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Returns Policy

Please note our returns policy has been updated to reflect the ‘The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013’ which replaces the ‘Distance Selling Regulations’ and came into effect 13th June 2014.

We very much hope you will be happy with your products, however we do understand items sometimes need to be returned. We have therefore tried to make our returns process as clear and easy as possible. If for any reason you are dissatisfied with your product you must let us know within 7 days after delivery.

Our returns policy is in accordance with the ‘Sales of Goods Act’ and ‘The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013’ and forms part of our Terms and Conditions of Sale. If you have any specific queries regarding our returns policy please email [email protected]

Unwanted Goods, As New
The item is in brand new condition, in its original packaging, unused.
Unwanted Goods, Opened
The item is working but either is opened, used, marked or something is missing. Unused.
Faulty Goods*
The item is tested as faulty.
14 Days OR Less
The item being returned is within 14 days of delivery
A full product refund OR an exchange of equal value is guaranteed for returns unopened, as new. You are entitled to a refund less any reduction in value due to excessive handling. You can return the item for EITHER a replacement, a credit towards an alternative or a full refund.
30 Days OR Less
The item being returned is within 30 days of delivery
A full product refund OR an exchange of equal value is guaranteed for returns unopened, as new. We are unable to offer any reimbursement. You can return the item for EITHER a replacement, a credit towards an alternative or a full refund.
31 Days to 6 Months
The item being return is within 30 days to 6 months of delivery
We are unable to offer any reimbursement. We are unable to offer any reimbursement. You are entitled to a repair or replacement of similar age and condition of the faulty item.
6 Months+
The item is older than 6 months from delivery
We are unable to offer any reimbursement. We are unable to offer any reimbursement. We are unable to replace items of this age; however the item may be covered by a manufacturer warranty. Please see the warranty section for clear indication of the procedure from here.

The following applies to all returns:

  1. All goods returned remain your responsibility during transit and until signed for by ourselves or an appointed agent. We would recommend using a signed for courier service. We have found Parcel2Go to be a well priced and efficient way of doing this, but it remains your decision who you use to return the goods. We also recommend getting adequate insurance to cover the cost of the item/s with the delivery company you use. Insurance is at your discretion.
  2. Goods must be returned complete (including all packaging, cables, manuals, promotional gifts/items, for that product).
  3. Products physically damaged (Cracked components, dents, scratches, defacement, wear and tear or wilful damage) will not be accepted.
  4. All returned goods must be authorised with a returns number. Please contact us by email or telephone 01872672673 to obtain a returns reference number.
    • Goods may be rejected without a valid returns number clearly marked on the packaging.
  5. All goods must be received within 14 working days of the returns number being issued.
  6. Except in the case of inherently faulty goods (i.e. faults present at the time of sale); or goods faulty within the first 7 days; return shipping is to be paid by the customer.
    • Customers electing to return items via premium, timed or courier services do so at their own discretion and we are unfortunately unable to refund these costs.
  7. To be classed as Dead on arrival (DoA), we must be notified that the product is faulty within the first 48 hours after delivery.

Unwanted Goods – As New

If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request your returns number within 30 days of receipt. The goods must be in fully resalable condition when returned.

What do you mean by ‘As New’?

  • the goods have not been used
  • the goods are unmarked
  • the goods are in fully resalable condition

What will I get refunded?

  • the original full value of the goods returned

Will I get any delivery costs refunded?

  • we will refund the original delivery costs to a maximum value of the lowest cost standard delivery for the items you purchased
  • premium delivery costs will not be refunded
  • he cost of returning unwanted goods is your responsibility.

Unwanted Goods – Opened

If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request your returns number within 14 days of receipt.

You are liable for any diminished value of the goods resulting from handling, if in particular it goes beyond the sort of handling that might reasonably be allowed in a shop.

What type of ‘handling’ will affect the refund value?

  • damaging the packaging
  • using the goods
  • breaking manufacturers security seals
  • marking or damaging the goods

Will I get any delivery costs refunded?

  • we will refund the original delivery costs to a maximum value of the lowest cost standard delivery for the items you purchased
  • premium delivery costs will not be refunded
  • the cost of returning unwanted goods is your responsibility.

Goods Faulty – within first 30 days

If unfortunately your goods are delivered faulty or develop a fault in the first 7 days after delivery please contact us straight away to raise an returns request giving us a description of the fault.

If the goods are tested faulty

  • You can either have a replacement, a credit towards another product or a full refund

If the goods are tested not faulty

  • You are responsible for any delivery or collection charges incurred

Goods Faulty – after 30 days and within 6 months

If this unfortunately should happen and your goods develop a fault after 30 days of dispatch please contact us straight away to discuss the options. The goods will need to be returned to us and thoroughly tested, please note this can take some time depending on time of year and current workload.

If the goods are tested faulty

  • You are untitled to a replacement unit of similar age and condition.
    PLEASE NOTE : This means the replacement might not be a brand new unit

If the items are tested not faulty

  • You are responsible for any return delivery charges incurred

Goods Faulty – after 6 months and within warranty period*

If your item should develop a fault which is covered by the warranty within the warranty period, you are entitled to a warranty repair. Except for goods with inherent faults, we are unable to replace items of this age.

  • Please contact the manufacturer for more information on their warranty and replacement services

* None of the above conditions affect your statutory rights when goods are faulty due to inherent faults (i.e. faults present at the time of sale).


International Deliveries

Except for goods Dead on Arrival (See Dead on Arrival definition), all costs with regard to returning and replacing units will be the responsibility of the purchaser.


To raise a return request please see the returns contact us as soon as possible and within the relevant timescales specified above.
If you have any specific queries or comments regarding our returns policy please email [email protected]
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