Returns and Refunds Policy

Last updated: 31 August 2026

We want you to be confident when purchasing from SX Pro. This policy explains how to cancel an order, return a product or report a problem.

This policy applies to purchases made from StudioXchange Limited, trading as SX Pro, through sxpro.co.uk.

Nothing in this policy limits your statutory rights.

Cancelling an order before dispatch

If your order has not yet been dispatched and you wish to cancel or amend it, please contact us as soon as possible at info@sxpro.co.uk.

We will make every reasonable effort to stop or amend the order, although this may not be possible once processing or dispatch has begun.

A product that has not been received does not need to be registered as a return, so please do not use the Returns Form for an order that has not yet been delivered.

Cancelling after dispatch but before delivery

If your order has been dispatched but has not yet been delivered, please contact us at info@sxpro.co.uk.

Depending on the delivery status, we may be able to request that the parcel is returned to us or advise you about the appropriate next step. Please do not refuse delivery or ask the courier to return a parcel unless we have advised you to do so.

Once the order has been delivered, any product that needs to be sent back should be registered through the Returns Form.

Requesting a return

If you have received the product and wish to return it, exchange it or report a fault, damage or incorrect item, please complete our:

SX Pro Returns Form

Submitting this form creates a support ticket and gives our team the information needed to manage your return efficiently. You will receive a return reference and further instructions where appropriate.

Please complete the form before sending anything back and wait for our return instructions. Products returned without the necessary information may take longer to identify and process.

If you are unable to access the form, you may contact us at info@sxpro.co.uk. Consumers may also exercise a statutory right to cancel by making any clear statement confirming their decision to cancel.

Consumer change-of-mind returns

If you are a consumer purchasing online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving the goods. If an order is delivered in multiple shipments, the cancellation period begins when you receive the final item.

After notifying us, you have a further 14 days to return the goods.

Once you have received the goods, the quickest way to notify us and arrange their return is to complete the SX Pro Returns Form.

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. Different provisions apply to business purchases, as explained below.

Information required

When completing the Returns Form, please provide:

• Your name

• Your order number

• The product you wish to return

• The reason for the return, if you are happy to provide one

• Whether the product has been opened or used

• Details and photographs of any fault, damage or missing item

You do not have to give a reason when exercising a consumer change-of-mind cancellation right.

Returning a product

Once your return has been registered, our support team will provide return instructions and a return reference where appropriate.

Unless we tell you otherwise, returns should be sent to:

SX Pro
Unit 5 Focal Point
Lacerta Court
Letchworth Garden City
Hertfordshire
SG6 1FJ
United Kingdom

Please package the product carefully and include your order number or return reference inside the parcel.

Condition of returned products

You may inspect a product in the same way that you reasonably could in a shop.

You are responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and operation. Where legally permitted, we may deduct this reduction in value from your refund.

Please return the product with all supplied components, accessories, manuals and packaging. This includes, where applicable:

• Power supplies and cables

• Mounting hardware

• Cases, covers and accessories

• Manuals and documentation

• Promotional or bundled products

• Manufacturer packaging and protective inserts

Any serial number must match the serial number recorded against the original order.

Original packaging is not an absolute condition of exercising a statutory cancellation right, but missing or damaged packaging may reduce the product’s resale value and could result in a reasonable deduction from the refund.

To avoid unnecessary loss of value, please do not:

• Install products in a way that scratches or marks them

• Remove protective films unless necessary for inspection

• Register transferable warranties unnecessarily

• Activate software, licences or bundled digital content

• Write on or attach labels directly to manufacturer packaging

• Use the product beyond what is reasonably necessary to inspect it

Products that cannot be returned for change of mind

The statutory right to cancel may not apply to:

• Products made to your specifications or clearly personalised

• Custom-manufactured products

• Custom cables or materials cut to a requested length

• Sealed computer software that has been unsealed

• Digital products after supply has begun with your express consent and acknowledgement that the cancellation right will be lost

• Products that have become inseparably mixed with other items after delivery

• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed

The hygiene exception may include sealed in-ear headphones, earphones, ear tips and other products specifically identified as hygiene-sensitive. It applies only where the product was supplied with an appropriate hygiene seal and that seal has been broken.

Opening ordinary outer shipping packaging does not, by itself, remove your cancellation rights.

These exclusions apply only to change-of-mind returns. Your rights remain unaffected if a product is faulty, damaged, incorrectly supplied or not as described.

Special-order products

A product being described as Available to Order or being obtained specifically to fulfil your order does not automatically remove your consumer cancellation rights.

However, products manufactured, modified or configured to your individual specifications may be excluded from change-of-mind cancellation. We will identify this before accepting the order where applicable.

Return delivery costs

For a change-of-mind return, you are responsible for the direct cost of returning the goods to us.

Please use a suitable tracked and insured delivery service. You remain responsible for the returned goods until they are delivered to us, so please retain proof of postage.

If a product cannot reasonably be returned using a normal parcel service, explain this on the SX Pro Returns Form. If we arrange collection, we will tell you the cost in advance and may deduct that direct collection cost from your refund.

We will cover reasonable return costs when a product is confirmed to be faulty, damaged on arrival, incorrectly supplied or materially not as described. Please submit the Returns Form before arranging delivery so that our support team can provide the appropriate instructions.

Faulty, damaged or incorrect products

Please inspect your order as soon as possible.

If a product arrives damaged, develops a fault, is missing components or is not the product ordered, complete the SX Pro Returns Form and include:

• Your order number

• A description of the problem

• Photographs or video showing the issue where appropriate

• Details of any troubleshooting already completed

Consumers normally have a short-term right to reject goods that are faulty, not as described or not fit for purpose within 30 days of delivery. After that period, you may be entitled to a repair or replacement and, in some circumstances, a refund or price reduction.

The appropriate remedy will depend on the circumstances and your statutory rights under the Consumer Rights Act 2015.

Please do not arrange an unauthorised repair or return a product to its manufacturer unless we have agreed this with you.

Products damaged in transit

If your parcel or product arrives damaged, please complete the SX Pro Returns Form as soon as possible—ideally within 48 hours—and provide:

• Your order number

• Photographs of the outer packaging

• Photographs of the shipping label

• Photographs of the product and damage

• Details of any missing components

Please keep all packaging until we confirm that it can be discarded, as the courier may require it when investigating the damage.

Reporting transit damage after 48 hours does not affect your statutory rights, but prompt notification helps us resolve the issue more quickly.

Refunds

We will inspect returned products and update the support ticket created through the Returns Form once the return has been processed.

For a valid consumer cancellation, we will issue the refund no later than 14 days after:

• We receive the returned goods; or

• You provide satisfactory evidence that the goods have been sent back, if earlier

We may withhold the refund until we have received the goods or received evidence of their return.

Refunds will normally be made to the original payment method. We will not charge a refund administration fee.

Where the entire order is cancelled under your statutory cancellation rights, we will also refund the cost of our least expensive standard delivery service. Additional amounts paid for an enhanced, timed, express or Saturday service are not refundable beyond the equivalent standard delivery cost.

If only part of an order is returned, the original delivery charge will not normally be refunded unless the returned product was faulty, incorrect or damaged.

Banks and payment providers may take additional time to display a completed refund in your account.

Exchanges

If you have received a product and would like a different one, select the exchange option when completing the SX Pro Returns Form.

Depending on availability and the circumstances, we may arrange an exchange or ask you to return the original product for a refund and place a new order.

Any difference in price will need to be paid or refunded as appropriate.

Bundles and promotional items

Where a returned product was supplied as part of a bundle or with a free promotional item, all associated products must normally be returned.

If you retain part of the bundle or a promotional item, we may deduct its reasonable value from the refund where legally permitted.

Digital products and software licences

Digital products, downloads and software licences have different cancellation rules.

Where you request immediate supply and expressly acknowledge that your cancellation right will be lost once supply begins, you will no longer have a change-of-mind cancellation right after the download, licence delivery or activation process has started.

This does not affect your statutory rights if digital content is faulty, materially not as described or not supplied correctly.

Problems with digital products should be reported through the SX Pro Returns Form so that our support team can investigate.

Business purchases

The statutory consumer cancellation rights described above do not apply where goods are purchased wholly or mainly for business purposes.

Change-of-mind returns from business customers are accepted only with our prior written agreement. Any agreed business return may be subject to inspection, reasonable return conditions and a restocking charge communicated before the return is accepted.

Business customers who have received their order should use the SX Pro Returns Form to request a return.

This does not affect any contractual warranty or rights relating to products that are faulty, incorrectly supplied or not as described.

International returns

Customers returning products from outside the United Kingdom should first complete the SX Pro Returns Form and wait for our shipping and customs instructions.

Customers are responsible for arranging the return and for any associated shipping, customs or export documentation unless the return results from our error or a confirmed fault.

The parcel and customs declaration should clearly identify the shipment as returned goods. We are not responsible for avoidable customs charges caused by incorrect return documentation.

Mandatory consumer rights applicable in the customer’s country are not affected by this policy.

Model cancellation notice

If an order has not been dispatched or delivered, simply contact us at info@sxpro.co.uk.

If you have received the goods and need to return them, please use the SX Pro Returns Form.

Alternatively, you may send the following information by email or post:

To: StudioXchange Limited, trading as SX Pro, Unit 5 Focal Point, Lacerta Court, Letchworth Garden City, Hertfordshire, SG6 1FJ, United Kingdom
Email: info@sxpro.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Products:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:

Contact us

To cancel or amend an order that has not been delivered:

Email: info@sxpro.co.uk

For returns, exchanges, faults, delivery damage or incorrect products that have been received:

SX Pro Returns Form

Company: StudioXchange Limited, trading as SX Pro
Company number: 06530468
Registered in: England and Wales