cases, we reserve the right to inspect the product and verify the fault. If no fault is found, the product will be returned to you
Returning faulty drones
We are sorry to hear that you have experienced problems with your drone. Drones are incredibly complex flying machines. Occasionally users report a loss of control which can either be momentarily or for a long period of time. The most common cause for this is user error (on most occasions this happens to new pilots), this can be either due to loss of orientation while flying, or not performing the correct setup procedure. If you believe your drone to be faulty, please contact our customer service team. They will arrange for the return of the item, which will then be sent for testing. We are unable to replace or refund any drone until it has been fully tested and the fault has been confirmed.
I have a question about repairs
We try to get all repairs done as soon as possible and as a guide we say that repair can take up to 6 weeks. Obviously it depends on the fault as to how long it may take as sometime parts are needed from other parts of the world. We try to keep all our customers up dated with repairs but if you have a question regarding your repair call us on 01684 575486
- Shrink-wrapped, blister-packed or any items supplied in factory-sealed packaging.
- If the Box is opened and seal has been broken
- All consumable items (e.g; batteries, tape stock, adhesive tapes, lamps (bulbs), blank media etc...) once unwrapped.
- Computer Software and Hardware once unwrapped.
- Any computers built or modified by H.PRESTON to customer's specifications.
- Special Order items.
- Training DVDs (or other media) and books once unwrapped
- H.PRESTON gift vouchers cannot be redeemed for cash