Returns, cancellations & faulty goods

Please choose from the following:

Returns


Your product has been delivered and would like to return it because:

You have changed your mind

 

If you change your mind and would like to return your product, we're happy to exchange or refund it as long as:

If it is within 7 working days* from the day after delivery:

  • Following Distance Selling Regulations, we will accept items back even if you have opened the goods to inspect them
  • You are entitled to a full refund as long as your return is within the above timeframes and you have proof of purchase (receipt, delivery note, bank statement)
  • The goods must be in ‘as new’ condition and returned in the original, undamaged packaging along with accessories and free gifts received with it
  • The product must not have been used or installed or had any data inputted. Whilst the goods are in your possession you must take reasonable care of them and not use them
  • DVDs, CDs, memory cards and software must be sealed

*Working days means all days other than Saturday, Sunday and public holidays.

If it is over 7 working days* from the day after delivery:

If you change your mind and would like to return your product, we’re happy to exchange or refund it as long as:

  • The product is in its original unopened and sealed packaging
  • You return it within 21 days of delivery date
  • You have proof of purchase (Receipt, delivery note, bank statement)

*Working days means all days other than Saturday, Sunday and public holidays.

How do I return my product?:

There are two ways you can return your purchase:

  1. Online: Via the Contact Us facility on the Customer Services page
  2. Phone: By calling our Contact Centre on 08445 61 11 11 with your order reference number and delivery details to hand
Refund: We will then give you a full refund for the cost of the product plus any delivery charge paid. However, we do have the right to retain any charge paid for services which have already begun or have been completed. Refunds take 5-7 working days to be credited to your payment card.Back to top

Your product is faulty

 

Should you suspect a fault with your product, you can:

  • Read the troubleshooting section of the product manual as it may be a common problem that can be easily resolved
  • Visit the Knowledge Bank of KnowHow.com for additional expert support, downloads, manuals and advice

  • Call our contact centre on 08445 61 11 11 and, depending on the product, we may be able to take you through a telephone diagnostic to make sure it is not a problem that can be resolved quickly

If the problem cannot be resolved:

Don't worry, if your product develops a fault within 21 days, we'll always offer you the choice of an exchange or full refund, provided you have your proof of purchase (receipt, delivery note, bank statement).

Most products come with at least a 1 year guarantee, so if your product develops a fault after 21 days and within the remaining guarantee period we will firstly offer you a prompt repair service. If a repair service isn’t available for your product, we will offer you a replacement.

How do I return my product?

There are two ways you can return your purchase:

  1. Online: Via the Contact Us facility on the Customer Services page
  2. Phone: By calling our Contact Centre on 08445 61 11 11 with your order reference number and delivery details to hand

Refund: Once we have determined there is a fault we will then give you a full refund for the cost of the product plus the delivery charge paid. However, we do have the right to retain any charge paid for services which have already begun or have been completed. Refunds take 5-7 working days to be credited to your payment card.

So how do I get my faulty product repaired?

There are two ways to get your faulty product repaired:

  1. Online: Via the Contact Us facility on the Customer Services page
  2. Phone: By calling our Contact Centre on 08445 61 11 11 with your order reference number and delivery details to hand - we'll resolve the fault by arranging the prompt collection and repair of your product
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Your product is damaged

 

How do I return my product?

  1. Phone: Please call our Contact Centre within 48 hours on 08445 61 11 11 and we’ll arrange collection free of charge.

Exchange/Refund: We will then give you an exchange or full refund plus any delivery charge paid. However, we do have the right to retain any charge paid for services which have already begun or have been completed. Refunds take 5-7 working days to be credited to a payment card. Back to top

Cancellations

 

Your product has not been delivered yet and you would like to cancel your order


You've changed your mind about the item you've purchased and want to cancel your order before your delivery - no problem.

There are two ways you can cancel your delivery:

  1. Phone: Just call our contact centre on 08445 61 11 11 and we'll discuss the cancellation with you and whether you'd prefer to have an alternative product sent to you, or a refund.
  2. Online: You can also cancel your order online via the Contact us facility on the Customer support page.

    Step 1 -     Click the ''Contact us'' button and log in with your details
    Step 2 - Select ''Cancellations & Refunds'' from the drop down menu
    Step 3 - Select ''I would like to cancel all or part of my order''
    Step 4 - Select the relevant order reference number from the drop down menu
    Step 5 - Enter the product name and tell us what you would like us to do in the comments box and then submit your request.

Exchange/Refund: We will then give you an exchange or full refund. However, we do have the right to retain any charge paid for services which have already begun or have been completed. Refunds take 5-7 working days to be credited to a payment card.