Refund policy
ESAR Solutions Ltd is committed to fair, transparent returns. This policy sets out your rights and our process under UK law.
Consumer right to cancel (B2C, distance sales)
If you are buying as a consumer (not in the course of a business), you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of receiving the goods, for any reason. To exercise this right, email sales@esarsolutions.com with your order number before the 14-day window ends. You then have a further 14 days to return the goods.
Trade buyers (B2B)
Business buyers are not covered by the Consumer Contracts Regulations. Returns from trade accounts are accepted at our discretion, on unused parts in original sealed Samsung Service Pack packaging, within 14 days of delivery, subject to a restocking inspection.
Condition for return
- Unused, in original Samsung Service Pack packaging
- Anti-static bag and QC stickers intact
- No physical or installation damage
Faulty or DOA parts
If a part arrives dead-on-arrival, or fails during the warranty period, contact us within 48 hours of discovery at sales@esarsolutions.com with the order number, SKU and a brief description (photos help). We will arrange a free-of-charge replacement or full refund. We cover return shipping for faulty items.
Not eligible for return
- Parts that have been fitted or attempted to be fitted
- Parts with the warranty seal, anti-tamper sticker or QC label removed or damaged
- Items shown by inspection to be physically damaged after dispatch
Refunds
Approved refunds are issued to the original payment method within 14 days of us receiving the returned goods. Original outbound shipping is non-refundable except where the return is due to our error or a faulty product.
How to return
The fastest way: use our Request a Return form. We will email you an RMA number and instructions.
Email sales@esarsolutions.com for an RMA number. Ship returns to: ESAR Solutions Ltd, 53 Great Hampton Street, Birmingham B18 6EL, United Kingdom. Please use a tracked service — we cannot accept liability for returns lost in transit.