How to return a product
- Contact us with your order number and the products you want to return, or send us the withdrawal form below. You can also send any other clear statement of your decision.
- We email you a prepaid return label and instructions within one business day.
- Pack the product in its original box with all accessories, manuals and gifts, and hand the parcel to the carrier.
- We inspect the return and refund you, normally within 5 business days of receiving it and in any case within 14 days of your request.
Condition of returned products
You can open the box and try the product as you would in a shop. To receive a full refund, please return it complete and with care:
- all accessories, cables, manuals and packaging included;
- phones, tablets and wearables signed out of all accounts, with "Find My", Google or Samsung account protection and any screen lock removed, and factory reset;
- no damage beyond what is needed to check the product.
If a product comes back damaged or used beyond what is needed to establish its nature, characteristics and functioning, we may reduce the refund by the loss in value, as the law allows. We will always explain the reason first.
Refunds
We refund using the same payment method you used, unless you expressly agree otherwise. You are not charged any fee for the refund. We may wait to refund until we have received the product back or you have shown proof that you have sent it, whichever comes first.
Faulty, damaged or wrong products
If something arrives faulty, damaged or different from what you ordered, contact us. We arrange collection at our cost and repair, replace or refund it under your legal guarantee. See our Warranty page.
Your legal right of withdrawal
If you are a consumer in the European Union or the United Kingdom, the law gives you the right to withdraw from a distance contract within 14 days without giving any reason. Our -day return policy includes and extends this right; it does not limit it. The withdrawal period runs from the day you, or someone you name other than the carrier, take physical possession of the goods.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You can copy it into an email.
To: , ,
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.