Returns and Refunds

• Changed your mind: 14 days from delivery, unopened and unused, and you pay the return delivery.
• Faulty on arrival: tell us within 7 days and we replace or refund it in full, including the delivery both ways.
• Fails later: it is a warranty claim rather than a return. See our warranty page.
• Refunds go back to the card or account that paid, and clear within 7 working days of us receiving the goods.

You have 14 days from the day the order is delivered to tell us you want to send an item back. Once you have told us, you have a further 14 days to get it to us. The item must be unopened, unused and complete, in its original packaging with the seals intact and every accessory, cable, remote, manual and free gift in the box.

Change of mind returns are at your cost. Either arrange your own courier or ask us to collect, in which case the collection charge is taken off the refund and we will tell you what it is before you agree to it.

• Large appliances that have been installed, connected or commissioned. Once an air conditioner has been mounted and its piping cut, or a built-in oven has been fitted into a cabinet, it cannot go back on the shelf.
• Products where the manufacturer seal has been broken on hygiene grounds, such as personal care appliances, headphones and water filters.
• Software, digital content and activated licences.
• Made to order, cut to length or special order items, which are named as such on the product page before you buy.
• Anything returned incomplete, damaged in your care, or without its original packaging.

None of this applies when the product is faulty. A fault is covered whatever the packaging is like.

Check your delivery when it arrives. If something is damaged in transit, dead out of the box or is not the model you ordered, tell us within 7 days of delivery and we will put it right at no cost to you: a replacement, a repair or a full refund including the original delivery charge, and we pay the collection.

Photographs help and are usually enough to get a replacement moving the same day. Please keep the packaging until the matter is settled, because a carrier claim needs it.

A fault that appears after the first 7 days is not lost. It becomes a warranty claim, which for most products runs for a year or more from delivery.

1. Sign in, open the order under Your orders and choose Request a return. Guests can use the order tracking page or message us on WhatsApp with the order number.
2. Tell us which items and why. It takes a minute and there is no form to print.
3. We reply within one working day with an RMA number and collection instructions.
4. Pack the item, write the RMA number on the outside, and either hand it to the collection driver or send it to the address on the instructions.

Please do not send anything back before you have an RMA number. Unannounced parcels cannot be matched to an order, which is what turns a two day refund into a three week one.

Refunds go back to the original payment method. An FPX payment returns to the bank account it came from, a card payment to the same card, an e-wallet to the same wallet. We cannot redirect a refund to a different account, which is a rule of the payment network rather than ours.

We refund within 7 working days of receiving the goods back and checking them. Your bank then takes its own time to show it: FPX and e-wallets are usually same day to two working days, and cards are commonly five to ten working days depending on the issuer.

The refund includes the SST that was charged on the items being returned, because tax follows the sale it was charged on. It also includes the original delivery charge in full where the return is our fault, and not at all where you have changed your mind.

Where you return part of an order, we refund what you actually paid for those items after any discount, not the list price. If a voucher had a minimum spend and returning an item takes the order below it, the voucher is recalculated and the difference comes off the refund.

A voucher itself is not refunded as cash. A single use voucher spent on a fully refunded order is reissued where it has not expired.

An order that has not been dispatched can be cancelled outright for a full refund, including delivery. Tell us as soon as you can: large appliance deliveries are scheduled by phone, so there is usually a clear window before anything moves.

We do not process exchanges as a swap. Return the item under this policy and place a new order, which is faster in practice and means the second item is priced and stocked at the moment you order it rather than at the moment we receive the first one back.

This page covers sending an item back. The warranty covers a product that has been working and then stops. The two overlap only in the first 7 days, where a fault is handled as a return because that is quicker for you. Our warranty page sets out the rest.

Nothing in this policy limits your rights under the Consumer Protection Act 1999, which entitles you to goods of acceptable quality that match their description. Where the Act gives you more than this policy does, the Act applies.

If anything here is unclear, or your situation does not fit neatly into it, message us on WhatsApp or use the contact page. We would rather answer a question than have you guess.