Returns and warranty
The returns desk
Seven days no questions asked, twelve months on faults. Give us the order reference and the lines, and the desk replies within one working day with the outcome and the return address.
7 days, no questions asked
Unused stock lines in original packaging, raised within 7 days of delivery. Return carriage is yours on a change of mind.
12 months on faults
Faulty displays, batteries and boards are covered for 12 months from dispatch. Carriage on a confirmed fault is ours.
Report shortages in 48 hours
Count against the dispatch note on arrival. Shortages and transit damage must be reported within 48 hours with photographs.
What is not taken back
Fitted or bench-damaged parts, removed serial labels, water damage and bulk programme goods made to your specification.
Your return hubReturns from your country are handled at our London return desk in Camden, in person or by carrier.
Raise a return
Open a case
One case can hold several lines. Use the SKUs printed on the dispatch note.
Reading your account…
Your cases
Sign in to follow the progress of a case.
Speak to the desk
For an urgent fault or a whole batch, call us and we will book it in on the spot.
Fulfilment rules
Confirmed on order
London stock
- Cut-off
- 15:00 GMT
- Window
- Same day out, next working day in
Ordered and paid before 15:00 GMT on a working day, it leaves Camden that afternoon. After the cut-off it moves to the next working day.
China air DDP
- Cut-off
- 17:00 CST
- Window
- 5 days door to door
Booked before 17:00 CST joins that night's consolidation. Five working days door to door, duty and clearance included.
Bulk pre-order
- Cut-off
- Quoted on booking
- Window
- 12 to 15 days
Production, lab checks and freight complete within 12 to 15 days of the deposit clearing. The desk confirms the arrival week in writing.
Status is entered by the desk at each step, it is not a live carrier feed. Use the carrier lookup for the latest delivery scan.