FAQs
How do I start a return?
Use the Return an Item page to follow the steps, then contact us with your order details so we can advise the correct route and what to include.
Can I cancel my order after placing it?
In many cases, yes. The exact options depend on whether the order has been dispatched and whether you’re purchasing as a private consumer or a business. See Cancel an Order.
When will my refund be processed?
Refund timing depends on the reason for the return and whether we need to inspect the item. The Refunds page explains what to expect and how refunds are made.
What if my item arrives damaged or something is missing?
Use Faulty, Incorrect or Damaged for the quickest route. This page explains what evidence helps (photos, packaging details) and the reporting timeframes.
Do you accept international returns?
Yes. The returns process is similar, but customs paperwork matters. See Return an Item for guidance and tips to avoid delays.
How do exchange unit core returns work?
If you’ve purchased an exchange unit, the Exchange Units & Core Returns page explains the timeframe, acceptable condition, and what happens if the returned unit can’t be rebuilt.
Is warranty the same as a return?
Not always. Warranty covers certain issues within the warranty period and includes specific exclusions. Use Warranty Claims for the correct process.
For the legal basis of cancellations, returns and refunds, please see our
Terms & Conditions.