Refund and Returns Policy

SCENAR Excel Online Training

Training Days
When we make a training day available to book onto, it is our full and firm intention to run that training day, and we do everything we can to make it happen. It’s our hope that, by booking onto our training, you too will do all you can to attend.
This cancellation policy covers what happens if either of us doesn’t fulfill what we set out to do – either if we don’t run an event, or you can’t attend.

We don’t publicise events on a ‘provisional’ basis – if we say it’s going to happen, then unless something uncontrollable occurs, it will happen. For example, we will only consider cancelling because of very low numbers of 4 or less. The reasons we would cancel an event are: if the venue suddenly becomes unavailable (for example, it’s become flooded or suffered a fire, or the hirers break their contract with us); if the speaker becomes severely ill so that she cannot speak (for example, laryngitis, or sickness too debilitating to be able to stand up and talk); or if there is such severe weather that it is either impossible for us or the majority of delegates to attend, or a government-related agency has advised against travel. There may be other things as well, such as terrorist acts or war or mass infectious outbreaks, but we’re focusing on the things that are more of a realistic risk.
If we have to cancel in any of these or similar circumstances, and they really are events beyond our control (what are sometimes referred to as ‘acts of God’ or ‘force majeure’) then the following provisions will apply:

•    If practicable we will rearrange the event for another date in the same location and transfer your booking to that event
•    If you are unable to make that rearranged date in the same town/area we will offer a transfer to any other event date that we’re running or if requested a full refund.
•    If we do not rearrange the event for another date in the same town/location, we will credit what you have paid against another of our upcoming live training’s, or against our online training or offer a refund if required.

Please only book to attend a training course if, at that time, you are sure you can attend. We often sell out and it’s disappointing if someone else could have had the space.
However, we do appreciate that there are lots of understandable, uncontrollable things that happen in life to prevent you from coming, for example sickness or bereavement or your car breaking down en route. If you have such a reason for cancelling at short notice, let us know what happened and we’ll consider it on a case-by-case basis. We don’t guarantee to offer you anything, but more often than not we will allow you to transfer to another of our training days.
If you want to cancel for other reasons, unlike many organisations that don’t offer refunds at all, we do – albeit on a sliding scale basis. We don’t offer a full refund because it’s cost us time and money to process your booking and prepare the event, but our refunds are:

•    If you cancel more than 4 weeks before the event, we’ll give you a 80% refund.
•    If it’s 15 days or more until the event, we’ll give you a 50% refund.
•    If it’s 72 hours or more until the event, we’ll give you a 25% refund.
•    If it’s within 72 hours of the event, we won’t issue a refund at all. Instead, at our discretion, we may offer a transfer to another of our days dependent on your circumstances.

As with all contracts, it’s a two-way thing. We’ll do everything in our power to deliver on our side of the deal and simply ask that you do too. That seems to us to be fair on both sides.

Method of refund
Whether your payment has been made by card payment, cash or cheque, your refund will only be made by BACS. When Paypal has been used the refund will be made via Paypal as long as it is within Paypal’s own cancellation policy of 60 days. If it is beyond that, the refund will be given via BACS to a UK based bank account and the delegate is responsible for providing us with the correct information to facilitate this. Refunds can no longer be supplied by cheque.

Equipment and accessory Orders
Equipment purchased to undertake the training courseSCENAR devices purchased for the training course are not refundable as they are purchased direct from our supplier in Russia and not held in stock. The exception to this is ONLY with the DEVICES, Sport D, Super Pro, LF Master and Pro Plus devices where a restocking fee will be applied to any refund required for a valid reason like cancelled order. The restocking fee varies per device so please view the information on the individual product pages. Thank you.

PLEASE NOTE: The product images within our SHOP are for refrence only as RITM are constantly changing the printed labels on the device cases. Most devices now do not show the product name but just say SCENAR. This does not effect the function or specification of the advertised product. Purely a cosmetic label.

Equipment purchased as accessories on the training days
Your right to cancel or return your accessory order starts the moment you place your order and ends 14 days from the day you receive the items i.e. the day of training. If your order consists of multiple items and some require posting to you, the 14 days runs from when you get the last batch. This 14 day period is the time you have to decide whether to cancel. You then have a further 7 days to actually send the items back. There will be a restocking fee of 20% of the order value.
Although a SCENAR device is advertised as coming with free wires, patches and gloves (disposables), these have a value of £20.00 and this will be deducted from any refund if a refund is applicable.

SCENAR Excel will refund you within 14 days of either us receiving the returned goods. All items must be returned in pristine condition. A deduction can be made if the value of the items has been reduced as a result of damage or you handling the items more than was necessary. The extent to which a customer can handle items is the same as it would be if you were assessing them in a shop. SCENAR Excel will not refund the basic delivery cost of getting the goods to you in the first place. Please remember that all SCENAR Professional devices are special order only and non-refundable.

If you receive items that are damaged or don’t match the description given, you have the same consumer rights under the Consumer Rights Act (October 2015) as you have when buying in store. Please contact us with details and evidence of any damage/fault and we will initial the repair service under the manufacturer’s warranty. Any applicable refund does not include the cost of any disposables like patches, leads, gloves etc.

Manufacturers Equipment Warranty
All SCENAR devices come with a 2 year warranty from the date of purchase. Should an issue occur please email or call us in the first instance regarding the full details of the fault. This fault can then be raised with the manufacturers prior to sending back to Russia for free repair under the warranty terms. Please post the items back to use Royal Mail Special delivery with insurance enough to cover the full value. We will not be held responsible for goods lost in transit when returning to us for any reason.

This is a sample page.


Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • SCENAR Devices are subject to a restocking fee should the order be cancelled or returned for any reason.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery (at our discretion).


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and we will advise you where to send the item.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should contact us in the first instance forthe return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us for questions related to refunds and returns.