Warranty & return Our company
ContactWarranty & Return
Satisfaction guaranteed or your money back
If you are not 100% satisfied with your order, you can return it for a replacement or refund within 14 days of receipt. Note that electronic products are under warranty for one year and accessories for one month, during this time you will be able to repair or exchange any defective product at no cost.
How to apply for a return?
Go to the related order details in your customer area, then click on the "Return or replace the product" button to show up the Return Request form:
If it does not appear, you must first confirm receipt of the product by entering its date of receipt:
The parcel is now marked as delivered and then you can show the Return Request form. Indicate the number of items to be returned and the reason for return. From this information, we calculate the reimbursement amount according to the number of days elapsed since the parcel delivery. The refund will be total for all return request made within 14 days of receipt, otherwise you will lose 20% per week of delay and also the refund of your return shipping costs. Note that returns are only possible for items that are worth £42 GBP or more with shipping included.
Select the method of return. Either you prefer that we send you a prepaid return shipping label that you will affix to the package and with its amount deducted from the purchase refund, or you use your own postal service (in this last case, proofs of return will have to be uploaded in addition, like tracking details or a photo of the package):
Return shipping costs will be only refunded for damaged, different or non functional items (up to £20 GBP) returned within 14 days of receipt. Finally, choose the form of reimbursement for your return request. Either we refund you by the same method of payment you used for your purchase (in case of a cryprocurrency payment, an extra field will allow you to enter the address of your wallet), or we credit your balance of Reward Points knowing that 100 Points are worth £1 GBP:
If your return request is approved, we will send you by email the instructions of return to our UK warehouse and we will provide you with the RMA number. You will have to print out and attach the Return Agreement to the parcel and stick the return shipping label (if requested) on the package:
You will be able to follow up the progress of your return on the "My Returns" section of your customer area and upload all documents requested. The refund will be made a few days after receipt of the package in good conditions in our warehouse:
How to request a warranty service for a defective item?
Go to the related order details in your customer area, then click on the "Open a support ticket" button to show up the ticket opening form:
If it does not appear, you must first confirm receipt of the product by entering its date of receipt:
The parcel is now marked as delivered and then you can show the Ticket opening form. Indicate the number of defective items involved, describe your problem accurately and give it a priority of treatment. You can also attach a file to your ticket to show us the defect (PDF document, video or image accepted). Once the ticket is created, you can follow up its progress in the "My Tickets" section of your customer area:
Technical support will provide you appropriate troubleshooting suggestions via a Chat. If he is not able to diagnose your problem, your ticket should be eligible for a Return under Warranty to our UK warehouse according to the date of receipt of your item(s) otherwise you may receive a compensation if your items are worth below £42 GBP. But in any case, you can mark the Ticket as Resolved if you found a solution to your issue.
Depending on the situation, we could provide you with a Return Shipping label free of charge or you may have to Return the goods by your own means by using a tracked and insured postal service. In the last case the Return shipping costs will be refunded (up to £20 GBP).
The return process will be similar to the one described in the previous paragraph. You will be notified by email to get your return instructions, once we have successfully received your return, and when the repaired / exchanged items will have been shipped back.
How to get my Return Shipping costs refunded?
For a Return Request (Withdrawal):When you request a return for a Refund, Return shipping costs will be only refunded up to £20 GBP for damaged, different or non functional items returned within 14 days of receipt. Otherwise the cost of the prepaid Return shipping label will be deducted from your Refund or you will have to return the items by your own means. The refund will be done by the same method of payment used for your purchase or by a store credit in your Reward Points balance. In some cases you need to contact Customer Service from your Return details to provide all proofs required (pictures, videos, receipts, ...).
Check if you are eligible for a refund in your Return details:
For a Repair or Exchange Request (Warranty):
When you request a Return for a Warranty Service a support ticket is opened, and Return shipping costs are refunded up to £20 GBP when you return the items by your own means during the warranty period (a year for electronic products, a month for accessories). You will receive a compensation by the same method of payment used for your purchase or by a store credit in your Reward Points balance. Prepaid return shipping labels are free of charge in most cases. In some cases you need to contact Technical Support in the chat of your ticket to provide all proofs required (pictures, videos, receipts, ...).
All return costs compensation will be visible in your Ticket details:
