The FAQs below cover common returns scenarios, reporting timeframes, and the steps needed to request authorisation before returning any goods.
Before you start
- Have your order number and delivery details available.
- Keep original packaging, accessories and documentation where possible.
- Request returns authorisation (RMA) before sending items back.
Frequently asked questions
What if I haven’t received my items?
If you have not received your items, please contact us within 14 days of the estimated delivery date provided. We will investigate with the carrier and our internal team.
Proof of delivery may be available for signed deliveries.
Can I return a defective product using my own courier?
If you return a defective product using your own delivery method, we may reimburse carriage costs up to £4.50 (ex VAT), once suitable proof of cost is provided.
My item was damaged in transit — what should I do?
Please report transit damage within 7 working days of delivery. For business customers, the reporting timeframe may be 78 clock hours.
- Where possible, note visible damage when signing for delivery.
- Keep packaging and contents for inspection.
- We may arrange replacement or refund once returned goods are received and assessed.
The item is faulty on arrival — what’s the timeframe?
If an item is faulty on arrival, notify us within 28 calendar days. For business customers, the reporting timeframe may be 14 calendar days.
- Return items with original packaging, accessories and documentation.
- Once verified, we can arrange replacement or refund to the original payment method.
- If found not faulty, the item may be returned and carriage costs may be chargeable.
What if the item becomes faulty later (within warranty)?
If a fault develops after the initial acceptance window and the item is still within the warranty period, warranty repair procedures may apply. In many cases, manufacturer direct support can be the quickest route.
Do open-box or ex-display items have a different warranty?
Open-box or ex-display items may be supplied with a 90-day warranty. Claims outside this period may not be accepted.
Can I return an item if I’ve changed my mind?
If you want to return an item because you’ve changed your mind, notify us within 7 working days of receipt and return the goods unused and in “as new” condition.
- After notifying us, you typically have up to 28 calendar days to return goods.
- Return carriage is at the customer’s expense.
- Change-of-mind returns may be subject to limitations and may not apply to business customers.
How do I request a returns authorisation (RMA)?
Request an RMA before returning items. If
