Online and distance purchases
If you buy goods online or arrange delivery without visiting the shop, you will normally have 14 days from receiving the goods to tell us that you wish to cancel. After notifying us, you normally have a further 14 days to return the goods.
You may inspect the goods as you would in a shop. We may make a reasonable deduction if handling beyond that necessary reduces the value. Please remove accounts, passcodes, SIM cards and personal data before returning a device.
Return costs and refunds
You are normally responsible for the cost and safe return of a change-of-mind item unless we agree otherwise. We cover reasonable return costs where goods are faulty, misdescribed or incorrect. Use tracked and adequately insured postage.
Where a cancellation right applies, we refund the amount due—including standard outbound delivery where required—within 14 days of receiving the goods back or receiving evidence that they were sent, whichever is earlier. Refunds are made to the original payment method unless agreed otherwise.
Faulty or misdescribed goods
Your statutory rights are separate from the 14-day change-of-mind period. If goods are faulty, not as described or not fit for purpose, contact us promptly. Depending on the circumstances and the time since purchase, you may have rights to a repair, replacement, price reduction or refund.
In-store purchases
There is no automatic legal right to return an in-store purchase simply because you changed your mind. We may offer a goodwill exchange or credit at our discretion where an item is unused and complete. This does not affect your rights if the item is faulty or misdescribed.
Repair and other service cancellations
If you book a repair online, you can normally cancel within 14 days. If you ask us to begin work during that period, you may have to pay for work completed up to cancellation. Once the service has been fully performed following your express request and acknowledgement, the cancellation right may end.
Parts ordered specially with your approval and reasonable postage or diagnostic costs will be explained before they become payable.
What to include
- Your name, order or booking information and contact details.
- The device or product and reason for return.
- All supplied accessories where possible.
- Proof of purchase.
Do not post a swollen, damaged or unsafe lithium battery without speaking to us first.