Returns & Refund Policy

1. Overview

At Ness Top Shop we want you to be satisfied with every purchase and service. This policy explains your options if something is not right. Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in this policy.

2. Device Sales — Returns

Devices purchased in-store from Ness Top Shop may be returned within 30 days of purchase if:

• The device develops a fault that was not disclosed at the point of sale
• The device does not match the description given at the point of sale

To return a device you must:

• Bring the device in-store with proof of purchase (receipt or bank statement)
• Ensure the device is in the same condition as when purchased — free from new physical damage or liquid damage caused after purchase

We do not accept returns for change of mind on pre-owned devices. This does not affect your statutory rights.

3. Device Sales — Refunds

Where a valid return is accepted, we will offer one of the following at our discretion:

• A full refund to your original payment method
• An exchange for an equivalent device
• A credit note for use in-store

Refunds are processed within 5 working days of the return being approved.

4. Device Services — 12-Month Warranty & Refunds

All completed device services are backed by a 12-month warranty on parts and workmanship from the date of collection. Terms and conditions apply where applicable.

What the warranty covers

• Defects in the replacement components we installed (screen, battery, port, camera, etc.)
• Workmanship faults — e.g. the same issue recurring due to how the service was performed

What the warranty does not cover

• Accidental damage sustained after the device was collected
• Liquid or water damage occurring after collection
• Faults unrelated to the original service
• Damage caused by a third party working on the device after our service

If a fault falls within the warranty, we will either rework the service at no charge or offer a partial or full refund at our discretion. Bring the device in-store with your receipt within the 12-month period to make a claim.

5. Accessories — Returns & Warranty

We stock a full range of WYE accessories including cases, screen protectors, cables, power banks, car holders, charging adapters, and audio accessories. The following terms apply to all accessory purchases:

Returns

• Unopened accessories in original packaging may be returned within 14 days of purchase for a full refund or exchange. Proof of purchase required.
• Opened accessories cannot be returned for change of mind. This does not affect your statutory rights if the item is faulty.

Warranty

• All WYE accessories carry a 12-month warranty against manufacturing defects from the date of purchase. Terms and conditions apply where applicable.
• If an accessory develops a fault within the warranty period under normal use, we will offer a replacement or refund.
• The warranty does not cover damage caused by misuse, liquid exposure, accidental damage, or normal wear and tear (e.g. fraying of cables due to improper handling).
• Screen protectors are excluded from the warranty once applied to a device.

To make a warranty claim, bring the item in-store with your proof of purchase within the 12-month period.

6. Collection & Delivery

We do not currently offer postal or online order fulfilment. All purchases and services are handled in-store or via our local collection and delivery service.

• In-store: Walk in during opening hours — no appointment needed for most services.
• Collection & drop-off: Available within a 20-mile radius of Inverness (Beauly, Dingwall, Nairn, Drumnadrochit, and surrounding areas). Pricing discussed and agreed before collection. Turnaround communicated at point of booking.

7. Payment Methods

We accept the following payment methods in-store:

• Cash
• Debit card (Visa, Mastercard)
• Credit card (Visa, Mastercard)
• Bank transfer (for agreed orders)

Payment is taken in-store upon completion of service or at point of sale. No payment is required upfront for services — pricing is agreed before any work begins.

8. How to Make a Claim

Bring your device or item in-store during opening hours with your proof of purchase. Alternatively, contact us in advance:

Email: nesstopshop@gmail.com
Address: 18 Inglis Street, Inverness, IV1 1HN

9. Your Statutory Rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015. If you are unhappy with our response, you may contact the Citizens Advice consumer helpline or Trading Standards for further guidance.