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CDcare legal

Return & Refund Policy

When a product can be returned, how to report an issue, who pays for logistics, and when to expect an approved refund.

Last updated: 26 August 2026
  • Visible issueDo not accept delivery

    Inspect, photograph the issue and contact CDcare before hand-off.

  • Priority supportFirst 7 days

    The fast-track window does not replace longer legal rights.

  • Approved refund5–10 working days

    Initiated after the return and refund decision are complete.

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1. Return eligibility

A product may qualify for return, repair, replacement or refund where:

  • The product delivered is not the product, model or quantity you ordered, provided it has not been opened.
  • The delivery is incomplete or an included part or accessory is missing.
  • The product arrives visibly damaged and you report it before accepting delivery.
  • The product is unsafe, defective, not in good working order or not reasonably durable.
  • The product does not materially match its description or sample.
  • The product is not reasonably suitable for a specific purpose that you told CDcare about before purchase and CDcare confirmed it would meet.

Report any issue as soon as you discover it. Reports within 7 calendar days receive priority support.

A return is not automatically available because you changed your mind, selected the wrong size, colour, specification or model, or later decided that you wanted a feature that was not in the product description. A product-specific return option may still apply.

2. Inspect at delivery

Where practical, inspect your order before the delivery representative leaves:

  • Check the product, model, colour and quantity.
  • Inspect the packaging and product for visible damage or tampering.
  • Confirm that the serial number, manuals, cables and accessories are present.
  • Power on or perform a safe basic functionality test where possible.

Inspect the item for physical damage, breakage, dents and missing parts before the delivery representative leaves. If you find any issue, do not accept the delivery. Take photographs or video and contact CDcare through Live Chat immediately.

Reports of physical damage, breakage, cracked or broken screens—including television (TV) screens—dents or missing parts will not be attended to after delivery has been accepted.

3. Items and issues not normally eligible

Subject to applicable law, a return or free warranty remedy may be refused where the issue was caused by:

  • Accidental damage, misuse, abuse, neglect or poor maintenance after delivery.
  • A power surge, unsuitable voltage, incorrect power supply or another external electrical condition.
  • Improper installation, relocation, modification or repair by an unauthorised person.
  • Removal or alteration of a serial number, warranty seal or identifying label.
  • Normal wear and tear or a consumable part reaching the end of its normal life.

Opened consumables, hygiene-sensitive products and activated software may not be returnable for change of mind. This does not remove a lawful remedy where the product is wrong, unsafe or defective.

4. How to request a return

  1. Contact CDcare through Live Chat as soon as you discover the issue.
  2. Send your order ID, product name and model, serial number where available, a short description, and clear photographs or video.
  3. Keep the product, packaging, manuals, cables, accessories, tags and warranty documents safe.
  4. Follow the assessment and logistics instructions from our support team. Do not send the item independently unless the route has been approved.
  5. CDcare will review the evidence and may arrange remote troubleshooting, a technician, pickup, drop-off or an authorised service-centre assessment.
  6. After assessment, CDcare will confirm the available repair, replacement, correction or refund route.

5. Assessment and remedies

Assessment helps determine whether the issue is a product defect, delivery damage, installation or setup error, local power issue, accidental damage, misuse or normal wear.

Where a lawful return is established, CDcare will provide an appropriate remedy in line with applicable law. Depending on the circumstances, that may be a repair, replacement or refund. Product availability and the outcome of a technical assessment may affect which remedy can be completed most quickly.

For a manufacturer-warranty claim, CDcare may coordinate with the manufacturer, distributor, vendor or authorised service centre. CDcare remains responsible for obligations that apply to us as the supplier and will not treat the manufacturer warranty as a waiver of your statutory rights.

6. Packaging and accessories

Return all packaging, accessories, manuals, cables, warranty cards, tags and other items supplied with the product where reasonably possible. Please do not alter the product, remove identifying labels, or allow an unauthorised repair while the case is being assessed.

Missing packaging may affect a change-of-mind or resale-condition return. It will not by itself remove a remedy required by law for a failed, unsafe or defective product where the packaging did not cause the issue.

7. Logistics and delivery fees

Returns are not free. The customer bears the cost of all return logistics, including transport, pickup, delivery, travel and any applicable inspection charges. CDcare does not reimburse return-logistics costs.

Contact our support team through Live Chat before sending the product so we can confirm the return route. Confirmation of the route does not mean that CDcare will pay or reimburse the return-logistics cost.

The original delivery fee is ordinarily non-refundable after a completed delivery or delivery attempt. It will be refunded where applicable law requires it or where CDcare confirms that the order was wrong, unsafe, defective or not delivered as agreed.

8. Refund timing and method

Where a refund is approved, CDcare will normally initiate it within 5–10 working days after the returned product and any required documentation have been received and the refund decision has been completed.

Refunds are ordinarily sent to the original payment method. Where that is not possible, CDcare may ask you to complete a secure verification process for an alternative method. Your bank or payment provider may need additional time to make the funds available.

9. Product-specific terms

Some products may have product-specific return or manufacturer-warranty procedures. We will apply those procedures alongside this policy.

Product-specific terms do not exclude a remedy for goods that are wrong, unsafe or defective where applicable law requires one.

10. Contact

For help with a return, replacement or refund, contact us through Live Chat.