Last updated: 21 August 2026
This policy applies to physical goods ordered from the Liberty-i online shop. It forms part of our terms and conditions. Service installations and engineer visits use the delivery arrangements set out in the relevant proposal or order form.
1. Delivery destinations
At launch, online delivery is available to valid addresses in the United Kingdom through the following zones:
- Mainland Great Britain;
- Scottish Highlands and Islands; and
- Northern Ireland.
Crown Dependencies and international destinations are not available through online checkout unless we agree a separate written quotation. Some carriers cannot deliver to PO boxes or restricted sites.
2. Delivery charges and timing
The available service, delivery charge and any free-delivery threshold are shown at checkout after the delivery postcode and basket are known. Highlands, Islands and Northern Ireland may cost more and take longer than mainland delivery.
Product pages show stock information or the best available lead-time estimate. “Usually dispatched in” is an estimate, not a guaranteed delivery date. We will normally dispatch stocked goods after payment and order checks are complete. If no separate date is agreed, consumer orders will be delivered without undue delay and no later than 30 days after the contract is formed.
We may split an order where this avoids unnecessary delay. You will not be charged additional delivery fees without agreement.
3. Tracking, access and missed delivery
Where tracking is available, details are sent to the order email address. You are responsible for providing a complete address, safe access and an authorised person to receive the goods. Carrier charges caused by an incorrect address, refused delivery or repeated missed delivery may be passed on where lawful and reasonable.
4. Check the delivery
Please check the parcel promptly. If packaging is visibly damaged, record this with the carrier where possible and photograph the packaging before opening it. Tell us promptly about damage, missing items or an incorrect product at info@liberty-i.com or 0808 2819 500. Reporting promptly helps us investigate with the carrier but does not remove a consumer’s statutory rights.
5. Consumer right to cancel
If you are a consumer buying online, you may normally cancel without giving a reason from the time the order is placed until 14 days after the day you, or a person you nominate, receives the goods. For an order delivered in separate parts, the period runs from receipt of the final part.
Tell us clearly that you wish to cancel by emailing info@liberty-i.com, calling 0808 2819 500, or using the model cancellation wording below. You then have a further 14 days to return the goods.
6. Returning unwanted consumer goods
- Contact us before sending anything so we can issue return instructions and identify the parcel.
- You are responsible for the direct cost and safe carriage of an unwanted return unless we agree otherwise.
- You may inspect goods as you would in a shop. We may reduce the refund to reflect loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and operation of the goods.
- Return all supplied parts, accessories, manuals and packaging where reasonably possible.
- Remove your configuration, accounts, passwords, licences and personal data from equipment before returning it. Back up anything you need and perform a factory reset where appropriate.
Cancellation exceptions set by law may apply, including to goods made to your specification or clearly personalised and to sealed software once unsealed. We will explain an applicable exception before purchase where relevant. This does not affect rights relating to faulty or misdescribed goods.
7. Refunds after consumer cancellation
We will refund the price paid and the cost of our least expensive standard delivery option. Extra paid for premium delivery is not refundable beyond the standard amount. We may wait until the goods are received or you provide evidence of return, whichever happens first. The refund will be made within 14 days of that point, normally to the original payment method.
8. Faulty, damaged, misdescribed or incorrect goods
If goods are faulty, damaged on delivery, not as described or incorrect, contact us with the order number, serial number where relevant and details of the problem. We will provide return instructions and, where required by law, cover reasonable return costs. Depending on the circumstances and your rights, the remedy may be a refund, repair or replacement.
Manufacturer warranty and RMA procedures may help resolve a fault but do not replace a consumer’s statutory rights. Damage caused by misuse, unsuitable power, incorrect installation, unauthorised modification or failure to follow manufacturer instructions is not a product fault, although paid repair or support may be available.
9. Business returns
The statutory 14-day change-of-mind right does not apply to business purchases. Business returns require prior written authorisation unless goods are faulty, misdescribed or supplied incorrectly. Any discretionary return must be unused, complete and suitable for resale, and may be subject to reasonable testing, carriage and restocking costs agreed before return.
10. Return authorisation and address
Do not send equipment without a return authorisation. Contact info@liberty-i.com or 0808 2819 500. Once authorised, returns are normally sent to Liberty-i, Unit 14 Riverside Park, Farnham, Surrey GU9 7UG, United Kingdom, unless we provide a different manufacturer or service-centre address.
11. Model cancellation wording
To Liberty-i, Liberty-izone Limited, Unit 14 Riverside Park, Farnham, Surrey GU9 7UG, or info@liberty-i.com:
I give notice that I cancel my contract for the sale of the following goods: [describe goods].
Ordered on: [date]. Received on: [date]. Order number: [number].
Consumer name: [name]. Consumer address: [address].
Date: [date]. Signature: [only if sent on paper].