Returns & Refunds Policy

We want you to be completely satisfied with your purchase from Mediacoms Direct. If you change your mind, you can return your items under the specific consumer or trade policies outlined below.

1. Consumer Returns Policy (Change of Mind)

This section applies strictly to retail consumers purchasing online.

  • Return Window: You have 14 days from the date of delivery to notify us that you wish to return your order for a refund. Once notified, you have a further 14 days to safely return the items to our office.
  • Condition of Items: Returned items must be unused, uninstalled, and in their original packaging with all accessories, cables, manuals, and protective wrappings included.
  • Damaged Packaging: We reserve the right to reduce your refund value or refuse the return if the item or its retail packaging arrives damaged.
  • Return Shipping Costs: All return postage and shipping charges are paid strictly at the customer’s own cost. We highly recommend using a tracked shipping service with adequate insurance coverage.

2. Business-to-Business (B2B) & Trade Account Returns

Purchases made via Trade Accounts or as Business-to-Business (B2B) transactions are excluded from consumer cooling-off regulations. The following dedicated procedure applies:

B2B Returns Procedure

  • Prior Approval Required: To return any goods, a Return Material Authorisation (RMA) must first be obtained from our team. Please call 01279 656983 or submit your request with the Manufacturer, Model Number, Serial Number, Date of Purchase, and the Reason for Return.
  • RMA Validity: Issued RMAs are valid for 30 days. Any items returned after this period, or those not matching the RMA details, will be refused.
  • Documentation: Your printed RMA confirmation must be securely attached to the outside of the package being returned. Products returned without a valid RMA number will be quarantined, causing processing delays or refusal.

Non-Fault Trade Returns (No Longer Required)

At our discretion, we accept the return of unwanted trade items for a refund or exchange, provided the following conditions are met:

  • The item(s) being returned must have a total value exceeding £75.
  • Goods must be returned in their original, unopened, undamaged, and unmarked manufacturer packaging.
  • The return request must be submitted within 90 days of the sales invoice date.
  • The buyer agrees to cover all associated return costs, including carriage and insurance.

B2B Restocking Fees

  • Returns within 30 days of the invoice date: A 15% restocking fee will apply.
  • Returns between 31 and 90 days of the invoice date: A 25% restocking fee will apply.
  • Graded Items: If returned trade items are deemed unsuitable for resale as brand new, we may, at our discretion, restock them as graded items subject to a 25% fee (Grade A) or 35% fee (Grade B).

Exclusions to Non-Fault Trade Returns

We are strictly unable to accept returns for the following:

  • Custom orders, special orders, and non-stock items, including software licences.
  • Items valued at less than £75.
  • Specific brand items including all Projector screens, racks, Sanus racks, JVC projector lamps, and bulk/custom cables.
  • Graded or clearance products.

3. Faulty, Damaged, or Warranty Returns

For Consumers

  • 30-Day Statutory Right: If your item arrives faulty, damaged, or not as described, you have 30 days from delivery to claim a full refund, repair, or replacement.
  • Pre-approval: If an item is genuinely faulty, we will cover or credit the return shipping costs. Please contact us before booking a courier.

For B2B & Trade Accounts

  • Testing & Verification: Faulty equipment must be authorized via an RMA. Upon receipt, the product will be tested by our Service team. If a fault is verified, we will process a repair or issue a credit note.
  • No Fault Found Fee: If no fault is found during testing, the item will be returned to you with a £35 + VAT administration charge, plus outbound return carriage costs.
  • Warranty Voiding: If the fault arises due to non-compliance with manufacturer guidelines for storage, installation, or maintenance, or if the goods have been altered, a repair or refund will be refused.

4. Damaged in Transit (All Orders)

  • Inspection: Upon receiving your order, please inspect the packages carefully. If the items appear visibly damaged, refuse the delivery and notify us immediately.
  • Unchecked Deliveries: If you are unable to inspect the goods at the exact time of delivery, sign for the parcel as "unchecked".
  • Reporting Window: Any items found damaged after delivery must be reported to us within 24 hours, including photographic evidence of both the item and packaging.

5. Deposits & Custom Orders

  • Certain products and all Custom / Bespoke Orders require a 50% deposit at the time of placing the order.
  • Such orders cannot be modified, cancelled, or returned once the deposit is paid. The remaining 50% balance is due once the goods are produced and leave the factory.

6. How to Return Your Items

  • Contact Us: Call our team on 01279 656983 to notify us of a consumer return or to generate a trade RMA number.
  • Pack Securely: Double-box or use additional protective packaging to prevent damage during transit. Ensure your invoice or RMA form is easily accessible.
  • Send to Our Warehouse: Unit I Suite 1, Peek Business Centre, Woodside Industrial Estate, Bishops Stortford, Hertfordshire, CM23 5RG