Returns & Exchanges
Returns for unwanted items
If for any reason you no longer wish to keep your item, you have up to 30 days from the date of purchase to return the item to us if you wish to receive a full refund or exchange, if you have chosen an express shipping service, you will only be refunded the standard shipping charge. If 30 days has gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, if the item is returned and it is not in its original condition, we reserve the right to deduct a 25% restocking fee for your order.
Unfortunately we are unable to accept any unwanted CDs or DVDs
To complete your return we require a proof of purchase, by either supplying your order number or delivery address along with your purchase date.
Please do not send your purchase back to the manufacturer as you may not receive a refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of us receiving the item.
If the item is not returned in its original condition, we reserve the right to make an appropriate deduction depending on the condition of the item. We will not accept any items back where you have physically damaged them.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
You should consider using a trackable shipping service or purchasing shipping insurance when returning any item to us, if you send this without tracking we cannot guarantee that we will receive your returned item.
Faulty or Damaged items
We only replace items if they are defective or damaged. Please see the below conditions.
When an item is damaged by a courier, please contact us immediately within 14 days of purchase, we will request you to send a picture to firstname.lastname@example.org, this is so we can send the picture to our courier to submit a damage claim, we will then send you a free return label to send the item back to us. Once we have received the item back we can either send you a replacement or refund your order for you.
If you have received a faulty item and it is still within the warranty period, please contact us on email@example.com or call us on 01189 775506. We will issue you with a RMA number for return. We will provide a free return shipping label for you to send the item back to us.
Once we have received your item back in our warehouse, we will test the item to find the fault. If no fault is found and you purchased the item more than 30 days prior to contacting us, you will be responsible for collecting the item from us to be returned to yourself; alternatively we can provide a postage label at the cost of £8 per item.
If we confirm the item is faulty, we will replace the item free of charge under the warranty. If we no longer have stock for this item, we will offer you a store credit for the amount you have spent so you can choose another item from our store, alternatively we can process a refund.
Late or missing refunds
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org or call us on 01189 775506 and we will be more than happy to help.
Please have your order number or delivery address ready so we can find your purchase on our system.
**We aim to reply to all emails within 24 hours, if for some reason we have an extremely busy period, please bear with us, we will reply as soon as we have got to your email. All emails and calls are answered in strict rotation and will be replied to.