Returns

In the unlikely event your product develops a fault or you wish to return your unit for a refund, we have a simple process to do this.

Simply log an RMA within our system using the 'Generate Return Request' button below.  Once we have received your request this will normally be processed with 24hrs (Mon-Fri, excluding Bank Holidays).

Depending on the reason for your return will dictate responsibility for postage method and costs, however, please see our full T&C's below for more information. 


 



Full Terms & Conditions

Returns/cancellations and after sales policy

If for whatever reason you change your mind and would like to return your order after delivery, we’re happy to refund or exchange your purchase as long as it’s unopened and in its original packaging. This option is available for 14 days after delivery.

Following the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you return your goods within 7 working days* from the day after delivery. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with it. The product must not have been used or installed or have had any data inputted. Whilst the goods are in your possession you must take reasonable care of them and not use them.

* Working days means all days other than Saturday, Sunday and public holidays. You need to return the goods to store, or have contacted us within the 7 working day period.

There are three ways to refund/cancel your purchase:

  • You can return the product in person to our store with your receipt, bringing the card you paid with so we can credit it
  • By using our self-service "Returns Button" to request an RMA.
  • By phoning us on 01327 301006 with your order reference number and delivery details to arrange an RMA

If you are returning your goods via courier/postal service, it is your responsibility to pay for any return shipping charges. Goods must be received in as-new and resalable condition (this includes packaging). Any damage caused in transit will be your responsibility and may affect the viability of your return. We will contact you if there is a problem with the goods received.

We will then give you a full refund for the cost of the product plus the delivery charge paid. However, we do have the right to retain any charge paid for services which have already begun or been completed. Refunds can take up to 10 working days to be credited to your payment method.

We cannot refund/cancel your purchase:

  • If you return your product to our store without proof of purchase or suitable identification so we may locate your purchase on our system
  • The item is not in “as new” unused condition complete with all original undamaged packaging, accessories and any free gifts you may have received.
  • There is a contract for services with the product and you have started using the services
  • The seal has been broken on any consumable product / any consumable product has been partially used.
  • The goods were a special order to your specification

We may offer you a partial refund if the above conditions are not met. However, this will be at our sole discretion.

Faulty goods

It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible.

You always have the option of an exchange or refund if the fault occurs within 14 days of delivery. Should a fault occur within 14 days of delivery we will cover the cost of collecting and replacing/refunding the faulty product. For a refund or exchange, the product must be in otherwise ''as new'' condition, complete with any accessories and free gifts offered and where applicable, with the original box and packaging.

If the fault occurs after 14 days of delivery, but within the guarantee period, we will offer you a prompt repair service*. It is your responsibility to cover the cost of returning the product to us.  Once the repair has been completed, we will cover the cost of returning it to you. In all cases we reserve the right to inspect the product to verify the fault.

You can either return the product to our store, use our self-service "Returns" page, or phone After Sales on 01327 301006 to arrange an RMA. After Sales is open from 9am to 5pm, Monday to Friday, and from 9am to 1pm on Saturdays. Replacement goods are sent by standard delivery. If a fault occurs while you are abroad, please contact us to discuss how we can assist.

We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

Items sold on this website are generally intended for normal domestic and consumer use and not for resale or commercial use.

*Often repairs will be carried out by the manufacturers’ own service teams with whom we have arrangements in place to ensure your product is repaired by skilled and qualified engineers.

For all returns and after sales service, get in touch on 01327 301006, via our "Contact" page, or use our self-service "Returns" page.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CONSUMER DIRECT.

RAISE PRODUCT RETURN REQUEST (RMA)

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