Need to return an item? No problem.
If you have an SX Pro account
Login, go to your Order History find the invoice for the item you want to return, click on the invoice then select “Request a return”, then select the item and quantity you want to return. This will take you to the returns form, simply fill it in and wait for our response.
No account, or orders prior to 31/03/2021
Simply fill out the returns form below and wait for our response.
1. Complete the correct form (see above)
We will contact you to authorise the return and give you a returns reference number.
2. Package the item well
If possible, use the packaging it came in, if you can’t, please ensure it is well packaged.
3. Ship to us
We don’t cover the cost of returns shipping. Make sure you get a tracking number.
4. We’ll do the rest
We’ll check the item, process the return and arrange for replacement or refund.
We always do our best to help you choose the right product. If you aren’t sure about which product to choose, please contact us! We will listen to your needs and make helpful suggestions that should guide you to the item that is going to be right for you, first time.
However if the product isn’t right for you or in the slim chance that should something go wrong we can resolve the issue quickly via our simple returns process.
Before submitting your return, please read our terms and conditions below
Returns Terms and Conditions
We offer our customers a 14-day returns period on most products. Products not eligible for this and consequently cannot be returned are:
Any items labelled as SPECIAL ORDER in the “availability” information on the products page. These are items that we don’t always hold in stock and will special order specifically for the customers order. If you are not sure you definitely want to keep the product and it is marked as SPECIAL ORDER, please contact us before purchasing – we may be able to arrange a demo unit for you to try instead of committing to an order.
Contact items – Items that require contact with the body during use, or become unhygienic through use, including (but not limited to) headphones, vocal microphones and windscreens/pop shields.
Any items that are custom-made or customised in any way to the customers specification.
Software
Computers
Consoles
Studio furniture, racks, flat pack furniture and chairs
Items shipped via freight
Items that the customer has damaged or allow to become damaged either by accident, negligence, poor packaging or otherwise
Restocking fees
In the event that you have purchased a product and you want to return it, SX Pro reserves the right to charge a restocking fee. The product should only have been used carefully to assess its functions and features and to be eligible for a full refund, must be returned in as-new condition, including all original packaging and accessories.
If the product does not meet this criteria, we will deduct a % of the total product price from your refund or credit to cover the loss of value to it. This value is at the discretion of SX Pro and is based on our observation and assessment of the product when it is returned. SX Pro’s decision on this amount is final. If you do not accept the restocking fee then the product will be returned to you.
Typically, missing accessories would result in a 5% restocking fee and light damage to the product (a small, superficial scratch for example) would result in at least a 10% restocking fee. Any severe damage (deep scratches or anything causing loss of intended function) would result in the product being ineligible for any refund and the product will be returned to you.
To return a purchase (within 14 days of receipt)
Complete the form.
Wait for SX Pro to contact you to authorise the return. Returns requests are managed during office hours (10am-6pm GMT, Monday to Friday). Please allow two working days for a response.
Returns must be complete including accessories, documentation and all original packaging – please refer to the “restocking fees” section of these terms and conditions.
You are responsible for all return shipping costs including shipping insurance which is recommended to protect your items, as you are liable for items damaged during return shipment.
In the case that a refund has been agreed, please allow up to 14 days for a refund from the day we receive the goods from you.
Faulty or damaged products
If your product has developed a fault or has arrived damaged, please complete the form.
Wait for SX Pro to contact you to discuss the fault. Our office hours are 10am-6pm Monday to Friday and we aim to respond to your report within 24 hours where possible.
A member of our team will usually troubleshoot the fault with you before authorising a return. Believe it or not, most of the reports we receive of a product appearing to be faulty are actually found to be another item at fault, for example a faulty input cable, or user error (please read the manual!). Otherwise, we find that the issue is usually very quickly resolvable in a simple manner such as changing a fuse. Please work with us to check these things promptly, even if they seem silly, and we can resolve your issue as quickly as possible. In the case that we rule out other possibilities for the product appearing faulty, we will make arrangements with you to receive the goods back for repair, or in the case they cannot be repaired, we will issue a replacement.
If your Fault Report is received within 30 days of receipt of the item, SX Pro will arrange a courier to collect the faulty item. Please ensure the product is well packaged to minimise any risk of damage during shipping. SX Pro cannot be held liable for any damage to poorly packaged products!
If your return request is received outside of 30 days of receipt of the item, it is policy that the customer bear the cost and responsibility of shipping the goods back to SX Pro. Please note that any faults that occur outside of this 30-day period will be dealt with under the respective manufacturers warranty terms and conditions.
If your product is sent to SX Pro and no fault is found, there is an labour charge of £50 inc VAT plus £12 inc VAT shipping payable before the goods are returned to you.
Non EU Returns:
Important: In order to avoid unnecessary duties or taxes when returning your item(s), you MUST clearly state on the weigh bill that the item(s) shipment purpose is for return, please note you may be required to submit a copy of your original invoice to your shippers prior to shipping.
SX Pro will refuse shipment of item(s) where customers have failed to follow the above procedures or if an item(s) have been returned without prior authorisation. In these circumstances, the customer must bear any costs incurred.
Warranty
Most products carry a 1 year manufacturers warranty, although many offer longer warranty periods. Information on an items warranty period can be found on its respective product page.
Please note that all items being returned under warranty must be returned in their original packaging. If this is not adhered to then the customer may be liable for any damage that may occur in transit or handling.
