Returns and refunds

The window

If something is faulty, damaged in transit, or not what you ordered, tell us within 30 days of delivery. Where the fault is ours we will normally replace the item or refund it, and we will tell you which we are doing. A change of mind is also 30 days, on the conditions below.

Starting a return

1. Contact us with your order number and a sentence about what is wrong. A photograph usually settles it.
2. We aim to reply within one business day. Wait for that reply before sending anything back: a parcel that arrives with no reference takes far longer to match to an order, and some items do not need returning at all.
3. Once the return is agreed and the item is back with us, or we have agreed we do not need it back, the refund goes to the card you paid with.

Condition

For a change of mind the item needs to come back unused, complete, and in a state we can sell again. Keep the original packaging for a machine if you still have it. We may reduce a refund to reflect missing parts, damage or handling, and where we do we will say so before processing it rather than after.

Who pays return postage

If the item arrived faulty, damaged or not as described, we cover the cost of getting it back. If you changed your mind, that cost is yours, and the original shipping is not refunded. Either way you are told the position before you commit to anything.

What cannot be returned

• Keys cut, coded or programmed to your specification, unless the fault is ours.
• Software, licences and activations once the code has been issued.
• Items marked final sale on the product page.
• Anything sent back outside the window, or in a condition that cannot be sold again.

Something arrived broken

Send a photograph with your order number. Where the damage is clear we will often ship a replacement without asking for the original back, because postage on a broken part helps nobody. That is a judgement we make case by case rather than a rule, so please ask before assuming it on an expensive item.

Questions