The standard return period begins on the day the order is delivered, not the day it is ordered or dispatched.
Standard returns
Most products may be returned within 30 calendar days after delivery if they are complete and have not been damaged through misuse.
Returning a product does not always require the retail packaging to remain completely unopened, but packaging and condition rules vary by product category.
| Product type | Opened return? | Important conditions |
|---|---|---|
| Laptops and tablets | Yes | Must be reset, account locks removed and all included accessories returned. |
| Phones | Yes | Must be factory reset and free of activation, carrier or account locks. |
| TVs and monitors | Yes | Original packaging is strongly recommended for safe transport. |
| Headphones | Usually | In-ear products have additional hygiene rules. |
| Kitchen appliances | Yes | Must be thoroughly cleaned and free of food, coffee, milk or liquid residue. |
| Cables and chargers | Yes | Must be complete and not physically damaged. |
Opened and tested products
You may normally open a product and inspect or test it to the extent reasonably necessary to determine whether it is suitable.
For example, connecting a charger to your laptop to confirm compatibility does not by itself prevent a return.
Significant wear, physical damage, modification or use beyond reasonable evaluation may reduce the amount refundable.
Opening a USB-C dock, connecting it to a laptop and testing the display outputs is normally acceptable. Scratching the enclosure, removing serial labels or modifying the hardware is not.
Return exceptions
In-ear headphones
Sealed in-ear headphones may be returned under the standard policy. Once hygienic seals or sealed ear tips have been opened, a change-of-mind return may be refused.
This restriction does not remove your rights when the product is defective.
Software and digital licences
Activated software licences, redeemed download codes and other consumed digital products are not eligible for ordinary change-of-mind returns.
Personalised products
Products customised specifically for a customer are normally non-returnable unless faulty or incorrectly supplied.
Consumables
Used filters, cleaning liquids, replacement bags and similar consumables cannot normally be returned after their sealed packaging has been opened.
Faulty, damaged or incorrect products
If a product arrives physically damaged, is materially different from what was ordered or appears defective on arrival, contact support as soon as reasonably possible.
Photographs of shipping damage may be requested to help determine whether the issue occurred during transit.
A defective product is handled separately from a normal change-of-mind return and may also qualify for warranty service.
For visibly damaged high-value items such as TVs, monitors and appliances, keep the shipping carton until support has confirmed whether the carrier needs it for inspection.
How to return a product
- Contact support or begin a return from your account.
- Select the product and the reason for the return.
- Remove personal information and account locks from devices.
- Pack the product securely with its accessories.
- Use the provided return label or arranged collection method.
- Keep proof of handover until the refund is complete.
Data-bearing devices
Phones, computers, tablets, storage devices and other products capable of storing personal information should be erased before return.
We are not responsible for customer data left on returned devices.
Refund timing
Refunds are normally initiated after the returned product has been received and inspected.
Inspection typically takes one to three business days after the item reaches the returns facility.
Once issued, the time required for the refund to appear depends on the original payment provider.
| Payment method | Typical time after refund issuance |
|---|---|
| Credit or debit card | 3–7 business days |
| Apple Pay / Google Pay | Usually 3–7 business days |
| Store credit | Normally within 24 hours |
Original delivery charges
Standard outbound delivery charges may be refundable where required by applicable law or when the return results from our error.
Additional amounts paid specifically for premium, timed or expedited delivery are not normally refundable in a voluntary change-of-mind return.
Return shipping costs
We cover reasonable return shipping when the product is faulty, damaged on arrival or incorrectly supplied.
For ordinary change-of-mind returns, a return shipping charge may be deducted from the refund where this is shown before the return is confirmed.
Large products requiring specialist collection may have a different collection charge than standard parcel returns.