Delivery & Returns

For good(s) returns the buyer must raise an RMA within their online account relating to the relevant order number stating all requested information. Returned good(s) will not be processed until a buyer RMA has been raised. My KNX Store reserves the right to refund all or part of the original invoiced total. For any assistance regarding the RMA process please contact: [email protected]

Following a raised RMA, the buyer will be notified by email regarding the subsequent procedures. All refunds shall be processed in the same form of payment the original order was purchased within 3-weeks of My KNX Store receiving the returned good(s).

All good(s) returns must be received in an unboxed, unused and resalable condition including original unmarked packaging and documentation.

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 Store, 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 Store reserves the right to recover collection costs if applicable.
• - Special / custom made good(s) can only be returned if found to be faulty.

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 Store, 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 Store reserves the right to recover collection costs if applicable.
• - Special / custom made good(s) can only be returned if found to be faulty.

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 funded and returned to the buyer.
• - Due to manufacturer testing, fault returns are subject to longer turnarounds.

All orders which contain out of stock or custom build good(s) will receive both an order lead time update and following dispatch confirmation via email. For orders which contain only in stock good(s) a dispatch confirmation will only be sent via email.

Free standard delivery is applicable for orders over £500 ex vat (UK mainland only, order total based on goods only).

My KNX Store is not responsible for any courier delays, failed deliveries or any other circumstances which fall outside of the company’s control.

In stock orders:

Orders comprised of all in stock good(s) placed before 15:00 will be dispatched the same working day. Orders placed after that time will be dispatched the next working day.

Out of stock orders:

Orders including any out of stock or custom build good(s) will be held until the order can be shipped in full, with the longest lead time applicable. A notification will be sent via email confirming all applicable lead times, this may take up to 2-working days.

Part shipments:

Orders are held until all goods are available for dispatch. Part shipments are available upon request and processed on a case by case basis. Multiple calls offs might be subject to additional carriage charges. Please contact: [email protected] stating the relevant Order number.

Express services:

Both Express pre-10:30 and pre-12:00 services are available, subject to delivery address. The selected delivery service is applicable when the order is ready to be shipped in full.
* Please note express services might be suspended during or in the lead up to public holidays. To check if express services are currently available please contact: [email protected]

Damages good(s):

Any damaged good(s) must be reported in writing within 48-hours of delivery. An RMA must be raised within the buyers online account detailing the good(s) in question. Any issues with raising the relevant RMA please email [email protected] stating order number and the damaged good(s) in question.

Incorrect or incomplete deliveries:

Orders which contain incorrect or incomplete quantities compared to the enclosed delivery note must be reported in writing within 48-hours of delivery. An RMA must be raised within the buyers online account for all incorrectly received good(s). Any issues with raising the relevant RMA please email [email protected] stating order number and the incorrect good(s) in question. For deliveries which include incomplete quantities compared to the enclosed delivery note please email [email protected] directly stating order number and the quantity discrepancies.

Received Deliveries:

The buyer must inspect all good(s) on delivery and report any damages or discrepancies within 48-hours of receipt of good(s). My KNX Store are not liable for any damages or discrepancies after this period.