RETURNS POLICY
We believe that is extremely important that you are happy with your purchase, therefore we are happy to offer you a 30 day money back guarantee* as outlined within this returns policy.
30 DAY MONEY BACK GUARANTEE*
You have 30 days from the delivery date to return an item for a refund.
To qualify for a refund all that we ask is that you ensure the item is unused, uninstalled, in its original unmarked packaging and suitable for resale.
To arrange a return under this guarantee, as set out in our returns policy, please complete the form on this page.
RETURNS PROCESS
1. Complete the returns application form on this page.
2. Receive an IINTRA returns reference number.
3. Repackage the item ensuring that you do not write on, or stick, anything to the product packaging itself.
4. Send the product back to us – our address can be found here.
5. Once received items will be inspected and we will process your return inline with our returns policy.
6. Refunds can take up to 10 working days to be processed from point of return to us.
RETURNING DAMAGED ITEMS
If in the rare circumstance you receive a damaged product from us, please follow these steps:
1. Report the issue to us within 48 hours of receiving your goods. This can be done by completing the returns application form on this page and then follow the returns process.
2. If requested, provide further supporting evidence of the claim such as photographs.
Please note: any claim made for faulty or damaged items after 48 hours from delivery will be denied.
Important Notice: IINTRA will not be held responsible for any costs incurred for booking a Tradesperson prior to receiving and fully checking your goods – please view our terms and conditions.
RETURNING FAULTY ITEMS
If in the rare circumstance you receive a faulty product from us, please follow these steps:
1. Report the issue to us within 90 days of receiving your goods. This can be done by completing the returns application form on this page and then follow the returns process.
2. If requested, provide further supporting evidence of the claim such as photographs.
RETURNS - FAQ's
Our returns address is:
RETURNS, IINTRA LIMITED, 22 YEW TREE CLOSE, LAUNTON, OXFORDSHIRE, OX26 5AE
Unfortunately not, this is your responsibility. We would recommend using a reputable carrier who can also provide adequate insurance for the shipment.
The process typically takes 7 – 10 working days.
RETURNS APPLICATION
RETURNS POLICY
Cancellation of an Order
IINTRA hope that your chosen product(s) are exactly what you wanted, however, we do understand that from time to time issues may occur. For example, parts may be damaged or faulty, or you simply might change your mind over the purchase.
If you wish to cancel your order prior to the goods being dispatched, please contact us to let us know as soon as possible as once an item is shipped we cannot cancel the delivery you will instead need to request a return.
30 Day Money Back Guarantee
After submitting your returns application you will be provided with a reference number.
When sending your item back to us, please ensure that you have properly repackaged it and that you have not written on, or stuck, anything to the product packaging itself.
Please note: we will not cover the cost, or arrange for a collection of unwanted goods, nor do we refund any associated shipping charges.
Finally, we reserve the right to inspect items that have been returned to us and may deny any applicable refund or enforce a maximum restocking fee of up to 25% of the original purchase price for failing to return a product that is suitable for resale. Reasons may include, but aren’t limited to:
damaged or defaced packaging, missing accessories, parts or products, evidence of installation, misuse, deliberate damage.
Return of Goods
Please note: we cannot accept returns in person under any circumstance.
Returns: unwanted – we will not refund any applicable delivery charge or settle any claim for returns charges.
Returns: damaged – in order to claim that a product was damaged on delivery you must first notify us of the damage by completing the Returns Application that can be found on the Returns Policy page of our website. This application must be claimed, submitted and acknowledged within 48 hours of the products delivery. Any claim made after 48 hours will be denied. Once a claim is accepted by IINTRA we will provide you with a replacement product, free of charge delivery as well as a refund, not exceeding £7.00 including VAT, to cover your return shipment charge. A receipt for any postage cost will be requested from you.
Returns: faulty – in order to claim that a product is faulty you must first notify us of the problem by completing the Returns Application that can be found on the Returns Policy page of our website. This application must be claimed, submitted and acknowledged within 90 days of the products delivery. Any claim made after 90 days will be denied. Once a claim is accepted by IINTRA we will provide you with a replacement product, free of charge delivery as well as a refund, not exceeding £7.00 including VAT, to cover your return shipment charge. A receipt for any postage cost will be requested from you.
Exemptions
In no circumstances will IINTRA be liable for any costs incurred for:
1. Booking and having to cancel a tradesperson prior to receiving and checking your product(s).
2. Any charges applicable to having a tradesperson revisit for either an installation or removal of product due to fault. The liability shall not exceed the value of the original product purchase its refund or replacement.
Product Inspections
In all instances, when a product is returned to IINTRA, it will be inspected before replacement or refunds are issued.
IINTRA reserve the right to deny refund, or replacement. Reasons may include, but are not limited to:
Damaged or defaced packaging, Missing accessories, parts or products, evidence of installation, misuse, deliberate damage.
In cases of claims of product faults, products may be tested by the manufacturer. if it is determined the goods are not faulty or if the faults are deemed to be caused by damage or abuse this will void any guarantee, goods will be returned to you and no refund or replacement issued.
Product Guarantees
For more information about our Manufacturer’s Guarantee, please click here.
KLARNA - RETURNS POLICY
All refunds will be issued according to IINTRA’s policy for returns and cancellations. Once IINTRA has registered your return or cancellation with Klarna, your refund will be processed, you can expect your refund as outlined below:
Your refund will be processed to your original form of payment. If your original form of payment is associated with a now closed bank account or credit card, please contact your financial institution regarding the refund. If you have paid for your order with a card, the refund will be made back to the same card.
Refunds for Pay in 3 are processed in different ways, depending on the status of your payment schedule, how much you have paid and if the merchant has processed a full or partial refund.
Full refund
If a full refund is registered on your order, possible remaining payments will be cancelled and the already paid amount will be refunded to the card used to make the payment.
Partial refund
In case the partial refund was more than the remaining balance on your order, the amount will be deducted from the outstanding balance first and the difference will automatically be refunded to the card you used to pay off the purchase.
In case the partial refund was less than the remaining balance on your order, the amount will be deducted from the outstanding balance and spread evenly over the remaining payments.
Good to know: The refund will be processed within 5-7 days of IINTRA logging the returned or cancelled order. If IINTRA’s return policy does not allow refunds to the original form of payment, for example, they only allow store credit, you are still responsible for your payments to Klarna associated with that purchase.
Still waiting for your refund?
Refund processing times vary and can take up to 10 days depending on your financial institution. To check the status of your refund, please confirm first that IINTRA has updated your statement accordingly and check if you might have already been refunded to your original payment method.
If 10 days have passed since the issue of credit and you are still missing your refund please contact us for further support.
