We want you to be happy with your purchase. If something isn’t right, this policy explains how returns and warranty claims work.
Warranty
All devices come with a 13-month warranty from the order date. The warranty covers manufacturer faults that develop during normal use.
The warranty does not cover:
• Physical or accidental damage (cracked screens, dents, liquid damage, etc.).
• Damage caused by misuse, unauthorised repair, or modification.
• Normal wear and tear, including consumables such as batteries beyond reasonable degradation.
• Loss or theft of the device.
To make a warranty claim, follow the approval process below. The same condition and damage requirements apply: physical damage voids the warranty.
Your right to return
You have the right to return items in line with UK consumer law, and we offer additional rights as a goodwill gesture:
• Change of mind: You may return your item within 28 days of receiving it for a full refund. This extends beyond the 14-day statutory cancellation period under the Consumer Contracts Regulations 2013.
• Faulty, damaged, or incorrectly supplied items: You are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
• Warranty: All devices are covered by a 13-month warranty from the order date, covering manufacturer faults that develop after the 28-day return window. See the Warranty section above for details.
Approval process
All returns must be approved by us before you send anything back. This protects both you and us, and ensures returns are processed promptly. To request approval:
1. Click the Make A Return link in the footer at the bottom of any page on our website.
2. Enter your order number along with the email address used for the order, and select the items you are returning and the reason.
3. We will review your request and approve or reject it. We aim to respond within 1–2 working days.
4. If approved, we will provide the return address and any specific instructions. Only then should you ship the item.
Items sent without prior approval may be refused or delayed in processing.
How to return an item
5. Wait for return approval before sending anything back (see above).
6. Package the item securely in its original packaging where possible.
7. Send the item back to us using a tracked postal service with suitable compensation cover for the value of the item. You are responsible for the item until it reaches us, so we strongly recommend choosing a service that includes tracking and insurance appropriate to what you’re returning.
Return postage costs
You are responsible for arranging and paying for return postage upfront.
• We reimburse return postage costs up to £10 per return, regardless of the reason for return, provided the return is valid and the item arrives back with us in the agreed condition.
• Proof of postage cost is required for reimbursement. Please keep your receipt or proof of postage from the postal service and send us a clear photo or scan when you notify us of the return. Reimbursement cannot be processed without this.
• Reimbursement is paid alongside your refund or as a separate credit, using your original payment method.
• If your return postage exceeds £10 — for example, because you’ve chosen a service with higher compensation cover — the additional cost is your responsibility. We recommend balancing the level of cover you need against this limit.
• If you paid a delivery charge on your original order and you are returning the entire order, the original standard delivery charge will also be refunded as required by UK law.
Note on your statutory rights: If an item is faulty, damaged, or not as described, you are entitled to a full refund of reasonable return postage costs under the Consumer Rights Act 2015. If your reasonable return postage for a faulty item exceeds £10, please contact us — your statutory rights are not limited by this policy.
Condition of returned items
It is your responsibility to return the device in the same condition as it was shipped to you, including:
• All original accessories, cables, manuals, and packaging.
• No signs of damage, wear, or modification beyond what is necessary to inspect the item.
• Free from personal data, accounts, or activation locks (where applicable).
We may reduce your refund to reflect any loss in value if the item shows signs of use or damage beyond what is reasonable for inspection.
Important — returns for technical faults: If you are returning an item due to a technical fault, the device must not show any signs of physical or accidental damage (such as cracked screens, liquid damage, dents, or damage caused by misuse). Physical damage voids the warranty and may result in your return being rejected. We will inspect the device on arrival and contact you if we identify damage that affects your claim.
Proof of contents and condition
For your protection and ours, we video record the opening of every returned package upon arrival. This footage is retained as evidence of:
• The contents of the package as received.
• The condition of the item and its accessories.
• Any damage or missing items at the point of receipt.
If there is a dispute about what was returned or the condition it arrived in, we will refer to this recording. Footage is kept securely and used only for resolving return-related queries, in line with our Privacy Policy.
Your preferred outcome
When you request a return, please let us know your preferred outcome:
• Refund — a full refund to your original payment method.
• Replacement — we send you the same or an equivalent item.
• Repair — we repair the faulty item and return it to you (warranty claims only).
We will do our best to follow through with your preferred outcome. For faulty items, your remedy under the Consumer Rights Act 2015 may depend on how long after delivery the fault arose; we will explain your options clearly if your preferred outcome is not available.
Refunds
Once your return is received and inspected, we aim to process your refund within 3 working days. Refunds will reach your account within the timeframes set by your bank or payment provider.
• Original payment method only. Refunds are issued back to the original payment method used for the order. We are unable to refund to a different card or account. If your original card account is closed, please contact your bank — funds sent to a closed account are typically returned to the original sender or held by the bank.
• Klarna and other Buy Now Pay Later (BNPL) orders. If you paid with Klarna or a similar BNPL provider, your refund is processed through them:
• If you have not yet made any repayments, your agreement will simply be closed and you will owe nothing.
• If you have made repayments, all payments made so far will be fully refunded and the remainder of the agreement will be closed.
Repair and replacement turnaround
We aim to process all returns within 2 working days of receiving the item. Including return shipping to us and reshipment of the repaired or replacement item, we aim to complete the whole process within 5–7 working days.
If a repair or replacement will take longer than this — for example, due to parts availability — we will contact you with an updated timeframe.
Items that cannot be returned
Certain items are exempt from the right to return under UK law, including:
• Items that have been personalised or made to order.
• Sealed items that have been opened and are not suitable for return for hygiene or health reasons.
• Software, digital downloads, or activation codes once accessed.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The 28-day return window and 13-month warranty are offered in addition to your statutory rights, not in place of them.
Contact us
If you have any questions about returning an item or making a warranty claim, please contact us before sending anything back.