Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 72 hrs of receipt (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, please sign the carriers delivery note accordingly. Items should be returned with their original packaging complete with all accessories and documentation. We will issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
Items Faulty on Arrival
If your items are faulty on arrival, you have 14 calendar days in which to inform us of the fault (please note that for our business customers, this is 7 calendar days). Items should be returned with their original packaging complete with all accessories and documentation. We will issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it is more than 14 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 14 days of receipt are referred directly to the manufacturer (unless otherwise stated)
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, except in the case of special orders and software, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 days of receipt. The item must not be used and must be as new when returned to us. Once you have informed us that you wish to return goods under the DSR, you have 14 calendar days to do so, at your own expense. We will issue a full refund for the product to your original payment method after the goods have been received. Please note that this policy does not apply to business customers. ( The Distance Selling Regulations do not apply to @work customers or our Business customers).
Need to return an item?
You can request a return by way of e-mail: firstname.lastname@example.org
Returns Frequently Asked Questions (FAQ)
Q. I have requested an RMA number but have been told that I should contact the Manufacturer. Why do I need to do this?
A. In certain cases, manufacturers provide support direct to end users. They do this for many reasons, the main one is that they would like to ensure that their customers receive the best possible support on their products. If we refer you to a manufacturer your RMA will invariably be dealt with a lot quicker.
Q. What is the best way for me to return my items to you?
A. Returns should be sent using a delivery method that requires a signature on delivery. The majority of items are returned to us using Royal Mail Signed For Delivery.
Valuable items should be sent via an insured delivery method such as Royal Mail Special Delivery. Items damaged or lost through any delivery services that are not insured will not be refunded. You are responsible for any item being returned to us and will bear any loss.
If the item being returned is User damaged in any way, this will affect the refund being offered and may result in rejection and/or a charge being levied to cover any loss.
Q. I sent my item back to you without a Returns number on the outside of the package as you requested, will this cause a problem processing my return?
A. If there is no Returns Merchandise Authorisation number ("RMA") on the outside of the package this cause delays in processing your return (it could also be rejected). To avoid this delay, we recommend that if you wish to return goods you first obtain an RMA number. In addition to this policy you should also refer to our general Terms and Conditions of Sale.
Q. I have received an incorrect item, what should I do?
A. You should raise an RMA using the email to: email@example.com and return the item to us using a traceable and insured delivery agent (e.g. Royal Mail Signed For or Special Delivery ) Please enclose a proof of postage receipt and we will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly.