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Refund policy
At Deck Exchange, we want you to be completely satisfied with your premium DJ setup. Because we specialize in fully tested, pre-owned, and refurbished equipment, we maintain a transparent and straightforward return framework in compliance with UK Consumer Contracts Regulations.
14-Day Return Window
Statutory cooling-off period for online orders. Change your mind? No problem.
Hardware Warranty
Covered against technical hardware faults under our comprehensive store warranty.
1. Change of Mind Returns (Statutory Rights)
Under UK law, you have the right to cancel your online purchase and return an item for any reason within 14 days from the day you receive your physical shipment.
To qualify for a full refund on a change-of-mind return, the equipment must be sent back in the exact cosmetic and operational condition in which it was delivered. It must include all original packaging accessories, structural inserts, power supplies, and connection links provided in your initial box configuration.
2. Faulty or Defective Equipment
Every piece of hardware leaves our diagnostic lab fully functional and certified by our technical team. However, if your unit develops an unexpected hardware fault within your designated warranty framework, you are covered.
Please contact us immediately at info@killicommerce.com with your order number, a summary of the issue, and a short video displaying the technical fault. If a hardware malfunction is confirmed, we will provide a prepaid tracked courier label and arrange a priority repair, replacement, or full refund.
3. Non-Returnable Items
Certain product categories cannot be returned due to licensing restrictions and hygiene standards unless they arrive completely defective:
- Unsealed software licenses or hardware bundled with activated software codes.
- DJ headphones and in-ear monitors that have been opened and worn (hygiene compliance).
- Digital gift cards.
4. How to Initiate a Return
Please follow these precise structural steps to ensure your return is logged and processed quickly:
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1Submit Your Return Request
Email our team at info@killicommerce.com stating your order number and your explicit reason for return.
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2Pack the Equipment Securely
Ensure the equipment is isolated using proper protective padding. Pack it securely into an outer transit box to prevent physical drop damage to the hardware chassis during courier handling.
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3Technical Inspection Verification
Once received at our hub, our engineering lab will cross-reference the unit's unique hardware serial signatures and inspect it within 48 hours to verify all components match the initial shipment configurations.
5. Refund Processing Timeline
Once your return successfully clears our technical diagnostic check, your refund will be authorized. The funds will automatically be issued back to the original payment method utilized during checkout.
Standard bank processing windows typically require 3 to 10 business days for cleared funds to populate back into your account architecture, completely dependent on your financial banking provider's local processing protocols.
