Factoids Refunds & Returns

Refunds & Returns - Products

Please note: For simplicity, this policy covers both on-line and in-store purchases, you obviously wouldn't have shipping charges in-store. None of this policy affects your statutory rights for the type of purchase made. "Delivery/Delivered = Purchase Date" when item purchased in-store.

Please see other Terms & Conditions & Policies.

• Cancellation
  If you change your mind before the order has been packaged and shipped then just let us know ASAP and we will give you a full refund. If the order has shipped before you contact us, please follow unwanted procedure below.
• Incomplete or Damaged in Transit
  Sometimes a package will be received in poor condition or have something missing. It doesn't happen often, but were not robots so mistakes can happen. If you receive something like this, please contact us within 3 days to arrange a swap. After 3 days the product will be classed as faulty and you will need to follow that procedure.
• Faulty product - Up to 10 working days
  Unfortunately faults sometimes occur with the manufacturer of products. If you are unlucky enough to be on the receiving end it can be extremely annoying so we try to minimize the upset - if your product has a fault when you receive it or develops one within 10 working days after delivery, it will be replaced or refunded (our choice, our expense and including full or part delivery charges as applicable).
• Faulty product - over 10 working days
  If a fault develops with your product after 10 working days we will follow the individual manufacturers warranty policies and procedures. We won't drop you in it though and will help you wherever possible. Please see our FAQ on OEM products - these have significantly shorter warranties than retail products.
• Unwanted product - Personal & Business
  You can return a product to us within 10 working days after it is delivered. Sometimes the item changes its price on a daily basis and we may not be able to offer a full refund - this will be clearly agreed before returning your item. We will not refund your original shipping charges (if applicable) or cover your return shipping (or any further shipping charges if product is returned back to you).
• Unwanted product - Rules
  We will not refund items that have been kept for more than 10 working days and you must contact us for instructions before returning the product. We do not offer exchanges directly as we prefer to close this return and issue you with a refund - you may then place another order. Any free gifts must also be returned (including vouchers). The product must be returned in the original condition, with all accessories, manuals and packaging intact.
• Unwanted product - Exceptions
  We do not refund custom made or configured items (unless faulty), this includes all our laptops and computers. The item must not have been used (installed, tested etc) and the packaging must be complete and in good condition (if you opened the box to examine the contents, you should have done so without damage or marking the product). Any seals MUST be intact (e.g. licence agreement, CD cases, VOID strips, sealed static bags) - if they are broken, your item will be returned to you as used.
• Services Cancellations & Refunds
  We generally accept Service cancellations by phone. Under some circumstances, for example, where cancellation of a ADSL business service could be malicious, we will request you cancel in writing (you will be told on the phone if this is the case). You may cancel by email (from the email that is registered with us), in writing (on letter headed paper) or in person (with identification). Cancellation cannot generally be made after a job has started or a new billing period has begun. Please see our Basic Services T&Cs for more information.