Shipping & Returns Policy

Grey Rock Innovations Ltd t/a Dronedesk

This policy outlines our shipping procedures and returns process for business customers. Please read this policy carefully before placing an order. By purchasing from us, you agree to the terms set out below.

1. Delivery Area

We deliver to UK mainland addresses only. Unfortunately, we are unable to deliver to:

• Northern Ireland
• Scottish Highlands and Islands
• Channel Islands
• Isle of Man
• BFPO addresses
• Any address outside the United Kingdom

2. Shipping Methods & Timeframes

Order Processing

Orders are typically processed within 1–2 business days. Orders placed after 2pm or on weekends and bank holidays will be processed on the next business day.

Delivery Timeframes

Delivery timeframes are estimates and not guaranteed. We shall not be liable for any delays caused by circumstances beyond our control, including but not limited to carrier delays, severe weather, or industrial action.

Delivery Hours

Deliveries are made between 8am and 6pm on business days (Monday to Friday, excluding bank holidays). Please ensure someone is available to receive the delivery at the specified address.

3. Shipping Costs

Shipping costs are calculated based on the weight, dimensions, and destination of your order. The exact shipping cost will be displayed at checkout before you complete your purchase.

All prices displayed on our website are exclusive of VAT (VAT Registration Number: GB352634014). VAT and shipping costs will be added at checkout.

4. Order Tracking

Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a link to track your delivery. If you do not receive this email within 3 business days of placing your order, please check your spam folder or contact us.

5. Failed Deliveries

If delivery cannot be completed because no one is available to receive the goods, or the address provided is incorrect or incomplete:

• The courier may leave a card with instructions for redelivery
• We may contact you to arrange an alternative delivery date
• Additional delivery charges may apply for redelivery attempts
• If goods are returned to us due to failed delivery, we will contact you to arrange redelivery at your cost

6. Inspection on Delivery

You must inspect all goods upon delivery. If the packaging appears damaged, please:

• Note the damage on the courier's delivery device or paperwork
• Take photographs of the damaged packaging before opening
• Inspect the contents and photograph any damage to the goods
• Report any damage or shortages to us in writing within 3 business days of delivery

Failure to report damage or shortages within this timeframe may affect your ability to claim.

7. Returns Policy

Defective or Damaged Goods

If you receive goods that are defective or damaged, please contact us within 3 business days of delivery. To process your return, we require:

• Your order number
• A description of the defect or damage
• Photographs showing the issue
• The original packaging (where possible)

Once we have reviewed your claim, we will provide you with a returns authorisation and instructions for returning the goods. We will arrange for collection or provide a prepaid shipping label for defective items.

Incorrect Goods

If you receive incorrect goods (not matching your order), please contact us within 3 business days of delivery. We will arrange for the correct goods to be sent and for the incorrect goods to be collected at no additional cost to you.

Change of Mind (Business Customers)

As a business customer, you do not have an automatic right to return goods simply because you have changed your mind. However, we may accept returns at our discretion, subject to the following conditions:

• You must contact us within 14 days of delivery to request a return
• Goods must be unused, in their original packaging, and in resaleable condition
• You are responsible for the cost of returning the goods to us
• A restocking fee of up to 20% of the order value may apply
• Custom-made, special order, or personalised items cannot be returned

Non-Refundable Items

The following items are non-refundable and cannot be returned under any circumstances except where the item is faulty or not as described:

• Software and software licences – including subscriptions, activation codes, and digital downloads
• Care packages and service plans – including extended warranties, maintenance packages, and support subscriptions
• Custom-made or personalised goods
• Goods manufactured or ordered specifically to your requirements
• Goods that have been used, installed, or altered
• Items with broken seals where the seal is necessary for hygiene or security
• Goods that have been damaged through misuse or neglect

8. Returns Process

To initiate a return:

1. Contact us at shop@dronedesk.com with your order number and reason for return
2. Wait for our returns authorisation—do not return goods without authorisation
3. Pack the goods securely in their original packaging where possible
4. Include a copy of your returns authorisation and order confirmation
5. Ship the goods to the address provided using a tracked delivery service
6. Retain proof of postage until your refund or replacement has been processed

9. Refunds

Once we have received and inspected the returned goods, we will notify you of the outcome of your return request.

Approved Refunds

• Refunds will be processed within 30 calendar days of approval
• Refunds will be made to the original payment method
• Original shipping costs are non-refundable unless the return is due to our error or defective goods
• For defective goods or our error, we will also refund reasonable return shipping costs

Replacements

Where you have requested a replacement rather than a refund, we will dispatch the replacement goods within 5 business days of approving your return, subject to stock availability.

10. Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. We will do our best to accommodate your request, but cannot guarantee cancellation once an order has been submitted for processing.

Orders for custom-made goods, special orders, or goods ordered specifically to meet your requirements cannot be cancelled once the order has been confirmed.

Software, software licences, care packages, and service plans cannot be cancelled once the order has been placed.

11. Contact Us

If you have any questions about shipping or returns, please contact us:

We aim to respond to all enquiries within 2 business days.

Version 1.0 – December 2025