NOTE: This is an excerpt from our main terms and conditions of sale. If you need to return a product to us for any of the below reasons you must first complete the Customer Returns & Refunds Form (follow link to form).
Talk to our experts first! – we may be able to work with you to resolve the issue. You are within your right to cancel an order placed with us, up to 7 days from the date your order is delivered. After which we reserve the right to levy a re-stocking charge of 20% of the value of the items returned.
If you cancel your order before goods are shipped, then we will refund the delivery cost along with the cost of goods.
If the goods have already been shipped (ie the items have been delivered and the shipping contract fulfilled or partially fulfilled, the goods are in transit) then you will not receive a refund of delivery charges or any eBay fees.
If you decide to return goods after they have been delivered; it is your responsibility to arrange this return at your own cost, we can help coordinate this procedure on request. For large palletised deliveries please be aware that the costs to send them back will be considerably higher than you are charged for delivery. We suggest that you take out carrier insurance because if the goods do not arrive back in re-saleable condition no refund will be made. It is your responsibility to ensure that returned goods reach us in good condition complete with all packaging (please do not write the return address directly on product boxes).
Refunds will only be issued when goods have been returned and checked by our returns department.
As outlined in the below Checking Goods section you have 48hrs from the date of delivery to check that the items you have received are correct and in good condition.
If you find that the items you have received are incorrect or that there are items missing from the delivery please call or email email@example.com immediately and we will investigate the problem. If it is found that products are incorrect or missing the situation will be rectified as quickly as possible with no additional charges incurred by you.
Following delivery of the goods it is your responsibility to thoroughly inspect all your items as soon as possible and no later than 48hrs after delivery. If the product is discovered to be faulty/ damaged after this time then we will charge you for the replacement item plus P&P.
Where possible you may need to provide photographic proof of the damage/fault and this will help us to assess the best course of action. Faulty items will be assessed on a case by case basis we will notify you as soon as practicably possible of the result. We aim to work through this with you.
If we deem the product to be faulty we will replace it only once the faulty item has been returned. If a replacement item is required before the faulty product can be returned we would need to charge a small deposit which would be refunded on safe receipt of the faulty item.