Customer Policies
Returns & Replacements
We want you to be completely satisfied with your Ginger6 purchase. If something isn't right, here's everything you need to know about returning an item.
30-day faulty returns
14-day change of mind
3-year warranty cover
To start a return: All returns must be authorised by Ginger6 first. Contact us via the Contact Us page with your order/invoice number and a description of the issue. Do not return items without an RMA number — unauthorised returns cannot be accepted.
Returns Scenarios
Which Situation Applies to You?
Select the scenario below that matches your situation — each has a different process and timeframe.
Scenario 1
Damaged in Transit
1Sign the courier's delivery note as DAMAGED if items are visibly damaged on receipt.
2Report to us within 48 hours of receipt — a strict deadline required by our carrier.
3Return in original packaging with all accessories and documentation.
4We'll issue a replacement or full refund and cover all return carriage costs.
Scenario 2
Faulty on Arrival
1You have 30 calendar days from receipt to inform us of a fault.
2Return in original packaging with all accessories and documentation.
3Once the fault is verified, we'll issue a replacement or full refund and reimburse reasonable return carriage.
!If no fault is found by our technicians, the item will be returned to you at your cost.
Scenario 3
Faulty Within Warranty
If your system develops a fault after the initial 30 days but is still within warranty, you're entitled to a warranty repair. All Ginger6 systems include at least our 3-year Bronze warranty.
Some components may carry a direct manufacturer's warranty — we'll advise the fastest route. See full warranty details →
Scenario 4
Changed Your Mind
Inform us in writing within 14 days of receipt under the Consumer Contracts Regulations.
Item must be unused and 'as new' in original packaging.
You have 28 calendar days to return goods at your own expense after notifying us.
Does not apply to business customers or bespoke/custom-configured systems.
Fast-track and similar services are non-refundable once commenced.
Step by Step
How to Return an Item
1
Contact Us
Email or use the Contact Us form with your order number and a full description of the issue.
2
Get Your RMA
We'll issue a Return Merchandise Authorisation number — must be clearly visible on the exterior of the package.
3
Package & Send
Pack securely in original packaging using a tracked, insured service. Use the cheapest suitable option — ask us if unsure.
4
Resolution
Once received and inspected, we'll process your replacement or refund to your original payment method promptly.
Important packaging note
Items returned without an RMA number cannot be accepted. We may levy a repackaging fee for poorly packaged returns. Call us on 01902 714533 if you're unsure on the best return method.
RETURNS
Need to Start a Return?
Get in touch and we'll get it sorted as quickly as possible. We're here Monday–Friday, 9am–5pm.