Return Timeframe
You can return an item for a full refund if you contact us within 14 calendar days of receiving it, and the item is returned undamaged and in the same condition it was received.
Please return the item in its original packaging and ensure it has only been handled or used as reasonably necessary to evaluate it.
If you would prefer to exchange your item, you can do so within 30 days of receiving it.
Conditions
- Items special-ordered at a customer's request may be returned only at the manager's discretion.
- Custom orders or any items that have been modified are non-refundable
- Items where there may be a hygiene concern if the product is used may only be returned if the packaging is factory sealed and unopened (e.g. Earphones or Clothing).
- Similarly, software and other licensed items may only be returned if the product packaging has not been opened or tampered with in any way. We cannot refund digital software licenses once the license key/redemption code is delivered.
- We reserve the right to offer only a partial refund if the goods you are returning have been damaged, devalued, or used otherwise in accordance with what would be deemed reasonable, normal use, or do not include all original content/ packaging.
- The return period starts from the date your order is originally received.
Delivery Charges
Please note that unless your item is faulty, you will be liable for any delivery costs associated with your return/exchange. These costs vary, but typically, a courier collecting goods from your door and returning them to us will cost £25 per parcel, provided you are in the UK. This may cost significantly more for very heavy, bulky items like pianos or overseas returns. Any request to rebook a collection after failed attempts because the collection wasn't possible at the time will incur an additional collection service fee.
You are more than welcome to send the item back using your delivery method (preferably a tracked, insured postal or courier service). Please contact us so we can provide the relevant returns documentation.
We cannot refund any additional charges you opt to pay for a premium delivery service at the point of ordering (e.g. Saturday delivery), or any delivery fees, unless the item is faulty.
For orders settled using V12 finance, certain terms and conditions may apply, so please contact us for more information.
Customers Outside the UK
International customers can return any non-faulty goods purchased within 14 days for a refund. Please note that you will be liable for any delivery costs associated with your return, including any import/customs charges or recall fees, if you wish to return the parcel before it is delivered. It is important that you contact us to discuss your options before arranging any return, so we can send you the relevant return information.
We can only refund the costs of the items themselves. Delivery charges are separate and not refundable. As we are a UK company, we can only process refunds in GBP (£). For more information, please click here.
Refusal Of Delivery and Failed Deliveries
If the recipient refuses delivery, or the parcel is returned to us following unsuccessful delivery attempts, a £25 courier recall charge will normally apply to UK orders. This charge covers the cost we incur to have the courier return the parcel and is not an administration fee. Large, heavy or bulky items may incur a higher charge due to their size and weight.
For international orders, recall charges vary by destination and shipment. Please contact us before refusing delivery so we can advise you of the applicable charges.
If you would like us to re-dispatch the goods after they are returned to us, an additional delivery charge will apply.
Refund Timeframe
We will process your refund within 14 calendar days of receiving your returned item(s). We will issue your refund to the original payment method used for your purchase.
Once processed, the time it takes for the funds to appear in your account may vary depending on your payment method and payment provider.
Arrange a Return or Exchange
The fastest way to arrange a return or exchange is to bring your item to our Guildford store with your receipt, or submit a request using our online returns form.