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Returns & Refunds

We hope that you have no issues with your order and goods but in the unlikely event that you do the information you need is here:


Returns Policy

COVID-19 - Return Policy Changes

To protect all personnel we are currently unable to process returns on goods. You should retain your goods and receipts until we are able to offer this service. 

We cannot determine exactly when we can start processing returns again, but business as usual will be when we are able to trade as we were before the lockdown.

We hope that you can understand this decision, we are doing all we can to help keep you supplied and safe, meanwhile thank you for your patience and understanding.

We operate a 14 day returns policy for cancellations and 30 days for faulty products.

You may cancel your order and return goods any time up to the end of the 14th day from the date you receive the ordered goods.

If you need to return goods which you believe are faulty they may be returned up to 30 days from the date you receive the ordered goods.

You should contact us by e-mail and obtain a returns authorisation number before any return is made.

Goods should be returned to our contact address at your own cost and risk, as soon as possible so that we may carry out inspections and evaluations. If you do not return the goods delivered to you, or did not pay the costs of delivery, we shall be entitled to charge you the cost of collection or deduct the direct costs of recovering the goods from any amount to be re-credited to you.

If we find the goods are faulty we will replace or offer a full refund. Goods that have been subject to modifications, alterations or subjected to damage will not receive a credit or replacement.

Note: Any sum that needs to be re-credited to your account will be actioned as soon as possible and in any event within 30 days of your order/return PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you or that we have deemed a refund suitable, as the result of a returned faulty product.

Please remember when requesting a cancellation that we process orders received before 14:00 GMT time the same working day.

No goods should be returned without first obtaining authorisation and a reference number. We reserve the right to refuse goods returned without prior consent in accordance with the terms and conditions of internet trading.


How to Return Items

Whether you purchased online or over the phone the returns process is the same.

  1. You should contact us by e-mail, detailing your order number, the product and the reason for return.
  2. Await our reply with a returns authorisation number before any return is made.
  3. Adequately package to return; ensure the package is clearly marked with the authorisation number and the completed form is included with the goods.
  4. Return goods to "Returns, Orion House, Calleva Park, Aldermaston, Berkshire RG7 8SN, United Kingdom".

WEEE Regulations

weee icon

For disposal of Waste Electrical and Electronic Equipment ... Information for our customers in the UK
Look out for this symbol!

If the symbol shown here is found on any of your goods, it means that the product is classed as Electrical or Electronic Equipment and is covered by the WEEE Regulations.


Waste Electrical and Electronic Equipment

The Waste Electrical and Electronic Equipment Regulations (2006 No. 3289) (WEEE) have been put in place to ensure that products are recycled using best available treatment, recovery and recycling techniques to ensure human health and high environmental protection.

When you have finished with a WEEE product, please do not put in your domestic waste bin, as it will not be recycled. Please use one of the following disposal options instead:

Recycle:

To ensure that your WEEE is recycled in accordance with the regulations, you must ensure that the goods are not put in the bin, but are separately disposed of by taking the WEEE to your local designated collection facility. This would normally be your local civic amenity site (recycling centre). To locate your local site, contact your authority or go directly to the listing of approved sites where you'll see they are arranged by county.

It is likely that approximately 1000 civic amenity (CA) sites will be upgraded to Designated Collection Facilities (DCFs) where consumers of WEEE from private households can deposit their WEEE.

Hand the old equivalent product back to the retailer:

When you purchase a replacement product, we can "Take Back" your old equivalent product. You have 28 days from date of purchase, from us, to return your old equivalent item. This is by prior arrangement only and you are responsible for any postage costs incurred in returning it to us. Any retailer should accept it as a requirement under the WEEE Regulations (2006 No. 3289) unless they are a member of the Distributor Take Back Scheme (DTS).

Please contact our offices for information if you wish to return to us for reprocessing.

Battery Regulations:

Under the battery waste regulations, we are also offering a take back scheme for all portable waste batteries, as with our other products, if you have purchased a replacement product from us we will "Take Back" your old equivalent product. This is again to be within 28 days of your purchase from us and should be by prior arrangement only. Unfortunately due to the volatile nature of expired batteries these cannot be posted so would need to be returned by hand to our offices.

Alternatively you can follow this link to find your local waste portable battery recycling facility. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. Please contact our offices for information if you wish to return to us for reprocessing.