Returns & Exchanges
RETURNS & EXCHANGES
You may return your goods if they are faulty, you ordered the wrong items, or there are parts missing within 30 days of receiving the goods. Please note that this does not apply to goods that are made to consumer specification. All parts of the item (for non-faulty returns) will need to be in a resaleable condition including the item packaging, any accessories, instruction manuals and the item itself.
All returns need to include a cancellation \return form with the returns number, original order number, details of the reason for return and what action you want us to take such as refund or exchange. Please note we can only exchange like for like. If the item is more or less than the original order a new order will need to be placed.
Please note that any refunds will be issued without undue delay within 14 days of which we agree that you are due a refund.
RETURNS - NONE FAULTY
You can cancel your order for whatever reason up to 14 days after your delivery is received. If you do want to return your item(s) please contact us on our customer care helpline or email customer care for a returns number within the 14 days of receipt. Any items that are sent back to us without prior approval and a returns number will not be processed and will be returned to the customer. The customer is responsible for ensuring the order reaches us and the returns postage cost paid at their expense. We cannot accept liability if an item goes missing in transit when being returned. Please ensure when returning any items to us that the package is to be signed for and can be tracked in case it does go missing. Any items being returned should include ALL parts and accessories including instruction manuals, cables, batteries, and any other item sent with the product. We also require the goods to be in their original packaging and the original packaging undamaged and fit for resale.
Should any part of the goods supplied NOT be returned, we reserve the right to charge your credit/debit card for the value of replacement of the missing item(s). Please take care when packing the items to ensure they reach us undamaged. The customer is liable for the goods until they are received into our warehouse. Any item received back that was damaged in transit (including items and the original packaging) may be subject to a charge. We cannot sell returned items without the original packaging. This charge will be determined once the damage is assessed.
RETURNS - FAULTY
If your goods arrive and there appears to be a fault upon installation, please contact our customer care team within 30 days of receipt of delivery who will arrange a collection on your behalf at your earliest convenience. If a replacement is required urgently, it is advised that you re-purchase the item in question as the original goods need sending back to the manufacturer for confirmation of fault, with this process taking 10-14 days.
Once / If the fault is confirmed, we will issue you a full refund against the cost of the original item purchased.
Please note that any refunds will be issued without undue delay within 14 days of which we agree that you are due a refund
RETURNS - DAMAGED
If your goods arrive damaged and the damage is visible when receiving the order, please ensure the consignment is refused or signed for as damaged.
If your order is damaged upon arrival and not visible, please email firstname.lastname@example.org stating your order ID, photographic evidence of the damages and also a contact number so a member of the team can contact you within regards to the damages.
Depending on the nature of the damage, which will be discussed on first contact a new order may need to be placed and a collection for the damaged item will be raised pending further investigation within regards to a full refund.
RETURNS - CUSTOM/SPECIAL PRODUCTS
Special Items are any items which have been made to order, ordered in specifically if it is a none stock item or cut lengths of cable. All parts of the order including the original packaging, any accessories, free gifts, instruction manuals and the item itself needs to be returned, undamaged and in a resaleable condition.
Should you wish to return an item please contact us within 14 days of receiving your order. We then need to receive the goods back to our premises within 14 days of your initial contact to us. Any items that are deemed as “special” may incur a handling fee. The customer is responsible for the cost of returning the goods to us unless the return is due to a fault.
If you need to cancel your order, please download our cancellation \ return form.