In addition to your
cancellation rights, you can return certain products to us within 30 days if you find that they are not suitable. This does not apply to all our products, so please check product information carefully and read the list of returns exceptions below.
Returning products
Please call us on 0303 123 9999, within the 30 days of receipt of the order to obtain a returns number (RMA). This number should be included in or on the parcel together with your name and address, in whatever format you choose. This will ensure that we can identify the goods as coming from you. If you do not include the returns number or your personal details it will cause delays.
With all returned products, you must return the goods in their original state including original packaging within 7 days of receipt of the RMA number.
The goods are returned at your own risk and you are therefore strongly advised to get proof of postage.
You will be responsible for the cost of returning the product to us and taking reasonable care of the product whilst it is in your possession.
Returns exceptions
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Software cannot be returned unless faulty. Where available we urge you to try our free demonstration discs before you purchase. Please retain all software discs in a safe place for possible future use.
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We are unable to accept returns of imaging and recording products such as MP3 products, DAISY players, mobile phones and voice recorders where you have downloaded your own material and content, unless faulty.
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For hygiene and safety reasons, we are unable to accept an exchange or refund for certain products, such as eye drop dispensers and pill organisers, unless faulty. This is indicated in the full product description.
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Special 'made to order' products cannot be returned unless faulty. This includes specially ordered items that are not part of our standard range.
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Special orders which have been personalised, including computer packages, cannot be returned.
Faulty goods
We guarantee all our products are as described, free from faults and fit for purpose, for a minimum of 12 months. This starts when we dispatch the items to you.
Some items are guaranteed for longer, and this is indicated in the full description of the product.
Guarantee exceptions
Our guarantee does not apply to:
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batteries
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light bulbs
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faults due to fair wear and tear
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deliberate damage
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negligence
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abnormal working conditions
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where the product instructions are not followed, or where the products have been altered or repaired without our permission, or where you have given us incorrect or misleading information on their use.
Returning faulty products within the guarantee period
If you have bought products from one of our shops or partners, you must contact them in the first instance to return.
If you believe an item bought through the online shop to be faulty, please contact us to obtain a returns number (RMA) and return the goods to us. Please include your name and address in whatever format you choose. Once we receive the goods within the guarantee period, we will assess the fault and make a decision on the action to be taken. This may include repair, replacement, refund or return.
Returning faulty products outside the guarantee period
For enquiries about returning products outside of the guarantee period please call the Helpline on 0303 123 9999.
Postal damage
If you receive an item which you believe has been damaged in the post, please contact us on 0303 123 9999 to obtain a returns number (RMA). You should do this within 7 days of receipt of the product.
Send the parcel and its contents back to us for inspection. Please include the returns number in or on the parcel together with your name and address, in whatever format you choose.