Technical Support & Troubleshooting
Before returning any item you believe to be faulty, please check our Frequently Asked Questions & Troubleshooting Steps found here. Many common issues, such as connectivity or configuration errors, can be resolved quickly without the need for a return. If you still require assistance, please contact our support team via our Contact Form or email us at info@imasjidlive.co.uk.

Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receipt without giving any reason. The cancellation period will expire 14 days from the day after you (or a third party indicated by you) receive physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision by a clear statement. You may use our Contact Form, email us at info@imasjidlive.co.uk, or write to us at eMasjid Live Ltd, 22 West Park Grove, Batley, WF17 7HG. You may also use our Model Cancellation Form, but it is not obligatory.

Effects of Cancellation & Deduction Warning
If you cancel this contract, we will reimburse all payments received from you, including the costs of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us). We will make the reimbursement without undue delay, and not later than 14 days after the day we receive the goods back or receive proof of postage.

Important: You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. We reserve the right to make a deduction from the reimbursement for:

• Locked Devices: If a device is returned with a security lock, PIN, password, or personal account (e.g., Google, Apple, or custom ID) still active, we will be unable to process your return. In such cases, the refund may be held until the device is unlocked, or the item may be returned to you at your cost.
• Missing Parts: Any missing components, cables, or accessories.
• Damage: Any damage caused by insecure packaging during return transit.
• Missing/Damaged Packaging: While you may open packaging to inspect the goods, we reserve the right to make a deduction from your refund if the original branded packaging is missing or has been damaged beyond what is necessary for inspection, as this reduces the item’s resale value.

Refund Method: We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

Exclusions: Please note that the right to cancel does not apply to goods that are made to your specifications or are clearly personalised.

Return Postage
Please note that you will be responsible for the direct cost of returning the goods for “change of mind” returns. This does not apply if the items are faulty or not as described, in which case we will cover the return costs.

We strongly recommend using a tracked service such as Royal Mail Tracked 24 or 48 to ensure your return reaches us safely. Please retain your proof of postage, as we cannot be held responsible for items lost or damaged in transit back to us.

Returns Deadline
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. You must ensure the item is packaged securely and includes all supplied components, accessories, and cables, and has all personal accounts, pins and passwords removed.

Faulty Goods & 12-Month Warranty
In addition to your statutory rights, we provide a 12-month warranty from the date of purchase.

• What is Covered: This warranty covers manufacturing defects and hardware failures that occur during normal, intended use of the product.
• What is Not Covered: The warranty does not cover accidental damage (e.g. liquid spills, drops, or cracked screens), wear and tear, unauthorised repairs, or damage caused by misuse or using incorrect power supplies.
• Technical & Service Issues: Our 12-month warranty is strictly for hardware manufacturing defects. It does not cover technical issues related to:
  • External Services: Outages or technical faults with the broadcast platform, streaming service, or a specific channel.
  • Connectivity: Issues caused by local internet service provider (ISP) failures, weak Wi-Fi signals, or incorrect local network configurations.
  • Subscription Status: Any loss of service due to the cancellation or expiration of a channel subscription.
• Return Requirements: For all warranty claims, the item must be packaged securely and must include all original supplied components and cables.
• Return Costs & Risk: If an item is confirmed as faulty, eMasjid Live Ltd will reimburse the cost of Royal Mail Tracked 48 return postage. You are responsible for purchasing the return label and providing a valid receipt for reimbursement. The risk of loss or damage in transit remains with the you until the item is delivered to us.
• Device Access: To process a repair or replacement, all PINs, passwords, and personal accounts must be removed before the item is returned. We may not be able to process warranty claims on locked devices.
• Missing Parts Warning: If an item is returned as faulty but is missing essential components or cables, we reserve the right to charge for the replacement of those parts or deduct their value from any refund issued.
• Within 30 Days: If your item is faulty, you are entitled to a full refund, repair, or replacement.
• After 30 Days (Up to 12 Months): If the product develops a manufacturing fault within the first 12 months, we will provide a repair or a replacement. If a repair or replacement is not possible or is unsuccessful, you may be entitled to a refund.