Refund and Returns Policy – Physical Products

This Refund and Returns Policy – Physical Products applies to Physical Products purchased through the Site. It works alongside your statutory rights, which are unaffected. Where this Policy gives you a right that is more generous than your statutory rights, you keep the statutory right. Digital Products are covered by the Refund Policy – Digital Products and Memberships by the Refund Policy – Memberships.

You may return a Physical Product within fourteen (14) days of receiving it for a full refund of the price you paid, subject to §8. You do not need to give a reason. To exercise the right, tell us you wish to return the item, and then send the item back within a further fourteen (14) days, so it reaches us within twenty-eight (28) days of delivery. Return shipping is at your cost unless the item is faulty, damaged, incorrect or not as described, in which case we cover it.

Where you are a consumer in the EU or UK, this right is in addition to, and does not replace, any right you have to reject goods that are faulty, damaged, not as described, or not fit for a purpose.

For a full refund, please return Physical Products:

We may decline a return or reduce a refund where the Product does not meet these requirements, and will tell you why and offer a partial refund or store credit instead.

• in the condition you received them, with all packaging, labels, tags, manuals, accessories and included items;
• unused and unopened where the Product is sealed, or otherwise opened only as far as reasonably necessary to inspect;
• free from damage, wear, alteration, marks and signs of use;
• with all promotional items and free gifts included.

(a) Email support@impactsourcetechnologies.com with your order number and the Product name, and tell us the reason for the return. We will confirm and issue a return authorisation reference where required by our carrier.

(b) Pack the item securely in its original packaging, or a sturdy equivalent that will not crush or tear the item.

(c) Include a note with your order number and return authorisation reference.

(d) Send it, at your own cost, to the returns address we provide. Do not send items without contacting us first, as items sent without authorisation may not be processed.

(e) Keep your proof of postage until your refund is processed.

Return shipping is paid by you unless the Product is faulty, damaged, incorrect or not as described, in which case we pay it. We recommend tracked shipping and, for international returns, a carrier that offers duty-paid collection.

• Once your return arrives and has been inspected, we will confirm and process your refund within five (5) business days. We do not refund until we have received and checked the returned item.
• Refunds are issued to the original payment method. Your bank or payment provider typically takes a further ten (10) business days to credit the funds, and may apply currency-conversion or cross-border fees. We cannot refund to a different account or method than the one used for payment.
• Original shipping charges are non-refundable unless the Product was faulty, damaged, incorrect or not as described.
• Where a partial refund is agreed, the amount will be confirmed in writing.

If a Physical Product is faulty, arrives damaged, or is not what you ordered, contact support@impactsourcetechnologies.com within fourteen (14) days of delivery with your order number and clear photographs of the product and its packaging. We will, at your option:

Where a Product is genuinely faulty, this right is not limited to fourteen days and does not affect your statutory rights as a consumer.

• send a replacement at our cost; or
• arrange a repair where reasonable; or
• refund you in full, including original and return shipping.

We offer exchanges for items of equal value where stock is available. Contact support@impactsourcetechnologies.com within fourteen (14) days of delivery. Where a price difference applies, we will invoice or refund the difference. Where an exchange is not possible, we will offer a full refund instead.

We cannot accept a return of a Physical Product that:

In these cases we will notify you and, where possible, offer a partial refund, a replacement or a store credit.

• has already been returned for refund twice;
• is damaged, altered, incomplete or shows signs of use beyond reasonable testing;
• is missing its original packaging, labels or accessories;
• is returned without a valid order reference and proof of purchase;
• is perishable, personalised, made-to-order or a hygiene-related item;
• is marked "final sale" or "non-returnable" on the Product page at the time you ordered.

We are not responsible for items returned to us that we did not authorise, or that arrive after the twenty-eight (28) day window. If we receive such an item, we will, where possible, offer to return it to you at your cost. Items uncollected after sixty (60) days may be donated or disposed of, after reasonable notice.

If an order does not arrive, or delivery fails, contact support@impactsourcetechnologies.com with your order number. Where a Physical Product is lost in transit or delivery has failed and is not recoverable within a reasonable period, we will, at your option, reship or refund in full including original shipping. Where the parcel is delayed but moving, we will normally continue to monitor rather than refund immediately.

Refunds are issued at the amount you actually paid. Where a purchase was made with a discount, coupon or promotional price, we may apply the discount proportionately to the refunded amount, or decline a refund where we cannot reverse the promotion, and will explain this in advance.

Before raising a chargeback or payment dispute with your bank, please contact support@impactsourcetechnologies.com. We will work with you to resolve the issue, and in most cases we can resolve it faster than a bank process. An unreconciled chargeback may delay your refund. Where a chargeback is raised without prior contact, or where a payment is found to be fraudulent, we may suspend or terminate access to the Site or Products, and we will report the matter to our payment processors and, where appropriate, law enforcement.

Email support@impactsourcetechnologies.com with:

We respond within five (5) business days.

• your order number;
• the email address used for the purchase;
• the Product name;
• the date of purchase and the date of delivery;
• the reason for the request.

We may update this Policy. We will post the updated version with a new date. Where a change is unfavourable to you and we hold your contact details, we will give at least thirty (30) days' notice by email before it takes effect. Changes do not affect refunds already granted.

Returns and refunds: support@impactsourcetechnologies.com. Please include your order number.