Frequently asked questions - Product returns

Product return requests must be made exclusively on INNELEC.COM in the My account > ‘Return request’.

The request must be justified and clearly indicate the cause of the defect or fault. It must be accompanied by:

• The receipt or invoice issued to the end customer.
• The product serial number (any illegible or erased serial numbers will not be accepted).
• The barcode (EAN) (required for Sony, Microsoft and Nintendo consoles).
  

For returns of unsold items or incorrect orders, products must be in their original condition, ready for resale (no damaged boxes or products, no missing accessories or instructions, no price tags or anti-theft tags, etc.).

• If the product needs to be repaired: a re-invoice of £0.50 will be issued for each product.
• If the product cannot be repaired: it will be made available for collection by the customer for 30 days. After this period, it will be destroyed and no credit note will be issued.
• If you return products that are not accepted on the Return Authorisation Form (BAR) or are surplus to requirements, they will be marked as worthless on the credit note and kept available for you to collect for 1 month.
  

You will receive a response within an average of 15 calendar days.

All logistics flows must be sent to our new warehouse: Innelec Multimedia, 5 Rue de la Font des Bries, 77230 Moussy-le-Neuf, FRANCE

No. Return costs are the responsibility of retailers. The shipping method is chosen by the customer, and the products remain their responsibility until they are received by INNELEC.