Refund policy

BEMCO KNX – Return & Refund Policy

Effective Date: 12/08/2026

1. Initiating a Return (RMA Process)
To return any item, buyers must first request a Return Merchandise Authorisation (RMA). For online orders, please use our online RMA form. For offline or assisted orders, email our team directly at shopKNX@bemco.co.uk. Your request must include your order number, the specific items you wish to return, and the reason for the return.

A member of the BEMCO KNX team will respond with an official RMA Form. Please do not dispatch any items until you have received this authorisation. Returns sent without prior approval or a completed RMA Form will not be processed and may be returned to you at your own expense.

Once your RMA Form is submitted and approved, we will guide you through the next steps. All approved refunds will be issued using the same payment method you used for the original purchase.

2. Manufacturer-Specific Return Restrictions (Important Notice)
Certain manufacturers impose strict 'no-return' policies on specific product lines, particularly for items that have been installed, programmed, or had their factory security seals broken. These restrictions are set by the manufacturers and are beyond our control.

During the RMA request stage, we will review the product codes on your order. If any of your items are subject to a manufacturer's non-returnable policy, we will advise you before authorising the return. This allows you to decide whether to proceed with the return process, knowing that a refund may not be possible under specific unwanted goods policies.

Please note: A manufacturer's "no-return" policy does not affect your statutory rights if the item arrives faulty or defective. In cases of verified faults, the item will still be covered under the manufacturer's warranty.

3. Statutory 14-Day Cooling-Off Period (UK Consumer Rights)
Under UK law (Consumer Contracts Regulations 2013), if you are a consumer, you have the right to cancel your purchase within 14 days of receiving your items.

If you cancel within this 14-day window:

You will receive a full refund for the product price.

No restocking fees will be applied.

The cost of original delivery will not be refunded (unless the entire order was faulty or incorrectly sent).

You are responsible for the cost of returning the items to us.

Returned items must be in a resalable condition (see Section 6 below).

4. Non-Faulty Returns (After the Cooling-Off Period)
If you decide to return non-faulty items between 15 and 30 days after delivery, we may still accept them at our discretion, subject to the following conditions:

A 20% restocking charge will be deducted from your total refund to cover handling and reprocessing costs.

Original delivery charges will not be refunded.

You are responsible for the return shipping costs.

Please note: We cannot accept non-faulty returns 30 days after delivery unless explicitly authorised in writing by BEMCO KNX. Furthermore, if we advise you that a manufacturer prohibits returns for the specific items you purchased, we may reject the return under this section.

5. Faulty or Defective Items (Warranty Returns)
If you suspect an item is faulty, please contact us immediately. All items suspected of manufacturing defects must be returned to the original manufacturer for thorough testing.

Turnaround: Manufacturer testing timelines vary depending on the brand.

Approved Claims: If the manufacturer confirms a valid warranty fault, we will process your refund within 3 weeks of receiving their official approval.

Rejected Claims: If the manufacturer finds no fault or determines the damage was caused by improper installation or misuse, the item will be returned to you, and no refund will be issued.

If you have already opened a support ticket with the manufacturer regarding this fault, please provide the ticket reference number to help expedite the process.

6. General Conditions for All Returns
To ensure your return is accepted, all items must meet the following criteria:

Be returned in unused, uninstalled, and fully resalable condition.

Include all original, unmarked packaging, manuals, and accessories.

Have the RMA paperwork printed and placed inside the return box.

Failure to include the RMA paperwork may result in your package being rejected or subject to an additional re-delivery charge.

7. Special, Custom, and Non-Standard Items
Special / custom-made items (made to your specific requirements) can only be returned if they are found to be faulty.

Non-standard stock lines may incur additional handling charges levied by our suppliers, which will be passed on to you.

8. Training Course Bookings
Deposits: All course deposit payments are non-refundable. However, at the discretion of BEMCO KNX, we may allow you to transfer your deposit to a future course date.

Balances: The remaining balance for any training course must be paid no later than two weeks before the course start date. Failure to pay by this deadline may result in your place being withdrawn.

Travel & Accommodation: BEMCO KNX is not responsible for any travel, accommodation, or ancillary costs incurred by trainees.

9. Your Legal Rights
For consumers in the UK, this policy operates alongside your rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. If you are located in the EU, you retain the right to withdraw within 14 days under EU distance selling directives.

For all RMA queries, please contact: shopKNX@bemco.co.uk

EU Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your order within 14 days of receiving the last item, without giving any reason.

To exercise this right, you can submit a return or cancellation request directly through your account (https://shopify.com/91097530750/account) or by contacting us at shopKNX@bemco.co.uk.

We will confirm receipt of your withdrawal request. Refunds will be processed within 14 days of us receiving the returned goods or proof of return, whichever is earlier.

Exceptions: The right of withdrawal does not apply to custom-configured, special-order, or bespoke items made to your specification. If you are purchasing as a business (not as a consumer), statutory consumer withdrawal rights do not apply.