Returns Policy

Need to return an item?

You can request a return by emailing returns@csq.global along with your Purchase Order reference.

In addition to this policy you should also refer to our general Terms and Conditions of Sale.

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, no problem. An order can be cancelled at any point before the goods are delivered to you. The item must not be used and must be 'as new' when returned to us. You must return the item to us or request us to collect the item, in either case, at your cost. Once you've informed us that you wish to return your item, you have 30 days to return it. Once the item is received at Charles Square, we'll issue a full refund for the product to your original payment method.

You will not have the right to cancel/return an item if the goods are made to your specification or are customised to your requirements.

Non-faulty returns will not be accepted for electronic software downloads unless you inform us within 14 working days of receipt of the item and it can be proven that the Licence Key has not been viewed. For faulty Products, returns will only be accepted if the product itself is deemed to be defective by the manufacturer in accordance with the End-User License Agreement or it can be proven that the License Key has not been viewed. We will replace any damaged or non-conforming Licence Key upon receipt of the manufacturer’s confirmation that the item is faulty.

Returns using your own method of delivery

If you elect for a refund of a Product returned by you because of a defect it will be refunded as per our refunds policy, including any standard delivery charges paid by you including the cost of sending the item to you, up to our cheapest delivery method. We will not refund premium delivery surcharges. Charles Square will offer a free collection for defective products and we recommend that you contact us in the first instance to see if you can make use of this service. However, at your discretion you may arrange to return the product via your own courier method and Charles Square will refund up to a reasonable amount. This will only be refunded upon the receipt of proof of the carriage costs. To ensure charges incurred for courier method are reasonable, customers should contact Charles Square first to check the estimate costs will be reimbursed before proceeding with your chosen courier method.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within seven working days (please note that this is two working days for our business customers). If the items are visibly damaged on receipt, we recommend that you record this on the carrier's delivery note. Items should be returned in their original packaging, where possible, complete with all accessories and documentation. If the original packaging is damaged beyond reuse, items should be returned in suitable packaging to ensure the item is not damaged in transit.

Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs if you have declined to use our free collection service. What is a reasonable return carriage costs depends on the size of the Product. The method and cost of return should first be agreed with Charles Square before returning the Product.

Items Faulty on Arrival

If your purchases are faulty on arrival, we request that you inform us within 30 days of receipt if you wish to receive a full refund (please note that for our business customers, this is 14 days). Items should be made available for collection or returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. If you have declined to use our free collection service by means to return the Product, we will reimburse you for reasonably return carriage costs. What constitutes a reasonable return carriage costs depends on the size of the Product. The method and cost of return should first be agreed with Charles Square before returning the Product. We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you, in this instance you will be liable for the return carriage costs.

Items Faulty after 30 days

If any of your purchases develop a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. Many manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience, which we recommend you use in order to correct the fault quickly.

Open-Box Items/Ex-Display

Any items purchased which are listed as grade A, grade B, ex-display products or used stock (meaning they may have slight cosmetic defects, be a factory refurbished item or may have previously been sent out and sent back as an unwanted item) have a maximum warranty of 90 days for grade A and ex-display and 30 days for grade B. Where items are grade A, grade B, ex-display or used stock it will be noted in the item description on the site.