Returns & Refunds

By purchasing from Transparent Comms (GIB) you are agreeing to the terms of this contract. Please make careful note of the conditions relating to the return of purchased items. To raise a return please email All returns have to be made in writing. 

Damages and defective goods must be notified to us within 2 days from receipt of goods. If goods arrive damaged, please sign for them as damaged as this helps us when claiming against our couriers for goods damaged in transit. No goods may be returned without a valid invoice number. 

Incompatible Equipment

Transparent Communications Ltd accepts no responsibility for compatibility or applicability with customers’ existing systems of any item offered for sale. 

We do not operate a “try before you buy” policy. It is the responsibility of the customer to ensure that the goods purchased meet their own requirements for use. All product specifications on the website are reproduced from the relevant manufacturers’ own data. 

Transparent Communications Ltd accepts no liability for any errors, omissions or inaccuracies in the information provided by the manufacturer.

Transparent Communications Ltd cannot guarantee the performance of wireless equipment at customers’ premises. Many factors which are beyond the control of Transparent Communications Ltd affect wireless transmissions. Customers must allow for and take into consideration these external factors when purchasing equipment.

All goods supplied by Transparent Communications Ltd are sourced in the UK and are intended for use within the UK. Customers outside the UK assume all risk and legal implications of using UK-specified equipment.

UK-specific functionality of products may include:

  • UK power supplies
  • UK Wi-Fi channels
  • BT-style phone jacks and socket

All documentation is provided in English. Other languages may be included at the manufacturer’s discretion. Transparent Communications will not be liable for warranties and/or other legal considerations outside of the laws of the UK.

Clearance Items

All products available for sale in the clearance section of this website are offered for sale “as is”. Condition, availability and warranty periods for these items vary and are indicated clearly for each item. 

Contract Cancellation

Under Gibraltar’s Consumer  Regulations, if you have purchased as an end consumer, you have the right to cancel the contract for the purchase of any item purchased on this website by serving a notice to the supplier within 14 days of delivery. 

Returning Faulty Items

Under the Consumer Rights Act, end consumers have a right to reject goods that are faulty or not as described and get a full refund within the first 30 days. 

After 30 days you will be entitled to a repair or replacement if your item develops a fault, under the manufacturer’s warranty.

This right to a refund doesn’t apply to purely digital products though – such as software, games or apps that you buy as downloads. 

If your goods develop a fault you may return the goods to us (see requirements below) or you may claim against the warranty that is provided by the manufacturer.

You are encouraged to contact the manufacturer’s technical support engineer before electing to return a product as many “faults” can be rectified by an engineer without the need for a product return. 

To return a faulty item within 30 days you must first request an invoice number. An invoice number must be requested via Please indicate the reason for the return as a faulty item.

You will either receive an email with an invoice number together with the address to send the item(s) to or (for certain products only) be advised to contact a manufacturer directly for a replacement.

Before returning any item as faulty you must:

  1. Ensure that the latest drivers, firmware and/or software are installed as recommended by the manufacturer.
  2. Contact the manufacturer’s technical support to determine the likelihood that the item actually is faulty, and obtain a case number for use with the return request.

When returning an item please package the relevant item securely and send it to us so that we receive it within 10 working days of the date that the invoice number was issued to you. Items received after 10 days will not be accepted and will be returned to the customer at the customer’s expense.

For your protection, we recommend that you use a recorded delivery service. Replacement items will only be dispatched after the faulty item has been received and tested at our premises. Dispatch of replacement items is subject to availability.

Transparent Comms (GIB) accepts no liability for any consequential loss incurred due to faulty items or any reasonable delay in supplying replacement items. At the discretion of Transparent Comms (GIB), we may replace the faulty item or offer you a credit note, refund or suitable replacement.

All items returned to Transparent Comms (GIB) as faulty will be tested. Any product found to be not faulty will be refunded and incur a restocking fee of 30%. Items returned without a valid invoice number will not be accepted and will be returned to the sender, at the sender’s expense.

If it is agreed that the returned goods are to be collected by Transparent Comms (GIB) you will be asked to confirm the most suitable day for your collection to be booked. All booked collections will be done with a courier service and collection can be made on weekdays between the hours of 9:00-17:30. In these instances, Transparent Comms (GIB) will make one attempt at collection. If the package is not ready for collection on the date arranged or the couriers are unable to collect due to any circumstances not down to their non-appearance on the collection date then the responsibility for returning the goods will be with the customer.

For goods being returned as damaged, we must be notified by you within 2 days that items are damaged and if the box in which the package has arrived in is damaged, the goods must have been signed for as damaged with the courier delivering the goods. Transparent Comms (GIB) cannot accept responsibility for goods reported as damaged after this time has elapsed.

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