Returns and cancellation

Your right to change your mind, and what happens if something is faulty.

Changing your mind

You may cancel your order for any reason within 14 days of receiving the device. You do not have to give a reason.

Tell us by email at [EMAIL] before the 14 days are up. A clear statement that you are cancelling is enough. Then send the device back within 14 days of telling us.

Where to send it

[ADDRESS], [TOWN], [POSTCODE], United Kingdom

Please use a tracked service and keep the receipt. Unless the device is faulty or not as described, the cost of sending it back is yours.

Your refund

We refund within 14 days of getting the device back, or of you showing us it has been sent, whichever is sooner. The refund goes to the card you paid with and includes the standard delivery you paid on the way out.

You may handle the device as you would in a shop. If its value is reduced because it was handled more than that — for example if it is returned damaged, or with an account lock still on it — we may reduce the refund to reflect that, and we will explain why.

Before you return a device

Back up anything you want to keep. We cannot recover data from a returned device.
Sign out of any account lock. A locked device cannot be tested and may reduce your refund.
Include everything that came with it.

If it is faulty or not as described

This is separate from changing your mind, and your rights are longer. Under the Consumer Rights Act 2015 you can ask for a refund within 30 days of delivery if the device is faulty, not as described or not fit for purpose. After 30 days you can ask for a repair or replacement, and a refund if that does not put it right. We pay the return postage in these cases.

Devices graded Excellent, Good or Fair also carry our 12-month warranty — see clause 7 of the terms of sale.

Spares or repair

Items listed as spares or repair are sold as seen, with the fault described. They still carry the 14-day right to change your mind, but a fault we described is not a reason to claim the device is faulty.