Returns & Refunds

If you're looking for some support:

For any issues relating to a fault, missing parts, instructions, or general usage queries, it's best to consult the links below.

• Our Product Support page provides videos and PDFs of instruction manuals, product-specific FAQs, and how to get in touch with the manufacturer directly. Particularly with electrical items, we'll always recommend talking to the manufacturer first to see if they can resolve any issues.
• If your item is outside of its warranty and you just need a spare part, then we also have a site dedicated to helping you. Our spare parts website contains a variety of options that means you can keep hold of your current product for longer.

I've changed my mind:

If you've changed your mind and need to return an item, you have 30 days from the date of collection or from the date of delivery to return your item(s).

• Unused and with all original components
• In its original packaging (with the tags if applicable)
• In a resaleable condition security seals intact (where applicable)
• With its proof of purchase
• With any free items that came with the product

• Refunds will be processed by the original payment method. If you paid by card, it can take up to 5 working days to appear back in your account; with PayPal, refunds can take up to 30 days.
• If we are collecting your return, your refund will be processed once we have received and inspected the item.
• Your statutory rights are not affected.

Things to note:

• Some items like food, pierced jewellery, and underwear can't be exchanged or refunded, unless they're faulty. Our website indicates which items are non-refundable.
• If you're returning a DVD, music, or software product, it must be unused and in its original sealed packaging.
• If the item or packaging has been handled excessively, we reserve the right to reduce the amount we refund you.
• We might ask for the product serial number or similar, to check the item was supplied by us.
• Naturally, none of this affects your consumer rights. If we are collecting your item, it will be inspected prior to being refunded. Please note that if the item has been inspected and is not returned as described we reserve the right to reject the refund or offer a partial refund depending on the condition of the item returned.

Product Support:

If your item is faulty, please start by checking our Product Support site to see if we can solve your issue. Here, you can access frequently asked questions about your product, video guides, set-up advice, download manuals, contact support centres, and much more.

My item is faulty or dameged

If you still need to return a faulty item within the first 30 days from the date of collection or from the date of delivery, we will offer you an exchange, replacement, or a refund. After this time and as long as the product is still within its warranty period, we will arrange a repair using one of our specialist repair agents or if this is not possible, exchange or replace your item. The quickest way to return an item is through one of our stores where we can accept most items, other than large items, even if they were originally delivered to your home. To find your nearest store, please visit our store locator here.

If your item was damaged when you received it then you'll need to contact us about arranging an exchange, a replacement, or a refund. In some cases, we may be able to offer you a discount to keep the item if it's something purely cosmetic that you'd be happier to keep for a partial refund.

If you have a large item to return, or want to talk to us about a damaged item, head to our contact us page.

Return Options

Return Method	Store	Store	Store Collection Point	Return by Post	Live Chat
Collection - from an store	Yes	Yes	No	No	No
Collection - from in Store	Yes	Yes	No	No	No
Collection from Store Collection Point	Yes	Yes	Yes	No	No
Home delivery - small item	Yes	Yes	No	No	Yes
Home delivery - large item	No	No	No	No	Yes
Tu clothing - collection or delivery	Yes	Yes	No	Yes	No