Returns & exchanges
Last updated: 8 June 2026
We want you to be completely happy with your purchase. This policy explains your right to cancel, how to return an item, and how refunds work — in line with UK consumer law.
14-day right to cancel (cooling-off period)
Under the Consumer Contracts Regulations 2013, for most products bought online you have the right to cancel within 14 days of receiving your order, for any reason. To cancel, notify us at returns@unibay.com within that period. You then have a further 14 days to return the goods.
Returned items must be in their original condition with all packaging, cables, and accessories. You are responsible for the cost of return carriage unless the item is faulty.
Custom-built and personalised systems
Please note: bespoke, made-to-order, and personalised systems (built to your specific configuration) are exempt from the standard 14-day cooling-off right under the Consumer Contracts Regulations 2013, because they are made to your specification. This does not affect your rights if the item is faulty or not as described.
Faulty or not-as-described goods
Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose:
- ›Within 30 days of delivery, you have the short-term right to reject the goods for a full refund.
- ›Within 6 months, if a fault appears we will repair or replace it; if that is not possible, you are entitled to a refund.
- ›These rights apply to custom-built systems too — your statutory protection is never waived.
How to return an item
- ›Email returns@unibay.com with your order reference (UB-XXXXXXXX) and reason for return.
- ›We will issue a Return Merchandise Authorisation (RMA) number and return instructions.
- ›Pack the item securely in its original packaging and include the RMA number.
- ›For faulty items within warranty, we arrange and pay for collection within mainland UK.
Refunds
Once we receive and inspect your return, refunds are issued to your original payment method within 14 days. For change-of-mind returns, the refund covers the price of the goods and standard outbound delivery; return carriage is at your cost. For faulty items, we refund all carriage costs.
Non-returnable items
- ›Software licences and digital downloads once activated
- ›Items returned without original packaging or with missing components (may incur a deduction)
- ›Custom-built systems for change-of-mind, except where faulty (see above)