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Refunds & Returns
We're committed to selling high-quality products we hope you'll enjoy using but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought. Please make sure that you check your items carefully before they are used or installed. We also recommend that you keep your receipt and order number, which can be found on your order confirmation or on the delivery packaging, as you might need it as proof of purchase in the event of any after-sales queries
If you think your product is faulty...
Please contact us as soon as possible so we can figure out what the fault might be and if we can easily fix it over the phone (95% of reported faults are from wrongly installed/improperly used equipment)
If we find the product to be faulty please return it to the address we give you with the returns number provided. If you have had your product for less than 30 days we will replace with a new like for like product, failing this we will refund you. If you've had the product for up to 1 year, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund. This does not affect your statutory rights.
Any unwanted products can be returned within 28 days of delivery.
If you have ordered by telephone or internet, under the Distance Selling Regulations, you have a statutory right to cancel your order and receive a full refund for any home delivery item (excluding those ordered in-store). This does not apply to items personalised or made to your specification; audio/video recordings or software that you have unsealed; items that due to their nature cannot be returned; perishable goods (e.g. food, flowers and periodicals/magazines).
To arrange a return...
Please contact our customer service team on 0191 487 1292 or email firstname.lastname@example.org. Please ensure that you provide your order number.
Our customer service team will provide you with a returns number and a returns form which must be completed. You can download our returns form from the bottom of this page.
Items should be returned unused, in a saleable condition, with their original packaging and with all component parts and any promotional items received. You should also include your invoice and returns form.
If we are informed within 7 days of delivery you are entitled to a refund of the price of the product. Once you have informed us of your decision to return goods, you have 7 days to do so at your own expense. If we find that the product has not been returned to us in fully re-saleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. If we are informed after 7 days of delivery you will be charged a 20% restocking fee. Once you have informed us of your decision to return goods, you have 28 days from delivery to do so at your own expense. You cannot return unwanted items after 28 days of delivery.
If these criteria are not met we will return the item to you. If it is returned in A1 - new condition there will not be a problem with a refund. All monies paid are refunded via the payment method you have used. The buyer is responsible for all return shipping costs (we recommend using a courier or recorded delivery as you will need proof of posting if we do not receive the item back in the post).
If you have an Internet order query, please Email Customer services or call us on 0191 487 1292. (For security and training purposes, telephone calls may be recorded or monitored). These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future. None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforce ability of the remainder.