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.

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 7 working days, we will arrange to collect it at a mutually convenient time. There's no charge for collection of products reported faulty within 7 working days.

If it's after 7 working days it needs to be returned at your own expense. We recommend you send your package by registered post or courier with sufficient insurance to cover the value of the goods. We cannot accept any liability for goods that are damaged in transit.

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 including your original delivery charge.

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 cannot accept liability for any goods damaged in transit and a replacement or refund will not be offered.

We endeavour to process all returns within 3 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.