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Returns Issues
All returns to Elara Online require the completion of a RMA request form from your [account menu] or by filling out the RMA request form from your [account menu] and emailing it to us. You will be advised as to whether your return has been authorised or denied, and given further instructions on returning the product. In some cases the customer will be required to contact the manufacturer directly to authorise a return. Elara will advise customers in the event of such cases. RMA processing generally take between 1-4 business days depending on the manufacturer but can take longer for certain products.

Returning a product

  • 1. Log into your account and click on "my account" on the top right of the page to enter your account menu.
  • 2. Under Account Options click on "return a product".
  • 3. Select the order that contains the product you wish to return by clicking on "details/return".
  • 4. Select the product you wish to return by clicking on "return this product" beside the product description.
  • 5. Fill in the Returns form and click on submit.

Please note any items returned incorrectly as faulty or faulty due to user physical damage under dead on arrival or warranty terms will incur a €20 ex vat charge excluding all delivery cost. Please contact us on 01-6251320 if you are unsure if your item is faulty.
If a product is faulty on receipt (Dead on Arrival) they are generally replaced with a new unit rather than repaired. There are certain exceptions to this rule.
Products that develop a fault after use are generally repaired rather than replaced. Some manufacturers require that the end user contact them directly regarding faulty products and not the retailer. In such cases please contact Elara and we will be happy to supply you with the manufacturer's contact details. Please note that your statutory rights are not affected, if you are having problems contacting/dealing with the manufacturer, we will be happy to assist you. The quickest route is usually always for customers to contact the manufacturer directly. There are some items that require troubleshooting at the source; an example is a router with connected to an internet connection. Elara Online will not be able to do this for you.
Unwanted or unsuitable products may be cancelled and returned to Elara within 14 days, starting the day after receipt of goods, in line with the "Distance Selling Directive" as long as the goods are in a resalable condition and the packaging remains in an 'as new' state. Items should be tested without removing plastic protectors, unnecessarily opening accessories, installing permanent stands and any other action that will prevent the product from being resold as new. Doing so will incur a restocking fee or in some cases be rejected.

In such cases standard RMA procedures still apply. Goods must be returned at your own expense. Please note that this option is only available for home users, not business users.

Items that cannot be returned under the Cooling Off period include

  • Goods made to order or special order items
  • Audio/video recordings when unsealed/opened by the consumer
  • Computer software or warranties when unsealed/opened by the consumer (this includes turning on a computer or device that contains software)
  • GPS units that have been used (unit gets activated on satellite discovery)
  • Electronically sent software/licences/warranties
  • Items that would be unhygienic to be resold
  • If your goods were damaged in transit, we request that you report it to us within 48 hours. If goods are visibly damaged on receipt, please sign the delivery note accordingly. Once the damaged goods are received back into our warehouse, we will send out a replacement for the item.
    Incorrect product

    If you have received the incorrect product, we request that you report it to us within 48 hours. Please do not open the incorrect product.

    Missing items

    If you missing items in your delivery which are not backordered, we request that you report it to us within 48 hours.
    LCD displays are made up of a set number of pixels and each pixel is made from 3 sub pixels; one Red, one Blue and one Green. Every sub-pixel is addressed by its own transistor and so the manufacture of a glass substrate is very complex. Due to the nature of the manufacturing process, occasional defects can occur. Pixel defects or failures cannot be fixed or repaired and can happen at any stage in the LCD's life. To regulate the acceptability of defects and to protect the end user, ISO have created a standard for manufacturers to follow. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms & conditions of warranty. All reputable manufacturers conform to and support the ISO 13406-2 standard. The table below shows the allowable number of malfunctioning pixels that are acceptable, depending on the native resolution of the LCD and allowing for 2 malfunctioning pixels per million pixels.

    Native resolution No. of pixels No. of million pixels Acceptable defects 1024 x 768 786,432 0.8 2 1280 x 1024 1,310,720 1.3 3 1600 x 1200 1,920,200 1.9 4 2048 x 1536 3,145,728 3.1 6

    The table below shows the allowable number of malfunctioning sub-pixels that are acceptable, depending on the native resolution of the LCD and allowing for 5 malfunctioning sub-pixels per million pixels.

    Native resolution No. of pixels No. of million pixels Acceptable defects 1024 x768 786,432 0.8 4 1280 x 1024 1,310,720 1.3 7 1600 x 1200 1,920,200 1.9 10 2048 x 1536 3,145,728 3.1 16

    The table below shows the allowable number of malfunctioning sub-pixels that are acceptable within a 5 x 5 block of pixels, depending on the native resolution and allowing for 2 malfunctioning sub-pixels within a 5 x 5 block, per million pixels.

    Native resolution No. of pixels No. of million pixels Acceptable defects 1024 x 768 786,432 0.8 2 1280 x 1024 1,310,720 1.3 3 1600 x 1200 1,920,200 1.9 4 2048 x 1536 3,145,728 3.1 6