Returns & Exchanges

Reply directly to the emails about your return if you need to send more information or ask a question. Please quote your return reference if you call us. Your account shows the return status; email is where we’ll discuss the details with you.

For most eligible online purchases, you can request a change-of-mind return within 14 days of receiving the item. Once you have told us you wish to return it, the item should be returned promptly and in line with the instructions we provide. For change-of-mind returns, return shipping costs are normally the customer’s responsibility.

Once your return has been authorised and received, we will inspect the item and process the agreed refund, replacement or credit. Refunds are normally processed within 14 days of us receiving the item back. Where required by law, standard outbound delivery charges are refunded; premium delivery upgrades may only be refunded up to the standard delivery amount.

You may inspect a product in a similar way to how you would in-store. If an item has been used beyond reasonable inspection, damaged, poorly packed, returned incomplete, or is missing accessories, documentation or packaging, we may make a fair deduction from the refund to reflect the loss in value. Severe damage may make the item unsuitable for refund.

Some products may not be eligible for a change-of-mind return unless faulty. This can include custom-made, personalised or bespoke items; sealed software or licence products once opened, redeemed or activated; and sealed items that are not suitable for return for health or hygiene reasons once opened or used, such as certain microphones, headphones, windscreens and pop shields. If a product is marked Special Order, made-to-order or bespoke, please contact us before purchasing if return eligibility is important.

If an item appears faulty, has arrived damaged or is not what you ordered, contact our technical support team. We may ask for photos, videos, serial numbers, software versions or troubleshooting details. If it needs to come back for inspection, we will confirm the return reference, address and shipping arrangements first.

If an item is returned as faulty but no fault is found, or the issue is caused by setup, cabling, compatibility, software configuration or another connected item, an inspection and return shipping charge may apply. We will explain the outcome before returning the product to you.

Consoles, furniture, large items, freight shipments and international returns require specific instructions before shipping. For international returns, the shipment should be clearly marked as returned goods / return to seller to help avoid unnecessary duties and taxes. We may refuse unauthorised returns or shipments that have not followed the agreed return process.

Many products include a manufacturer’s warranty, and some brands offer longer cover once the product is registered. Warranty handling depends on the product, brand and fault. Use our technical support page to send your order details, serial number and fault description so we can advise the correct warranty or repair route.