Return Policy

Last updated: 12 January 2020

Sometimes an item isn't right for you, and you would like to return it for a refund. We understand this, so we've made our returns process simple. There are some products that have restrictions or may not be returnable - our Returns Policy does not affect your statutory rights.

Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage. 

Returning an unwanted item

You can return your item within 14 days of receiving it, as long as it is still in its original condition. We accept returns, subject to the rules outlined in this policy, provided that the goods have not been in your possession for more than 14 Days after the day on which you received the goods.

Returning a faulty or defective item

If you believe there is a fault or defect with your item, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund.

All returns are tested by our technical team to verify the error or defect reported before any refunds can be processed. If the item is found not faulty or defective, we will contact you to find the best solution, and course of action.

Goods that become faulty during use

If your goods become faulty after delivery, we will always instruct you to contact the manufacturer directly for a warranty repair or replacement. This is often the quickest way to have a fault resolved. For example in some cases, manufacturers provide a special full on-site service and/or telephone help facilities for your convenience. Alternatively, you can contact us directly if the goods do not conform to the contract made between us.

Goods damaged on arrival

If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 14 days with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. In most cases, where goods are being returned to us due to damage on arrival, then a repair is simply not practicable.

Goods not as ordered

Sometimes we make mistakes, the wrong item is posted, in poor condition or arrives damaged. It is vital that you let us know within 48 hours of receiving it by sending us images of the item received, along with any other information requested by our team.

Goods or Order Duplicated

In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible.

Leaking and hazardous items

If you have received an item containing liquids which are leaking, damaged or considered hazardous, please let us know as soon as this has been discovered. We will let you know how to safely dispose of the item and process your refund.

Original condition

We ask that you take good care of the item while in your possession. This means that you can examine the item as you would in a shop, but please do not start using, assembling or inputting any personal data or software. We're unable to accept a return if the item or item packaging has been torn, damaged or tampered with.

All returned items should be in their original condition and packaging, including all the original accessories and leaflets provided. If the item was purchased as a part of a bundle, you must return all items that were a part of the bundle.

Hygiene and consumable items

Some items can’t be returned like headphones or ink once opened or used. It is important that you check the item description before you order or open the item and remove the original wrapping/seal. For hygiene reasons, certain items cannot be returned once the seals have been removed.

Digital storage, downloads, subscriptions and personalised items

We’re unable to accept returns for anything that’s made to your specific requirements, is personalised or otherwise can't be resold due to a bespoke element This includes digital storage (E.g. SSD, HDD, SD), downloads or subscriptions once activated, opened or used.

Contracted services

We're unable to refund contracted services such as installation and Prebuy where the service has been completed.

After 14 days of receiving your items

We don't accept returns for items after the above returns period. If your item develops a fault after 14 days of receiving it, you may be entitled to a repair, as long as it is within its warranty period. Please refer to the manufacturers' terms and conditions for more information.

It is vital that you have your order receipt and serial number (if applicable) when logging a manufacturer warranty claim. You can contact the manufacturer directly to register your warranty claim, alternatively, if you have any questions or need help, please contact us.

Return Costs

If your item is defective, damaged or incorrect, you will be eligible for free returns, and we will provide you with a pre-paid returns label.

Items that are not defective, damaged or incorrect, are not eligible for free returns. If your return is not the result of a Proptimise error, and you’re using a pre-paid return label, we’ll deduct the cost of the return from your refund.

Return methods

Expensive or Lage Items

If your item is more than £75, weighs over 20kg or is larger than 61cm (L) x 46cm (W) x 46cm (D), we'll send you a courier label. You can drop your parcel off at a Courier Pickup Point, or arrange for a home collection. 

Small Items

If your item is less than £75, weighs less than 20kg and is smaller than 61cm (L) x 46cm (W) x 46cm (D), we'll send you a Royal Mail label. You can drop your parcel off at your local post office.

Returns from within the UK costs £3.99. 

All returns must be sent back using the return label issued by the team unless stated otherwise by us through the verified communications channels (email, social). Returns will be rejected if the issued return label is defaced, edited, amended in any way or form.

Please note returns which are not accompanied by an authorisation number will be rejected. Your returns authorisation number must be clearly displayed on the return packaging and we ask all reasonable care is taken to ensure the goods are suitably packaged.

Refunds

Refunds may take up to 10 days for the funds to appear in your account. Once the item has been returned, assessed and verified, we'll process your refund.

Refunds are issued excluding the original delivery charge.

We will reduce the amount of the refund up to 50%, or return the item to you if

  • The item or the packaging has been handled excessively
  • If the condition does not meet our quality requirements (I.e. damaged packaging, cosmetic defects) 
  • If the item is incomplete (not as sold, missing parts or accessories).

In this instance, you will be liable for carriage, and handling costs.

Please note returns which are not accompanied by an authorisation number will be rejected. Your returns authorisation number must be clearly displayed on the return packaging and we ask all reasonable care is taken to ensure the goods are suitably packaged.

Once a returned item has been processed by our Returns Team, we can't send it back to you.

If you request a return for an item during the above time frame but you can't return it to us for some reason, please get in touch – please note, any refund will be at our discretion.

For further information, please see our Refund Policy.

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