Returns & Refunds

Short version

• 14 days from delivery to tell us you want to send something back.
• Message us with your order number, and wait for our reply.
• Changed your mind: you pay the return postage. There is no restocking fee.
• Damaged, faulty, or the wrong item: we cover it, and it costs you nothing.
• Refunds go back to the card or account you paid with. We cannot send them anywhere else.

The 14 days

• The clock starts the day the parcel is delivered, not the day you ordered. We use the delivery date on the carrier’s tracking.
• If that date looks wrong, tell us and we will go with the later one.
• What has to happen inside 14 days is the message, not the return journey. Once you have told us within the window, the return stands even if the post is slow.
• Once we have sent you the return address, post the item within 14 days of that email.

Condition

• Used is fine. Testing what you bought is the point of the 14 days.
• Everything that came in the box goes back with it: the item, the cables, the accessories, the paperwork, and the box itself.
• It still works, and has no physical damage that was not there when it arrived. Cracked glass, crushed casing, water damage: we cannot refund those as a change of mind.
• Pack it so it survives the trip. The original box inside a padded envelope is enough.
• Remove any personal files from anything that stores them. We do not send storage back out again, so treat anything left on it as gone.

Starting a return

Send us a message. Support is email only. There is no phone line and no shop counter, and the email is read by the same people who would answer the phone.

• Your order number, from your confirmation email.
• Which item you are sending back, and which option you chose if it came in more than one.
• Whether you want a refund or a replacement.
• A photo, if it arrived damaged, faulty, or wrong.
• We reply within 24 hours on working days with the return address and what to write on the parcel.

Return postage

• Changed your mind: you pay to post it back. We do not add a restocking fee, we do not deduct anything for the free outbound shipping, and we do not put a floor on the order value.
• Faulty or wrong: we pay. Either we send you a label, or you post it and we refund what it cost you, receipt included with your claim.
• Damaged on arrival: nothing needs to come back at all, so there is no postage to pay.
• Use a tracked service either way and keep the receipt. If an untracked parcel goes missing on the way back, there is nothing either of us can prove.

Your refund

• We issue it within two working days of the returned parcel arriving with us, and email you when it is done.
• For damaged or wrong items we do not wait for anything to come back. The refund or replacement goes out once we have seen your photo.
• The money goes back to the original payment method: the same card, the same PayPal account, the same wallet. That is a limitation of how payments work, not a policy we chose, so we cannot pay a different card, send a bank transfer, or split it.
• How quickly it then shows up on your statement is your bank’s decision, not ours. Five to ten working days is normal, and we cannot speed it up.
• If it has not appeared, message us and we will send you the refund reference to give your bank.
• You are refunded what you actually paid, discount codes included. Shipping was free, so there is nothing there to add back.

Damaged on arrival

• Send us a photo of the item and a photo of the box it came in.
• We send a replacement straight away. You do not need to post the damaged one back, so keep it, use it for parts, or bin it.
• If you would rather have your money back than a replacement, say so in the same message and we will refund you instead. Tell us within 14 days of delivery.

Faulty items

• If it stops working inside the 14 days, you get a replacement or a refund, and we cover the postage.
• Say what it actually does when it fails: will not charge, no light, no response, an accessory not recognised. Some of these turn out to be a setting or one bad accessory and get sorted in a single email, which leaves you with something that works instead of an empty box.
• After 14 days we cannot promise a replacement. Message us anyway with what happened — we would rather know, and we will tell you honestly what we can do.
• None of this replaces the rights you have under the consumer law where you live.

Wrong item

• Send a photo of what arrived and of the shipping label. The correct item goes out at our cost.
• If we need the wrong one back, we pay the postage. Often we will tell you to keep it, because posting it round the world costs more than it is worth.

Bundles

• Bundle prices apply to the bundle as a whole.
• If you keep part of a bundle, the refund is the difference between what you paid and the normal price of what you keep.
• Send the whole bundle back and you are refunded the whole amount you paid for it.
• The same arithmetic applies to any add-on bought as part of a bundle.

Cancelling

• Orders leave the warehouse within 48 hours. If yours has not gone yet we can cancel it and refund you in full, or change the options you picked, or the delivery address.
• Message us as soon as you know, because after dispatch none of that is possible.
• Once it has shipped it becomes a normal return, and the 14 days start when it lands on your doorstep.

Parcel never arrived

• Delivery usually takes 7–12 days after dispatch, and you get a tracking link by email when it ships.
• If it is past day 12 and tracking has not moved, or it says delivered and nothing arrived, message us.
• That is not a return, it is a lost parcel, and it is ours to sort out. You get a replacement or a refund, and you pay nothing.

Anything else

Ask us. A reply comes within 24 hours on working days.