To ensure a smooth and efficient returns process, it's important to obtain a Return Merchandise Authorization (RMA) form before sending any items back to us. You can request an RMA by either contacting our support team or using our Returns Page.

How long does it take to process my return?

Once we receive your returned item, our team will inspect and process your return. Typically, this process takes:

• Standard Processing: 2-3 working days
• During Busy Periods (e.g., Holidays): Up to 14 working days, if longer we will usualy contact you to explain why.

We strive to process all returns as quickly as possible and appreciate your patience during peak times.

How can I confirm that my return has been received?

If you're unsure whether we've received your return, please follow these steps:

1. Check Your Tracking Number:

   • Use the tracking number provided when you shipped your return to verify its delivery status.
   • Ensure that the tracking status shows as "Delivered."

2. Contact Our Support Team:

   • If your tracking information indicates delivery, but you haven't received a confirmation from us, please reach out to our support team.
   • Provide the following details in your message:
     
     • Order Number
     • RMA (Return Merchandise Authorization) Number
     • Tracking Number

This information will help us quickly locate and update you on the status of your return.

What happens if I return an item due to a change of mind?

If you are returning an item due to a change of mind, please note the following:

• Processing: Returns are handled in accordance with our Return Terms and Conditions.
• Refund Eligibility: A refund will be issued if the return meets our conditions.
• Possible Deductions:
  
  • If the returned product is not in its original, resalable condition, we may deduct a portion of the refund to cover restoration costs.
• Non-Returnable Cases:
  
  • If restoring the product to a new condition isn't feasible, we will contact you to discuss alternative solutions.

How are faulty item returns handled?

For returns due to product faults, please consider the following:

• Processing Time: Faulty returns may take longer, typically up to 7 working days, depending on the nature of the fault.

• Fault Confirmation: Once we verify the fault, you can choose between:

  • Replacement: We will arrange for a replacement item.
    
    • Important Note: In some situations, if the replacement item is discontinued or would take an unreasonable amount of time to replace, we may discuss alternative options such as different items or a refund based on the original order value, not the current replacement price.
  • Refund: A refund will be issued based on how long you've had the item, as outlined in our Return Terms and Conditions.

• Replacement Parts: If a replacement part is required and not immediately available, the processing time may extend. We will inform you of the estimated time required.

• Refund Conditions:

  • Refunds for faulty items are only possible if the return is received within our specified refund period (Return Terms).
  • After this period, we are obligated to repair the item within a reasonable timeframe as per the Consumer Rights Act.
    

For faulty returns, please first raise a support request or create a request on our Community Forum. Many issues can be resolved remotely in collaboration with the manufacturer, which is often faster and more convenient for everyone involved. Please note that since we are a reseller for many of the brands we offer, the ultimate decision for warranty replacements rests with the manufacturer. 

When Will I Receive My Refund?

What are my rights regarding returns?

• Return Terms and Conditions: For comprehensive details on our return policies, please visit our Returns Policy page.
• Consumer Rights: Our return processes comply with the Consumer Rights Act, ensuring your protections are upheld.