customer service

We hope that you find the website easy and straight forward to use. By placing an order with us you acknowledge and agree to the terms outlined below. Please take some time to read these T&C’s for online purchases via our online store, if you have any questions regarding our T&C’s please email us at info@custom-lynx.co.uk.

TIME OF DESPATCH

If you order an item that is in stock before 11am Monday-Friday, we will do our best to dispatch the goods on the same day. This excludes Public Holidays and Bank Holidays. Custom made cables, looms, stage boxes, etc. can take up to 7 working days to be manufactured and despatched.

If we are unable to dispatch an order on the same day due to stock errors, issues with quality control or clerical errors in the order process, we will notify you of a revised delivery date, or provide you with the option of an alternate day of your choosing. We may also deliver some goods in several consignments.

DELIVERY TIME

UK orders will be dispatched using either Royal Mail or Fedex/TNT courier service. This means that depending on the shipping method choses your goods should arrive within four working days. This excludes deliveries to remote areas. Deliveries to these areas may take longer depending on mail/courier service.

We reserve the right to amend delivery estimates at any point in the order process and any such changes will be notified in writing and verbal communication. In some cases, orders of excessive size, weight or value may take longer than the estimated time.

We cannot be held responsible for delays in deliveries once under the care of our couriers. We may notify you of any such delays. We will not be liable to any party for items delivered outside the specified delivery estimates.

Orders will be delivered Mon-Fri only.

DELIVERY TO AN ALTERNATIVE ADDRESS

Orders to a delivery address other than the cardholder’s billing address can be processed if the customer has been authenticated. We reserve the right to deliver only to the cardholder’s billing address. Orders purchased via PayPal can only be shipped to confirmed addresses that appear on the payment confirmation. We will not ship to unconfirmed PayPal addresses under any circumstance.

COST OF DELIVERY – UK

The correct shipping charges can be calculated on your shopping basket page. These shipping charges vary by order value and the delivery service chosen. We reserve the right to charge additional delivery charges for extreme weight items, items shipped to remote areas or orders that have been undercharged for shipping. We will offer a full refund if these charges are not satisfactory. We reserve the right to charge additional delivery charges if a consignment is returned to us due to a refusal of delivery at your address.

COST OF DELIVERY – EU & EFTA (NORWAY & SWITZERLAND)

The correct shipping charges will be automatically calculated on your shopping basket. These shipping charges vary by order value and the delivery service chosen. We reserve the right to charge additional delivery charges for extreme weight items, or orders that have been undercharged for shipping. We will offer a full refund if these charges are not satisfactory.

COST OF DELIVERY – REST OF THE WORLD

If you live outside of Europe, we’re happy to provide a shipping estimate. Just email us at info@custom-lynx.co.uk, with the items you want to buy and your shipping address and we’ll send you an estimate quote. All international orders are handled through PayPal. All import duties and taxes are the responsibility of the customer.

DAMAGED/MISSING GOODS

Any damage to goods incurred in transit must be reported within 3 working days of delivery. In this event, we will confirm the damage and if a claim is found valid, we will collect the goods from you at no charge. A full replacement will be offered or a full refund if goods are no longer in stock. We reserve the right to request photographic evidence to verify damage claims. We cannot be held responsible for damages caused by shipping or negligence if reported after 3 working days of the goods being delivered. If your item hasn’t arrived please notify us within 30 days from your order date. We are not liable to provide a replacement or refund if outside of this period.

ACCEPTANCE OF GOODS

Same as above. Any discrepancy, missing items, etc. must be reported within 3 working days of delivery of goods. Custom Lynx will not be liable for rectifying any such discrepancy if notification is made after 3 working days of the goods being delivered.

CANCELATIONS & RETURNS

At Custom Lynx we want you to be delighted every time you shop with us. Under the conditions outlined in the EU Consumer Rights Directive Custom Lynx Ltd. operates a 14 day cooling-off returns policy for stock, non custom made products that are still in their original condition. This allows UK and EU customers to cancel their order up to 14 days after receipt of their goods. If you wish to cancel your order during this 14-day period, please notify us for a returns authorisation in writing by letter or by email at info@custom-lynx.co.uk. A telephone call is not sufficient without the express written approval from Custom Lynx Ltd.

Upon contacting us, we will provide you with shipping instructions and an address for the return of your goods.

Note: Items returned to the wrong address or without this matching returns form may suffer delays.

The right to return goods to us as mentioned above DOES NOT apply to custom cables that were made to order. This means that any order which has been specified, cut to requirement or customized in any way (any non stock item). This also includes any item which is not typically stocked by Custom Lynx Ltd and has been ordered/sourced in at the request of the customer.

If you wish to exercise your right to cancel this contract within the cancellation period, you should return the goods to us within 14 days and take reasonable care in doing as detailed in the EU Consumer Rights Directive (2011/83/EU).
Item(s) returned after 14 days will only be accepted after deduction of 20% value of the returned product (restocking fee).

Our return address:
Custom Lynx
Unit 2
Baker Street
Coalville
LE67 4GA
United Kingdom

Returned items must be in their original packaging and must be undamaged and unused. We will consider the overall condition of the item/s returned prior to making a refund. We regret that we are unable to accept returns of any custom made cables or items ordered as special orders.

The risk and cost of returning the goods to us shall be accepted by you unless you have notified us that the goods have arrived damaged or faulty and this has been verified by us. If goods are not returned within this period, we will assume that you have withdrawn your right to cancel.

As outline in the EU Consumer Rights Directive (2011/83/EU), failure to return items in their original condition will result in deductions from your refund or refusal of a return. As a result, we may make deductions to your refund for any diminution in value of the returned goods where the handling of goods has “gone beyond the sort of handling that might reasonably be allowed in a store”.

Returns are normally processed within 2-3 working days and a confirmation email will be sent, but please be advised that in some cases refunds can take up to 14 days. This return policy does not affect your statutory rights.

For security reasons all refunds will be issued to the same PayPal account or credit/debit card which were used to pay for that order.

The right to cancel does not apply to orders delivered outside of the European Union.

The Directive on Consumer Rights (2011/83/EC) protects the legal right of EU customers to reject goods that are unsatisfactory quality, unfit for purpose, or not as described for 30 days after the date of delivery. Goods rejected under this act are eligible for a full refund.

DUTIES AND TAXES

Please note that if you live outside EU you will be responsible for any extra charges incurred due to import duties or taxes charged levied on goods. It might be worth checking with your countries tax office before placing your order.

CUSTOM MADE CABLES, LOOMS, BOXES, ETC.

Custom made cables, cable drums, looms, stage boxes and other items that are made to the specific requirements like leads with custom wiring, etc. cannot be returned unless faulty.
Please remember that it might take up to 7 working days for custom made cables, looms and stage boxes to be despatched.
For all information about services we offer and to get a quote for a bespoke cable, loom, etc. please send your email to info@custom-lynx.co.uk.

OUT OF STOCK ITEMS

If the item you ordered is out of stock you will be notified by email as soon as possible. We will also let you know when the item should be coming into stock and give you details of other similar products that are in stock at present.

SPECIAL ORDER ITEMS

By “special order item” we mean any goods which are not normally stocked by Custom Lynx and have to be ordered/sourced from other manufacturers. We require full pre-payment for all special order items. You should inspect the goods immediately upon receipt and shall notify Custom Lynx of any damage, fault, etc. via email or by phone within 24 hours of receiving your parcel. After that time we assume that you have accepted the item.

Special order goods are not returnable unless they are faulty or incorrect. We believe that there is plenty of opportunity during the consultation process to ensure that items you want to order will match to your specifications and requirements.

CLEARANCE/SALE ITEMS

Clearance/Sale items may have astethical imperfection which does not affect the performance of the product. Clearance/Sale items are sold as is and cannot be returned based on reasons stated above. For any questions regarding clearance items please email info@custom-lynx.co.uk. We always trying to provide as much information about clearance item as possible.

Thanks,
Custom Lynx Team