Returns & refunds
You have 14 days to return an item. Who pays the return postage depends on why it is coming back — the two cases below say which is which, with no small print.
Tell us what is wrong and we send you a prepaid return label — you are never out of pocket for our mistake or a faulty unit. Once it is back with us you choose a replacement or a full refund, including the original delivery cost.
You have 14 days to send it back. Return postage is yours to arrange and pay for, and we recommend a tracked service — until it reaches us it is still your parcel. We refund or exchange as soon as it arrives and has been checked.
How to return something
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Tell usWithin 14 days
Email or call with your order number and the reason. That is what starts the 14-day window.
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Send it backWithin 14 days of telling us
Faulty items travel on our prepaid label. For a change of mind or an exchange, use a tracked service of your choice.
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Refund or replacementWithin 14 days of arrival
Refunds go back to the original payment method. Replacements are dispatched as soon as the return has been checked.
At a glance
| Return window | 14 days from delivery |
|---|---|
| Faulty or damaged — return postage | We pay, prepaid label supplied |
| Change of mind or exchange — return postage | Paid by you |
| Condition required | Complete, undamaged, with all accessories |
| Refund method | Original payment method |
What condition the item needs to be in
You are welcome to unpack a unit and check it — you could do the same in a shop. What we ask is that it comes back complete and undamaged, with the cables, brackets and manual, so the next customer gets what they paid for.
If value has been lost because the item was used beyond checking it over, we may reduce the refund accordingly. That does not apply to a faulty unit.
Returns questions
How do I start a return?
Email us with your order number and what is wrong, or call during office hours. You do not need a form or an account — a message is enough, and it is what puts you inside the 14-day window.
Do I get the original delivery cost back?
For a faulty or incorrect item, yes. For a change of mind, we refund the price of the goods; delivery to you was free, so there is nothing to return there, and the postage back to us is yours.
Can I exchange for a different capacity?
Yes. Tell us which unit you want instead and send the original back within the window — return postage on an exchange is paid by you. We dispatch the replacement once the original arrives and has been checked, and settle any price difference either way.
The unit developed a fault after a few months.
That is a warranty case rather than a return. Contact us with the order number and a description; we handle it with the manufacturer and tell you what happens next. Your statutory rights apply regardless of the manufacturer's terms.
How long does a refund take to show up?
We process it within 14 days of the item reaching us, usually sooner. After that it depends on your bank or card issuer — typically another two to five working days before it appears on your statement.
Nothing in this policy affects your statutory rights, including your rights in respect of faulty goods.