Refund policy

Consumer or business purchase?

A consumer is an individual buying wholly or mainly for purposes outside their trade, business, craft or profession. A business purchase is made wholly or mainly for business purposes. A company name or VAT number alone does not determine your status.

Read the Consumer terms of sale or the Business terms of sale that apply to your purchase. This policy summarises those terms. Nothing in this policy excludes rights that cannot lawfully be excluded.

Consumer purchases

Changing your mind

For most goods bought online, including standard signal boosters and equipment, you may cancel from placing your order until 14 days after the day you receive the goods. For an order delivered in separate parts, the period runs from receipt of the last part. Tell us before the cancellation period ends by emailing info@senecaenterprise.com or by any other clear statement. You may use the cancellation form in our Consumer terms, but do not have to.

You must send the goods back without undue delay and no later than 14 days after telling us you are cancelling. This is the dispatch deadline, not the date the parcel must arrive. You pay the direct return cost where we informed you of that obligation before purchase. Contact us for the return address. Please return all components in suitable protective packaging and retain proof of dispatch.

Refunds and inspection

We refund the price of the cancelled goods and the basic outbound delivery charge, excluding any extra paid for premium delivery. We use your original payment method and charge no refund fee. Unless we have offered to collect the goods, we may withhold the refund until we receive them or evidence that you have sent them back, whichever is earlier. We refund without undue delay and within 14 days of that event. If we offered collection or there are no goods to return, the deadline is 14 days after you tell us you are cancelling.

Where we supplied the required cancellation information, we may deduct the actual loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. There is no automatic restocking fee or deduction solely for missing original packaging. Missing components, damage or excessive use may affect the goods’ value.

Exceptions, services and digital content

The change-of-mind right does not apply to goods genuinely made to your specification or clearly personalised. Ordering stock in, standard configuration or combining standard stock components does not by itself make goods exempt. Any applicable exception is identified before purchase.

Service cancellation periods normally run for 14 days after the contract is made. If you expressly requested an early start and received the required information, you must pay proportionately for services supplied before cancellation. A fully performed service loses its cancellation right only where the required express request and acknowledgement were obtained. For digital content supplied without a physical medium, cancellation rights are lost on supply only where the required express consent, acknowledgement and contract confirmation have been provided. Completing installation or setup does not by itself remove cancellation rights for standard goods.

Faulty, misdescribed or otherwise non-conforming goods

Your rights under the Consumer Rights Act 2015 apply, including to bespoke goods. These include the short-term right to reject, normally within 30 days, and repair, replacement, price reduction or final rejection where the statutory conditions are met. See section 8 of the Consumer terms for the applicable conditions and time limits. These rights do not cover faults caused by misuse, accidental damage or fair wear and tear.

Contact info@senecaenterprise.com with your order details and the problem. We may inspect or test the goods to establish the cause without obstructing or unreasonably delaying a valid claim. For a valid faulty-goods return, we bear reasonable return costs. A refund due under these rights is paid without undue delay and within 14 days of agreeing entitlement.

A booster that meets its specification is not faulty solely because the external mobile network limits speed or coverage. This does not remove rights relating to the description, representations we made or an agreed particular purpose.

Business purchases

Consumer cooling-off rights do not apply to genuine business purchases. Once we accept a business order, we do not offer change-of-mind cancellation, returns or exchanges, including for standard equipment. Faults, misdescription, non-delivery or other breaches are dealt with under the Business terms of sale and applicable law. Rights and liabilities that cannot lawfully be excluded remain unaffected.

Contact us with your order details and the issue before sending equipment back so we can provide return instructions. Business claims are not governed by the consumer 14-day cancellation or 30-day rejection periods above.

No additional returns scheme

We do not offer goodwill returns, discretionary change-of-mind exchanges or an extended returns period. This does not affect statutory rights or an express contractual remedy applicable to your order.

Contact

Email info@senecaenterprise.com or call +44 (0)151 453 5915, quoting your order number.