Return & Refund Policy
If it isn’t right, we’ll sort it. Here’s exactly how returns work.
Last updated: [EDITABLE — effective date]
Return Window
[EDITABLE] — state your return window, e.g. 30 days from delivery.
Original Condition
Device and all accessories returned as they arrived, in original packaging.
Refund to Source
Approved refunds go back to your original payment method.
How to Return an Order.
Six steps. Don’t skip step two — an unauthorised return can’t be matched back to your order.
Request a Return
Contact us with your order number and the reason for the return. We'll confirm whether your return is eligible.
Get Authorisation
If eligible, we send you a return authorisation. Do not ship anything back before you receive it — unauthorised returns cannot be matched to your order.
Pack It Securely
Repack the device and all included accessories in their original packaging, with everything that came in the box.
Ship It Back
Send it to the address in your return authorisation. We recommend a tracked service and keeping your proof of postage.
We Inspect It
Once it arrives, we inspect the device and accessories to confirm they meet the condition requirements.
You're Refunded
Approved refunds are issued to your original payment method. Your bank may take additional time to post it.
What’s Eligible.
Accepted
- Requested within the stated return window from delivery
- Device and all included accessories in original condition
- Original packaging included and undamaged
- Return authorisation obtained before shipping
- Proof of purchase or order number provided
Not Accepted
- Requested after the return window has closed
- Accidental damage, liquid damage or cracked screens
- Physical modification, disassembly or repair attempted
- Missing accessories, cables, remote or controller
- Damage caused by misuse, improper power supply or overheating
- Software, subscriptions or digital content (where applicable)
Nothing in this policy limits any statutory rights you may have that cannot be excluded by law. Where local consumer law gives you greater rights than this policy, those rights prevail.
Returns Questions
How long do I have to return my order?+
Returns must be requested within the stated return window, counted from the date of delivery rather than the date of order. Check your order confirmation for the specific window that applies to your purchase, or contact us and we'll confirm it.
Do I need to pay for return shipping?+
Contact us before shipping anything back. Depending on the reason for the return and your location, return shipping may be your responsibility or ours. We'll tell you clearly before you send anything.
How long does a refund take?+
Once your return arrives and passes inspection, we process the refund to your original payment method. Your bank or card issuer may then take several additional business days to post it to your account. We'll email you when the refund is issued.
Can I exchange instead of returning?+
If you'd like a different model rather than a refund, contact us. Exchanges are handled case by case depending on stock availability, and we'll talk you through the options.
What if my device arrived faulty?+
A device that arrives faulty is handled under the 12-month limited warranty rather than as a change-of-mind return, and return shipping is our responsibility. Contact us with your order number and a description and we'll arrange a replacement.
What if you sent the wrong item?+
That's our error to fix, not your return. Contact us with your order number and a photo of what arrived, and we'll arrange the correct item and cover return shipping on the wrong one.
What if my package arrived damaged?+
Photograph the packaging and the device before disposing of any of it, then contact us. Damage in transit is our responsibility to resolve.
Can I cancel my order before it ships?+
Contact us as soon as possible. If your order hasn't been dispatched we'll cancel it and refund you in full. Once a package is with the carrier, it becomes a return rather than a cancellation.
Will refunds include the original shipping cost?+
Shipping is free on every order, so there is no shipping charge to refund. Where you paid any additional amount — such as import duties paid to customs — those are outside our control and are not refundable by us.