I do not wish to keep my item – it is not faulty
If you change your mind, or any of our products fall below the standard you would expect and you wish to return the item, you must notify us via the link in 'my eBay' within 14 days of delivery. We are happy to refund or exchange the item, (stock permitting) providing it is returned unused, in its original packaging with all accessories.
Some items cannot be returned unless they are faulty. These include:
- Products we can't resell for health and hygiene reasons once unwrapped - personal grooming products and earrings (this does not exclude your statutory rights under the Distance Selling Regulations).
- We may restrict the exchange of CD's, DVD's and computer software to the same title.
- Flat-pack furniture that has been partially or fully assembled.
My item has developed a fault
If your item develops a fault, please notify us via My eBay. If an item is returned as faulty, we will send you a pre-paid postage label or arrange a collection at our expense (UK customers only). Please do not return the product and request a refund of the postage.
The fault has developed within 28 days of delivery
We will offer either a refund including postage costs (UK customers only), or a replacement product (stock permitting). The refund or replacement will be actioned once the original product has been returned to us for assessment and verification of the fault.
Hard drives and USB devices, laptop / desktops / netbooks / tablets
These items must be backed up before they are sent in for repair.
Any disks left in players or drives cannot be guaranteed to be returned.
Under the Distance Selling Regulations, you have up to 7 working days after you have received your delivery to cancel your order via email to our customer service team.
Under the Trusted Goods Refund Policy, you have 14 days to return a product to us for a full refund, providing it is unused and in a saleable condition. Where a product is faulty, damaged or described incorrectly, we will refund the original delivery charge, but not when a product is simply unwanted*.
Except for faulty items, we only accept returns of items that are in the same physical condition as they were supplied. You must also have taken reasonable care to not mark or damage the product. If trying on items with health or hygiene sensitivities, such as underwear or swimming costumes, please do so over other clothes. In the case of goods such as earrings, body jewellery & personal grooming products that have hygiene seals, you must exercise reasonable care by not removing the seals when examining them. All returned items will be inspected upon receipt. If there is evidence that the products are not in the same physical state and reasonable care has not been taken with them, then unfortunately you will not be eligible for a refund.
*This policy does not affect your statutory rights relating to faulty or incorrectly described goods, or your right to cancel orders under the Distance Selling Regulations.