Refund policy

Returns, cancellations and refunds

This policy explains consumer returns and the specific terms for bespoke and made-to-order Prism cabinet orders from In Touch Telecoms Ltd. It does not limit your statutory rights. For orders placed before 15 October 2026, any more generous returns offer in force when you ordered continues to apply.

Changing your mind

For most goods bought online, you can cancel without giving a reason by telling us within 14 calendar days after delivery. You then have a further 14 calendar days to send the goods back.

You may unpack and inspect goods as you would in a shop. Please return all accessories and, where possible, the original packaging. We may reduce the refund for loss of value caused by handling beyond what is necessary to check the goods. A broken seal alone does not remove your cancellation rights, except where a lawful exception applies.

The cancellation right does not apply to sealed goods unsuitable for return for health or hygiene reasons once unsealed, or other legally exempt goods. These exceptions do not affect your rights if goods are faulty or not as described.

Bespoke and made-to-order Prism cabinets

FI cabinets, IP-rated cabinets (including IP54), and cabinets in any non-standard size are supplied as bespoke or made-to-order items.

For business orders, these items are non-cancellable once we accept the order in writing and non-returnable for change of mind. Please check the cabinet size, doors, panels and all other quoted requirements before confirming your order.

For consumer orders, any statutory cancellation and return rights remain in force. The change-of-mind cancellation exemption applies to goods made to your specifications or clearly personalised; being made to order alone does not remove those rights. Nothing in these terms limits your statutory rights if goods are faulty, damaged, incorrect or misdescribed.

How to arrange a return

Email online@intouchtel.com, telephone 020 7859 4510, or use our contact form. Please provide your order number and tell us which goods you are returning. We will provide the appropriate return address and an RMA reference. An RMA is for administration and does not restrict your statutory right to cancel.

Our registered office at 124-128 City Road, London EC1V 2NX is for correspondence, not product returns or customer visits. Return locations vary by product, so please obtain the return address before posting goods. Keep proof of postage; a tracked service is recommended.

Costs and refunds

You pay return postage for a change-of-mind return. We do not charge a restocking fee. For cancellation of an entire order, we also refund the basic standard delivery charge; any extra paid for an enhanced service is not refundable.

We issue refunds to the original payment method within 7 calendar days of receiving the returned goods or evidence that you sent them back, whichever is earlier. Your payment provider may take additional time to show the funds.

Faulty, damaged or incorrect goods

Please contact us so we can arrange the appropriate remedy and return postage at our expense. Your consumer rights, including applicable rights to reject, repair, replacement or refund, are separate from any manufacturer warranty. You do not have to deal only with the manufacturer.

For business purchases, please contact us to discuss the applicable terms. Consumer cancellation rights do not automatically apply to business purchases.