Returns and Exchanges - 21 Day Returns Policy
We want you to be delighted every time you shop with us. Occasionally though, we understand that you may wish to return items.
Items can be returned direct to us within 21 days from the day of dispatch for a refund or exchange.
To qualify for this, the product must not have been worn, and be in brand new condition with all packaging seals intact. You must return all the original packaging, instructions, guarantee and any extras.
All technology / electrical items including but not restricted to TVs, laptops, tablets etc must be still in their original packaging with the manufacturer seals still intact. We are unable to accept returns for products which have been opened and/or used.
ESD (Electronic Software Delivery) products are not eligible for return or exchange.
We process all refunds as quickly as possible and you will receive an automatic email once this has been completed. We will endeavour to process all refunds within 5-7 working days. However, during excessively busy periods please allow a maximum of 21 days for the refund to appear back in your original payment source.
We cannot be held liable for any postage charges incurred by the customer, however in some circumstances, postage may be refunded at our own discretion.
How to return an item
You can return unwanted items to us by post. You will be refunded on the credit/debit card you used to place the order (exclusive of postage charges) within 21 days. For your benefit and security, we recommend that you send the goods back to us using a recorded delivery service. This will ensure proof of delivery and insurance of the goods whilst they are in transit.
You will need to obtain an RMA (Return Merchandise Authorisation) from our customer services team before sending your item back to us. This will allow your return to be processed quickly with no delays. Click here to request a RMA.
Place the item into its original presentation box and make sure that the parcel is sealed securely. You should also place a copy of the original despatch note into the parcel.
If the item is in its original condition, we will refund the payment card used to place the order.
This does not affect your statutory rights.
Item has arrived faulty with you
Unfortunately, items can sometimes arrive with you faulty or damaged. In these instances please return the product back for a full refund or an exchange within 21 days from the date it was despatched to you.
Please note that we require you to report this fault within 48 hours of receiving the defective item.
In this instance, please contact our Customer Service Team for a return authorisation. Where the item is defective we will cover reasonable return postage costs. If it is an especially large item that you have ordered, we may be able to arrange a collection for you.
Once the defective item has arrived back with us and has been inspected for the fault, we can then issue either a full refund or exchange. All faulty items must be returned with their original packaging, receipt/proof of purchase and any accessories that have accompanied them.
If we inspect the goods and find that they are not faulty, we will contact you to arrange a return of the item, where you will be required to pay the postage costs.
Should your item develop a fault we will be more than happy to supply you with a replacement or a full refund, once the item has been returned to us for inspection.
When returning a defective item please ensure that the original box, receipt/proof of purchase and all accessories are included in the return. We will refund reasonable postage costs where the goods are confirmed as faulty.
You must contact our Customer Service Team for a return authorisation before returning your item. If the defective item is considered large goods we will try to arrange collection for you, again this will be paid where the goods are faulty.
Please be advised that we cannot provide refunds or replacement items where the defect is caused by customer induced damage. If this is disputed we reserve the right to return the product to its manufacturer to help us decide on a suitable course of action.
It is also important that you are certain that the product is defective. If the product returned is not faulty the item will be returned to you, after you have paid the return postage costs.
We cannot accept returns of products if the seal has been opened or tampered with. This does not affect your statutory rights.
We cannot return items which have been specifically re-sized or adjusted for you. For example, we do not accept returns for watches and other items that have been specifically sized or adjusted to your individual requirements.
You are not eligible for a refund or exchange under any circumstances if the item has been worn, marked or shows any signs of usage. You may try the item on for size, however, if the item is marked in any way then you have accepted the item and are no longer eligible for a refund or exchange under the terms of the cooling-off period in the Distance Selling Act. You may also not remove or have links removed from the item – this also signifies acceptance.
All Returns should be sent to:
Quzo, Kemp House, 158 City Road, London, EC1V 2NX