Refund and Returns Policy for Sussex Film Office Marketplace

Effective Date: 01/10/2024

1. Introduction

This Refund and Returns Policy outlines the standard terms for returning items purchased or rented through the Sussex Film Office Marketplace. Individual suppliers may have their own return policies, which will take precedence if clearly labeled in their store. If a supplier does not have a specified policy, this standard policy will apply.

2. General Conditions for Returns

2.1 Eligibility for Returns

Returns may be initiated only due to issues with the item. Valid reasons for returning items include:

  • The item is damaged due to an inherent fault.
  • The item does not match the description provided by the supplier.
  • User error or dissatisfaction with the item does not constitute valid grounds for a return.

2.2 Condition of Returned Items

All returned items must be in the original condition in which they were sent to the customer by the supplier. This includes original packaging and any included accessories.

3. Return Policy for Purchased Items

3.1 Return Window

Customers have a 30-day return window from the date of purchase to initiate a return.

3.2 Initiating a Return

To return a purchased item, customers must:

  1. Contact the supplier directly to arrange the return.
  2. Provide details of the issue and request a return authorization.

3.3 Refunds

Once the supplier has received the returned item and verified its condition, the customer will be eligible for a full refund of the purchase price, minus the cost of shipping. Refunds will be processed using the original payment method.

4. Return Policy for Rental Items

4.1 Return Condition

Rental items must be returned in their original condition, free from damage beyond normal wear and tear.

4.2 Initiating a Return

Customers should contact the supplier directly to arrange the return of rental items. Valid reasons for returning rental items include:

  • The item is defective or not functioning as described.
  • The item is damaged due to an inherent fault.

4.3 Refunds for Rental Items

Refunds for rental items will be determined based on the supplier's policy. In cases where a refund is applicable due to defects or issues, customers will receive a refund for the rental fee as outlined in the supplier's policy.

5. Contact Information

If you have any questions about this Refund and Returns Policy, please contact us at:
Email: marketplace@sussexfilmoffice.co.uk

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