Refund policy
Returns & Refund Policy
Last Updated: 21 July 2026
1. Introduction
This Returns & Refund Policy explains the procedures for returning products purchased from Astrun Ltd, trading as ZNEX ("ZNEX", "we", "our", "us").
This policy applies to all purchases made through www.znex.co.uk unless otherwise agreed in writing.
2. Trade Customers
ZNEX supplies products primarily to authorised distributors, wholesalers, resellers and approved trade customers.
As most sales are business-to-business (B2B), the consumer cancellation rights contained within the Consumer Contracts Regulations 2013 generally do not apply unless required by law.
Nothing in this policy affects your statutory rights.
3. Damaged or Incorrect Deliveries
Please inspect your delivery immediately upon receipt.
Any shortages, damaged goods or incorrect items should be reported within 48 hours of delivery by emailing sales@znex.co.uk.
Where possible, please provide:
- Your order number
- Product code(s)
- Photographs of the product and packaging
- A description of the issue
Failure to notify us within this period may affect our ability to investigate the claim.
4. Faulty Products
If you believe a product is faulty, please contact us before returning it.
We may request:
- The product serial number
- Details of the fault
- Photographs or videos
- Basic troubleshooting information
Where appropriate, products may be inspected or tested before a refund, repair or replacement is authorised.
If a manufacturing fault is confirmed, we will, at our discretion:
- Repair the product
- Replace the product
- Issue a credit
- Provide a refund
5. Returns Authorisation
Products must not be returned without prior authorisation from ZNEX.
Please contact sales@znex.co.uk to obtain return instructions before sending any goods back.
Unauthorised returns may be refused.
6. Change of Mind Returns
Subject to our prior approval, we may accept returns for unwanted products.
To qualify:
- The return request must be made within 14 days of delivery.
- Goods must be unused.
- Goods must be in their original packaging.
- All accessories, manuals and packaging must be included.
- Products must be suitable for resale as new.
Returns accepted under this section may be subject to a reasonable restocking charge where permitted by law.
Original delivery charges are non-refundable unless the return is due to our error.
7. Non-Returnable Products
Unless faulty or supplied incorrectly, we cannot normally accept returns of:
- Special order products
- Bespoke or customised products
- Products made to customer specification
- Clearance or end-of-line products
- Software or digital products once activated or downloaded
- Products that have been installed, modified or used
8. Return Shipping
Unless the return is due to our error or a confirmed manufacturing fault, customers are responsible for the cost of returning goods.
Returned products remain the customer's responsibility until received by us.
We recommend using a tracked and insured delivery service.
9. Inspection of Returned Goods
All returned goods will be inspected upon receipt.
Where products are found to have:
- Been used
- Been damaged after delivery
- Been returned incomplete
- Been returned without original packaging (where applicable)
we reserve the right to reduce any refund, decline the return or apply a reasonable handling charge where permitted by law.
10. Refunds
Once a return has been inspected and approved, refunds will normally be processed within 10 business days.
Refunds will usually be made using the original payment method unless otherwise agreed.
Where appropriate, we may issue a credit note instead of a monetary refund for trade account customers.
11. Warranty Returns
Warranty claims are subject to the applicable warranty provided with the product.
Please refer to our separate Warranty Policy for full details.
12. Liability
Nothing within this policy limits or excludes any rights or remedies available under applicable law.
13. Contact Us
If you need to arrange a return or have any questions regarding this policy, please contact:
Astrun Ltd (Trading as ZNEX)
Britannia House
Suite 24, Block 4
Brignell Road
Middlesbrough
TS2 1PS
United Kingdom
Company Registration Number: 17244941
Email: sales@znex.co.uk
Telephone: +44 (0)161 300 1993