How to return a faulty product

Step 1 - Establish if the product is faulty
We've found the best way to do this is for you to speak to the manufacturer's support team directly. Some suppliers will send a replacement directly to you. They've got the expertise in their products to diagnose a fault quickly. Our experience has taught us manufacturers prefer to talk directly to the person with the suspected faulty product. The manufacturers have introduced this approach in order to reduce the number of product returns that turn out to be not faulty but simply a user error or misunderstanding. Our manufacturer contact list has all the details of who to speak to establish if your product is faulty.

Step 2 - If the manufacturer agrees there's a fault
Follow their instructions and make a note of any reference numbers they may give you. If they want you to get back in touch with us, please log in to your My Account page and find the product you want to return on your order. Don’t worry if you didn’t create an account when you ordered, you can do it now and your orders will be visible. Please include any reference numbers from the manufacturer in the ‘fault description’.

Step 3 - We process the return
We'll contact you if we need any further information before authorising the return. If we have everything we need, we'll supply you with an RMA (Returned Merchandise Authorisation) number. If the product has been reported faulty within 30 days, we will arrange a courier collection or provide you with pre-paid return postage information. We cannot accept any liability for goods that are damaged in transit as a result of insufficient internal packaging.

Step 4 - We send out a replacement
There's no re-delivery charge to send out a replacement product. If a replacement is out of stock or unavailable, we'll organise a refund.

General notes on returning faulty product
   Before you return any product, the return will need to be authorised. When we authorise a return, we'll supply you with an RMA (Returned Merchandise Authorisation) number.

Packages that arrive without a valid RMA number will be rejected or returned. Please ensure that the RMA number is clearly visible on the outside of the packaging. Make sure you package the product well. We endeavour to process all returns within 2 working days of the returns form being submitted to us.

Products are inspected and tested when they arrive at our returns department. If they are found not to be faulty or are not as described, they will be rejected.