Returns & Refunds

We want you to be happy with your purchase. If something isn’t right, here’s how returns work.

14-Day Return Window

You can return any eligible item within 14 days of delivery for a refund. This aligns with your statutory cooling-off rights under the UK Consumer Contracts Regulations 2013 and applicable EU distance-selling rules.

Returns must be requested through our support team at [email protected] before posting the item back, so we can issue a Return Authorisation and the correct return address for your region.

Condition of Returned Items

Items must arrive back with us in the same condition they were received — unused, undamaged, and with all original packaging, manuals, cables, and accessories included.

• Original product packaging must be intact (light wear from opening is fine).
• Protective films and seals should not be removed unnecessarily.
• Serial numbers must match the unit we dispatched.
• Items showing signs of wear, modification, or damage will be refused or partially refunded at our discretion.

Restocking Fee

A 4% restocking fee applies to all returns to cover payment-processing costs and reconditioning. The fee is deducted from your refund. It is waived if the return is due to a fault on our side (e.g. wrong item shipped, item damaged in transit, manufacturing defect).

Return Shipping

You pay return shipping on standard returns (change of mind, unwanted items). We recommend a tracked and insured service — we can’t refund items that are lost in transit before reaching us.

If the return is because of a fault with the product or an error on our side, we’ll cover the return shipping (see Warranty below).

Refunds

Once we receive your return and confirm the item’s condition, we process refunds within 5 business days. Refunds go back to the original payment method. Depending on your bank, it can take a further 3–10 days to appear on your statement.

Refunds cover the product price minus the 4% restocking fee (if applicable). Original outbound shipping is refunded only if the return is our fault.

1-Year Warranty

All Isla Electronics hardware is covered by a 1-year manufacturer warranty from the date of delivery. The warranty covers manufacturing defects and component failures under normal use. It doesn’t cover:

• Accidental damage, drops, or liquid damage.
• Damage from user modification, unauthorised repair, or improper power supply.
• Cosmetic wear (light scratches, dust, etc.) that doesn’t affect function.

Warranty return shipping:

• UK customers: we cover inbound return shipping to our UK service hub.
• Outside the UK: shipping cost varies depending on the nearest service hub (we have multiple locations). Open a ticket before shipping and we’ll advise — in most cases we cover the cost or provide a pre-paid label.

Non-Returnable Items

• Digital downloads (firmware, sample packs, DSP plugins) once downloaded.
• Personalised or custom-configured items.
• Items returned after the 14-day window without prior agreement.

How to Start a Return

1. Email [email protected] with your order number, the item(s) you’d like to return, and the reason.
2. We’ll reply within 48 hours with a Return Authorisation and the correct return address.
3. Pack the item securely with all original accessories and the RA number visible on the package.
4. Ship it back using a tracked service (see the Return Shipping section above for who pays).
5. Once received and inspected, we’ll confirm your refund within 5 business days.

Statutory Rights

Nothing in this policy affects your statutory rights as a consumer. UK customers retain their rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. EU customers retain their rights under applicable national distance-selling and consumer-protection laws.

Questions

Any question about a return, warranty claim, or refund: [email protected].