I live outside the EC but the items are to be delivered to a country within the EC, do I pay VAT?
If you are outside of the EC but wish to have the goods delivered to a country within the EC you will be charged VAT unless you can provide a valid VAT number or exemption certificate for the delivery destination.

For further information see the HMRC website www.hmrc.gov.uk

My order hasn't arrived
Goods destined for UK and Eire customers are normally shipped within 7 days of receipt of order but please allow up to 28 days.
Customers outside UK/Eire please allow up to 28 days in case of delays caused by pre-payment issues or local postal and/or customs conditions in your country.
If your order has exceeded this timescale or you would like to confirm despatch of your order please contact us with your order reference and date of order on: +44 (0)1482 882121 or e-mail .

I have ordered the wrong item(s) and it has been delivered.
You may return any unopened item within 14 days of invoice. We will refund you once we have received and processed the item(s).

Before returning any item please contact us on +44 (0)1482 882121 or e-mail to arrange return.

You are responsible for returning goods to us and we recommend that you send all items back to us via some form of registered delivery so that we have to sign for it. This means that if your parcel is lost in the post then you will be able to claim from the carrier who posted your parcel for the goods that were lost. If you return your parcel via a form of delivery that is not guaranteed then Lucid Research will accept no responsibility if the parcel is lost or damaged.

Please enclose a COPY OF THE INVOICE and a covering letter explaining what the problem is and whether you would like a refund or a replacement. A copy of the e-mail confirmation is not sufficient and does not count as a proof of purchase. If you do not include all of the necessary paperwork then the refund or replacement of your goods maybe delayed or not be completed.

We will only refund postage if the return is a result of our error.

We cannot refund or exchange an opened item unless it is faulty, or if the item was sent to you through our error.

For purchases made by credit or debit cards, a refund can only be made to the purchasing card.

The wrong item(s) has been delivered.
As soon as you find out we've sent you an incorrect item, please contact us on +44 (0)1482 882121 or e-mail and we will arrange the return of the incorrect item and replace it with the item you ordered.

Returned items must be accompanied by a copy of the invoice and a covering letter. Lucid Research Ltd do not offer a sale or return policy. If you are unsure which software would best suit your needs we recommend that you request our fully interactive Demo Disk or download the demo programs from our website.

The item(s) was delivered damaged.
If you take delivery of a damaged item, you can return the item to us within 14 days of invoice for exchange. Please contact us on +44 (0)1482 882121 or e-mail to arrange this.

When returning please enclose a COPY OF THE INVOICE and a covering letter with the item.

You are responsible for returning goods to us and we recommend that you send all items back to us via some form of registered delivery so that we have to sign for it. This means that if your parcel is lost in the post then you will be able to claim from the carrier who posted your parcel for the goods that were lost. If you return your parcel via a form of delivery that is not guaranteed then Lucid Research will accept no responsibility if the parcel is lost or damaged.

I am not sure if I purchased my item(s) through Lucid or a distributor, how can I check?
If you are unsure whether you purchased an item(s) directly from Lucid or through one of our distributors, please check your original invoice (bill) to see from whom you purchased it. You will then need to contact that company. If you cannot locate your invoice then you can contact us at Lucid on +44 (0)1482 882121 or e-mail . Before contacting us, please ensure you have your current serial number to hand.