Returns, Refunds & Warranty Policy

1.1 Warranty, Returns, Replacements and Refunds

We want you to be happy with your purchase from C & M Navigation Systems. However, we recognise there may be occasions where you wish to return an item, request a repair or ask for a refund. This policy sets out how we will handle those situations and how you can exercise your rights. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 (CRA), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR), or any other applicable UK consumer protection legislation.

1.2 Items Damaged in Transit or Faulty on Arrival

If any item is damaged in transit (while being transported from us to you) or appears to be faulty on arrival, you must report this to us as soon as reasonably possible and no later than 24 hours from signing for or receiving the parcel. Reports made after this period may not allow us to raise a claim with the courier, and we reserve the right to reject claims for damage in transit reported outside this timeframe. This does not remove your statutory rights in respect of goods that are inherently faulty or misdescribed.

Items should be returned in their original packaging, complete with all accessories, documentation and any additional items supplied (including gift accessories where applicable). Once the item has been received by us, inspected, and the fault or damage confirmed, we will either:

• Issue a replacement device of the same or equivalent specification, or
• Provide a full refund via your original method of payment.

If, after inspection, no fault or transit damage can be identified, the item will be returned to you and no refund or replacement will be provided under this section. In such cases, you will be responsible for the carriage costs to have the item sent back to you.

1.3 30-Day Money-Back Guarantee

In addition to your statutory rights, we offer a 30-day money-back guarantee as a goodwill gesture, similar to those on major marketplaces such as eBay or Amazon. This guarantee is designed for situations where the product is not suitable for your needs, rather than where it is faulty or misdescribed (which is covered by the Consumer Rights Act 2015).

To be eligible for a refund under this 30-day guarantee, you must contact us within the first 30 calendar days from the date of purchase to request a return, and:

• The item must be returned in the same condition as you received it.
• It must be in the original box/packaging or packed securely.
• All original accessories must be included (including any gift accessories).

If 30 calendar days have passed since your purchase, we will not accept a return for a full refund under this goodwill guarantee. We consider 30 days a reasonable period to determine whether the item meets your needs. You will, however, still benefit from the applicable warranty cover described in section 1.5 if the goods are faulty.

The 30-Day Money-Back Guarantee will be void if, on inspection, there are signs of negligent or improper use, including (but not limited to):

• Damaged plastic frame, casing or enclosure.
• Cracked, scratched or visibly damaged screens.
• Damaged ports, damaged camera (if applicable), or any physical impact damage.
• Liquid spillage or signs of moisture/condensation damage to the circuits or components.
• Unauthorised attempts to open, tamper with or repair the product.
• Returning a different product from the one originally purchased.
• Returning the product with missing or broken accessories.

Where damage is found, but the product remains repairable, we reserve the right to deduct the reasonable cost of repair and any associated handling costs from the total amount you originally paid. The remaining amount will then be refunded to your original payment method. If a product is deemed irreparable, or if the returned item is missing completely or is not the same unit that was supplied, we reserve the right to refuse any refund.

Please note that under our Postage and Returns Policy, C & M Navigation Systems only accepts responsibility for damage in transit from us to you. When you return products to us, it is entirely your responsibility to ensure the parcel is packaged securely to minimise the risk of damage during transportation.

If an item is returned damaged as a result of inadequate packaging or mishandling by your chosen carrier, we reserve the right to refuse a full refund and instead deduct a reasonable amount to reflect the resulting loss in value. We will inform you of the extent of the damage and any proposed deductions before processing the refund.

Because the risk of damage or loss in transit when returning items cannot be eliminated entirely, we strongly advise you to retain all documentation, receipts and tracking references issued by the carrier used for the return. This will allow you to raise a claim directly with the carrier if you believe the item was damaged or lost while in transit back to us. Any such claim is solely between you and the carrier; C & M Navigation Systems cannot intervene in, or guarantee the outcome of, that process.

The customer is responsible for return postage costs unless we have expressly agreed otherwise in writing before the product is sent back. Return postage fees will not normally be refunded under the 30-day goodwill guarantee.

Where you have chosen to pay an additional premium for faster or upgraded delivery (for example, Royal Mail Special Delivery/Next Day services), any refund will relate to the price paid for the product only. Enhanced or premium delivery charges are non-refundable except where required by law.

For customers outside the United Kingdom, you must ensure that all customs documentation is completed correctly when returning items, and that any applicable customs fees, import duties or taxes are paid by you in advance where required. C & M Navigation Systems will not pay customs charges arising from returns from outside the UK. Any customs fees or taxes that we are required to pay in order to receive your returned item may be deducted from your refund.

Any eligible refunds will be issued to the same payment source used for the original purchase and will be processed within 14 business days from the date the returned item is received and checked by C & M Navigation Systems. We will politely decline requests to issue refunds by a different payment method, bank account or card.

If an item is returned with missing accessories or with heavy signs of cosmetic wear or marking (but remains fully functional), we reserve the right to issue only a partial refund, reflecting the reduced value of the goods.

If the product arrives back with additional faults or issues which were not reported to us before the return was authorised, and which affect its functionality, we reserve the right to refuse a refund under this section and instead treat the matter under the applicable warranty or repair terms.

To request a return, you must contact us via email at contact@cmnav.co.uk or via another contact method listed on our website (www.cmnav.co.uk), and provide either the order number or the full name and address used when placing the order so we can identify it. If we cannot identify your order from the information provided, we may not be able to process the return.

IMPORTANT: Once a return has been agreed, the customer must post the item(s) within 14 calendar days from the date the return was authorised. If the item has not arrived back with us within this period, the return and any associated refund under the 30-day goodwill guarantee may be declined.

After we have identified your order, we will provide the correct return address and any specific packaging instructions. For transparency and to avoid any disputes, we video-record the unboxing of returned parcels and we test all returned items. If our technicians find that a returned item is not faulty or that the reported issue cannot be reproduced, we will return the item to you. In this case, you will be liable for the return carriage cost, and the item will not be re-sent until that cost has been paid (usually equal to the original carriage cost).

C & M Navigation Systems cannot accept responsibility for items that are delayed, lost or damaged in transit while being returned to us. Until the parcel is received by us, it remains your responsibility. We strongly recommend using a secure, tracked postal service (for example, Royal Mail 1st Class Signed For or an equivalent tracked service from your chosen courier). You may choose a non-tracked service at your own risk, but if the item is lost or damaged in transit, you will not normally be compensated by us.

1.4 Klarna Instalment Purchases

Orders placed on our website using Klarna as the payment method are subject to the same product, warranty and returns conditions as all other orders paid in full, except that any refund relating to the instalment agreement itself is processed directly by Klarna as a separate third-party financial provider.

We have no control over how Klarna manages refunds, instalments or credit agreements once a refund has been triggered from our side. If you have purchased using Klarna and are unsure how a refund will be applied to your account or instalment schedule, please consult Klarna’s official guidance:

https://www.klarna.com/uk/customer-service/when-will-i-receive-my-klarna-card-refund/

REPAIRS & REPLACEMENTS

1.5 Warranty Period & Process

Unless specifically stated otherwise on the product page, all new CMNAV devices (excluding consumables and standalone accessories) are covered by a 12 calendar-month warranty from the date of purchase. Items sold as “Refurbished”, “Open-Box” or “Ex-Display” are covered by a 3 calendar-month warranty from the date of purchase (see section 1.7 for further details). Accessories, consumables and certain third-party items may be excluded or subject to a shorter warranty, and this will be stated where applicable.

If any of your purchases develop a fault after the initial 30-day period but within the applicable warranty period, you are entitled to a warranty inspection and, where appropriate, a repair or replacement in line with the conditions of this policy and UK consumer law.

Inspection requirement: All warranty claims require the unit or affected component to be returned to us (unless we expressly confirm in writing that it is not necessary for a particular accessory or minor issue). We will test the unit and verify the reported fault.

If a manufacturing or hardware fault covered by the warranty is confirmed, we will:

• Repair the item at no cost to you, or
• Replace it with a like-for-like unit or one of equivalent specification if a direct replacement is unavailable.

In some cases, it may not be viable or proportionate to repair the goods. Where that is the case, we will supply replacement goods instead. You are responsible for the cost of sending the item to us, while we will cover the cost of returning the repaired or replacement item to you once the warranty claim has been accepted.

On certain occasions (for example, if a fault is clearly caused by a defective accessory such as a charger, USB cable or windscreen mount), we may resolve the issue without requiring the main unit to be returned. In such cases, we reserve the right to send a replacement accessory free of charge where the product remains within the warranty period.

Under the Consumer Rights Act 2015, faults that arise within the first 6 months of delivery are presumed to have been present at the time of supply unless we can show otherwise. As part of our inspection, if we identify that damage or a fault has arisen due to misuse, accidental damage, unauthorised modification or any other exclusion listed in section 1.6, the warranty remedy will not apply.

1.6 Warranty Exclusions & Misuse (Not Covered)

The warranty does not cover faults or damage arising from misuse, neglect, accidental damage or external factors. Examples of exclusions include (but are not limited to):

• Accidental damage such as cracked or visibly damaged screens, damaged plastic frames or housings.
• Damaged charging ports, connectors or sockets caused by forced insertion, incorrect use or physical impact.
• Liquid damage, condensation or any spillages (for example, drinks spilt on the device) affecting circuits or components.
• Signs of physical shock, severe impact, heat damage, melting, burning or other deformation of the enclosure.
• Use of incorrect or unapproved chargers, power supplies, or accessories not supplied or endorsed by C & M Navigation Systems.
• Unauthorised attempts to open, dismantle, modify or repair the device without our prior written approval or guidance.
• Intentional or unintentional deletion, corruption or tampering with the navigation software, firmware or map data.
• External interference from heated windscreens, aftermarket tinting, metallic coatings, dash cams or other devices that may affect GPS reception.
• Normal wear and tear, including minor cosmetic marks that do not affect functionality.

Any items that are out of warranty, or which fall under the exclusions above, may still be repairable for a fee. Where this is the case, we will provide a quotation for the repair and any parts required before proceeding. No chargeable repair work will be undertaken without your prior agreement.

We reserve the right to decline unreasonable requests that fall outside the scope of this policy or UK consumer law. Any form of fraud, abuse, defamation, harassment, threats or violence towards our staff (whether verbal, written or physical) will not be tolerated and may be reported to the Police and relevant authorities.

1.7 Certified Refurbished, Open-Box & Ex-Display Items

From time to time, we may sell third-party products or CMNAV products at auction or at a discounted price as “Certified Refurbished”, “Open-Box” or “Ex-Display”. These products have typically been used for testing, display or demonstration and cannot be sold as brand new. Any missing accessories or cosmetic issues will be clearly mentioned in the product description wherever possible.

Condition of items

• Certified Refurbished Items: Tested, repaired (where necessary) and cleaned to ensure good working condition. They may show signs of previous use or cosmetic imperfections and may not include original packaging.
• Open-Box Items: Typically, customer returns in excellent working condition, but with opened or marked packaging.
• Ex-Display Items: Used for display or map-testing. Fully functional but may have minor cosmetic imperfections and/or missing original packaging.

Sold as seen

• All Certified Refurbished, Open-Box and Ex-Display items are sold “as seen” in the condition described.
• By purchasing such items, you acknowledge and accept any disclosed cosmetic imperfections or packaging issues.

14-Day Money-Back Guarantee (Refurbished/Open-Box/Ex-Display)

• A 14-day money-back guarantee applies to all Certified Refurbished, Open-Box and Ex-Display items.
• You have 14 days from the date of delivery to request a return if you are not satisfied.
• To initiate a return, contact us at contact@cmnav.co.uk with a brief reason for the return. We will provide return instructions.
• Items must be returned in the same condition as received, with all accessories, manuals and any packaging that was supplied (original or otherwise).
• Once the item is received and its condition verified, we will issue a refund for the purchase price, excluding any shipping or handling fees originally paid.
• A reasonable restocking deduction may be applied if the item is not returned in the condition in which it was supplied or if accessories are missing.
• Refunds will be made using the same payment method used for the original purchase.

Exceptions

• We cannot accept returns where items have been damaged or altered after delivery.
• The 14-day money-back guarantee does not apply to software-only purchases, consumables, or items explicitly described as “final sale” or “non-returnable”.
•  Third-party GPS sat navs are not included in our “Free Lifetime Map Updates” policy, which applies only to CMNAV brand new sat navs. However, for many compatible models we can offer yearly map updates preloaded on a microSD card for £25 (including postage and packaging).

All Certified Refurbished, Open-Box and Ex-Display products are covered by a 3-month warranty from the date of purchase, unless otherwise agreed in writing by C & M Navigation Systems.

We aim to provide clear and accurate descriptions for all refurbished, open-box and ex-display items. If you have any questions about a specific item, please contact us before purchase so we can clarify the condition and inclusions.

1.8 Repairs Outside Warranty (Parts & Labour)

If a product requires repair or parts replacement outside the standard 12-month (or 3-month, where applicable) warranty period, we may be able to repair the item on a paid basis. For any such repairs, we provide:

• A quotation for the cost of parts and labour before any work is carried out.
• A 3-month warranty on the specific parts that have been replaced or repaired, starting from the date of the repair or replacement.

This 3-month warranty on repaired or replaced parts covers defects in materials and workmanship relating to those parts only. It does not renew, extend or replace the original product warranty, and it does not cover faults that are unrelated to the repair.

If the repair is required due to circumstances excluded from our warranty (such as accidental damage, misuse or unauthorised repairs), then the 3-month parts warranty will not apply. In addition, the availability of repairs is subject to the ongoing availability of spare parts for your specific model. If a product has been discontinued and spare parts are no longer produced or reasonably obtainable, we may not be able to carry out further repairs.

Under UK law, we are not obliged to provide any warranty for parts replaced after the original warranty has expired. We choose to offer a limited 3-month warranty on repaired parts as a gesture of goodwill and to provide additional peace of mind.

1.9 Second-Hand or Unverified Units

Free technical support, warranty cover and lifetime map updates are only available to the original purchaser and require proof of purchase. As a minimum, we will normally need the order number, or the purchaser’s full name and first line of address, so we can verify the purchase in our records.

Units obtained second-hand (for example, those sold with a vehicle, bought privately, or purchased from third-party resellers) will not be treated as eligible for free lifetime map updates or free technical support unless we can verify that the unit is still within its original warranty and linked to the original purchaser.

For unverified or second-hand units, we can offer a paid inspection service (currently £25, payable in advance by card or PayPal). This service includes:

• Full testing of the unit.
• Software review and basic configuration checks.

If faults are identified that require replacement parts or further work, we will provide a quotation and obtain your approval before carrying out any chargeable repairs. The unit must be sent to us for this service and returned at your expense.

For any queries about warranty coverage, eligibility for lifetime map updates, or to request a repair or inspection, please contact us via email at contact@cmnav.co.uk.

1.10 Live Traffic & Online Services

For sat navs advertised with Live Traffic and other online features, these services rely on third-party providers, remote servers and communication networks that are outside our direct control. They may also depend on your data connection, SIM provider and coverage.

Live Traffic and online services are provided as complimentary features to enhance your experience. They are not sold as a separate paid subscription and are not guaranteed for any minimum period. For this reason, they are not offered or described as a guaranteed or continuously available service.

Availability, quality and performance of these services may vary by region and over time, and may be modified, restricted or discontinued by the third-party provider without notice. Examples include, but are not limited to:

• Temporary or permanent server outages.
• Changes to third-party service APIs or access policies.
• Network coverage, roaming restrictions or SIM provider limitations.

For clarity:

• Live Traffic and online services are not guaranteed and may be unavailable from time to time.
• Temporary or permanent outages of Live Traffic/online services do not, on their own, mean that the device is faulty or misdescribed. For clarity, our Traffic models are sold as devices with Live Traffic capability — meaning the hardware and software can receive traffic data when the service is available. The device is not misdescribed if third-party services become unavailable, as we do not sell or guarantee the ongoing availability of the service itself.
•  Loss or degradation of Live Traffic/online services does not normally entitle you to a refund or replacement device, unless we have expressly agreed otherwise in writing or where required by UK consumer law.

The navigation functionality (maps, route calculation and guidance) of the device remains fully usable even if Live Traffic or online services are unavailable. Where feasible, we will make reasonable efforts to implement technical workarounds or updates when third-party providers change their systems, but we cannot guarantee that such workarounds will always be possible.

DISCLAIMER: C & M Navigation Systems reserves the right to refuse service where fraud, abuse, harassment or unreasonable behaviour is suspected. Any serious threats, abusive conduct or attempts at fraudulent claims may be reported to the Police or relevant authorities. Nothing in this policy removes or restricts your statutory rights under UK law.

C & M Navigation Systems
PO Box 31
Hemsworth
West Yorkshire
WF9 4YS

Last Updated: 24 June 2025