Frequently Asked Questions
What payment methods do you accept?
We accept payment online by card (Visa, MasterCard, Amex) or by PayPal. If you prefer, we can take payment over the phone. We also accept payment by Bank Transfer. Please request an invoice for this payment method.
We do not store credit card details. All details are processed securely by our third-party payment processors.
Do you offer credit accounts?
Unfortunately not. All orders must be paid in full prior to despatch.
We do accept official Purchase Orders from most educational organisations. Please contact us for further details.
Which currencies do you accept?
All online payments by card or by PayPal are made in Pound Sterling (GBP/£).
We can accept international bank/wire transfer payments in EUR and USD currencies. Please contact us for details.
Delivery & Returns
How fast is delivery?
For the majority of orders, we use DPD. On occasions, we may use Royal Mail or DHL for some international deliveries.
If the items on your order are in stock, we will despatch your order the same day if payment is received by 1pm. UK orders are generally delivered on the next working day between 8am - 6pm. If you have entered a valid email address and mobile number, DPD will send you tracking details and delivery updates directly along with a 1 hour time slot on the morning of your delivery.
What if the system is not suitable?
If the items ordered are not suitable for the intended application, you are able to return them to us for a full refund, 14 days from the date of delivery. Items returned need to be in an 'as new' condition along with all original accessories and paperwork. Please contact us to start the returns process.
After receiving the returned items, we process refunds usually within 1-2 working days. Please note that it can take up to 5-7 days for the refund to appear on your statement.
My order has arrived damaged
If you receive faulty, damaged or incomplete goods, please report them to us within 3 working days from the date of delivery. Please state the order reference number, the faulty, damaged or missing item, quantity and details of the problem. If you are able to attach a photo then please do.
If a courier attempts to deliver goods which appear damaged or incomplete, please reject the whole delivery. If you decide to accept the delivery you must clearly mark the carrier’s paperwork as “damaged” or “incomplete” before signing for the delivery.
Is a warranty provided?
All Eartec products are supplied with a 1 year warranty from the date of sale. This warranty is also supported by the manufacturer.
If goods become faulty within this period, we will ask you to return the goods to us either for repair or replacement. Please contact us to start this process. The warranty does not cover accidental damage, misuse of equipment, or incorrect installation.
We offer a repair service for items out of warranty. Please contact us for a price estimate.