RETURNING YOUR ITEM(s)
We understand that after purchasing an item from us there may be an occassion when you may wish to return it. We have tried to make the returns process as straight forward and as simple as possible.
In order for you to be able to return your item you will need to have your email invoice to hand. At the top right hand side of the email invoice please click the button marked "
You will then be redirected to a login page where it will ask you to sign in using your details (registered customers only). If you are not a registered customer then you will be required to register an account at this point in order to proceed. After registering an account please click the link "
After signing in you will now be presented with your order and the returns options. Please place a tick next to the item you wish to return and then select the options that best suit the reasons for returning the item.
At this stage you are able to add any comments and submit the return request.
How the returns process works
By completing the process above you are starting the returns process and notifying us that you wish to return an item. Once we have been notified we will:
1. Contact you via email with an authorisation code and organise getting the item returned to us. International customers purchasing from outside the UK and Ireland must pay the return carriage costs.
2. Inspect the returned goods and if satisfactory we will process a full refund. Refunds are normally processed within 14 working days on safe receipt of the item using the same method of payment as the original purchase. Please note that depending on your bank, refunds can take between 2-3 working days to be received in your account after we have issued the refund.
When returning your item to us, please ensure that is accompanied by a copy of the emailed invoice and has been securely packed.
View the full returns policy
Returns and Refunds
We endeavour to try and make sure that you are always pleased with your purchases and the services we offer. However in the event that you wish to return an item, you should notify us within 14 days from the date on which you received the item.
We have tried to make the returns process as straight forward and as simple as possible. Once we have been notified that you wish to make a return we will:
- Contact you via email with an authorisation code and organise getting the item returned to us.
(a) Please note that international customers purchasing items from outside the UK and Ireland must pay the return carriage costs.
- Inspect the returned goods and if satisfactory we will process a full refund. Refunds are normally processed within 14 working days on safe receipt of the item using the same method of payment as the original purchase. Please note that depending on your bank, refunds can take between 2-3 working days to be received in your account after we have issued the refund.
- Refunds are normally processed within 14 working days on receipt of the item using the same method of payment as the original purchase.
Unwanted Gift, or Wrong Item Ordered
We kindly request that you ensure the unwanted product is complete, unused and in 'as new' condition (e.g. If you have opened the box to examine the product, the product or packaging should not be damaged in any way). If the box has been sealed then this seal must not be broken otherwise we cannot offer a refund. The item should be returned with the original box, packaging and all accessories.
Notes:
- Any 'Free Gifts' that may have been received with the item must also be returned.
- Orders placed as a special order to your specification cannot be cancelled or returned. (e.g. Cables that are ordered to the specific length you require, as many are specifically ordered for you and terminated by the manufacturer).
In the unlikely event of there being any problems concerning the processing of a refund then we will endeavour to contact you as soon as possible. Inform us of any problems concerning the processing of a return.
Faulty goods
The following information is intended as a guideline only. Wherever possible we will respond to your individual circumstances and help as much as we can. Should a fault occur with the item within 28 days of delivery you will be offered the choice of a replacement or refund (see Returns and Refunds)
To qualify for a refund or replacement the item must be:-
- In "as new" condition (e.g. if you have opened the box to examine the product, the product or packaging should not be damaged in any way)
- Complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging)
Unfortunately we are unable to honour this guarantee for faults caused by accident, neglect, misuse or normal wear and tear. Unfortunately consumable items such as earbuds and earpads cannot be returned for a refund nor can they be exchanged if they have been opened.
Items Received Damaged
We and our couriers take the greatest possible care when delivering your order, however if in the unlikely event that your parcel shows signs of damage when delivered then please report the damage to us within 3 working days via our web site by selecting the "Damaged During Shipping" option in your account or alternatively by calling our Customer Service Department on 020 8942 9124 (For orders where a signature is required, please make sure that you sign for the parcel as Damaged)
We will then:
- Contact you via email with an authorisation code and organise getting the item returned to us.
- Inspect the returned goods and if satisfactory we will process a full refund. Refunds are normally processed within 14 working days on safe receipt of the item using the same method of payment as the original purchase. Please note that depending on your bank, refunds can take between 2-3 working days to be received in your account after we have issued the refund.
- Refunds are normally processed within 14 working days on receipt of the item using the same method of payment as the original purchase. If you have requested a replacement then we will organise getting this to you as soon as possible.
Wrong Item Supplied
Our ordering system normally makes sure that all items dispatched are checked to match the order placed. However, errors can sometimes occur. In the event that you have been supplied the wrong item then please help us to correct this as soon as possible by choosing one of the following reasons in the drop down box:
