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Our returns policy is in accordance with the Consumer Protection (Distance Selling) Regulations 2000 and forms part of our Terms and Conditions of Sale. If you have any specific queries regarding our returns policy please email customer services@broadbandbuyer.co.uk.
The following applies to all returns:
- All goods returned remain your responsibility during transit and until signed for by ourselves or an appointed agent. We would recommend the Royal Mail Standard Parcel Service and that you obtain a Free certificate of posting (P6159) when sending from your local Post Office, together with adequate insurance to cover the cost of the item/s. Insurance is at your discretion.
- Goods must be returned complete (including all packaging, cables, manuals, promotional gifts, CDs etc for that product).
- All returned goods must be authorised and an eRMA (electronic Returns Materials Authorisation) form included with the returned product. Goods may be rejected without a valid Broadbandbuyer eRMA number clearly marked on the postage packaging.
- All goods must be returned within 7 working days of the eRMA issue date.
- Except in the case of faulty goods within first 6 months or misdescribed goods, return shipping is to be paid by the customer. Where the goods are faulty in the first 6 months, we shall refund to you the reasonable return shipping costs you have incurred.
- Customers electing to return items via premium, timed or courier services do so at their own discretion and we are unfortunately unable to refund these costs over and above Royal Mail Standard Parcel Service rates.
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UNWANTED/NEW
The item is in brand new condition, in its original packaging, unused. |
UNWANTED OPENED/USED
The item is working but either is used, marked or something is missing. |
FAULTY + PACKAGING
The item is faulty in it's original packaging. |
FAULTY
The item is faulty but not in its original packaging. |
30 Days OR Less
The item being returned is within 30 days of delivery |
A full product refund OR an exchange of equal value is guaranteed for returns unopened, as new.
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At our discretion we MAY be able to offer EITHER a partial* product refund OR a credit towards a new order. |
You can either return the item for EITHER a replacement OR credit towards an alternative OR a full refund. |
You are entitled to a replacement of the faulty item. |
30 Days to 6 Months
The item being return is within 30 days to 6 months of delivery |
We are UNABLE to offer any reimbursement. |
We are UNABLE to offer any reimbursement. |
You are entitled to a replacement of the faulty item |
You are entitled to a replacement of the faulty item |
6 Month+
The item is older than 6 months from delivery |
We are UNABLE to offer any reimbursement. |
We are UNABLE to offer any reimbursement. |
We are unable to replace items of this age; however the item may be covered by a manufacturer warranty. Please contact the manufacturer for more information. |
We are unable to replace items of this age; however the item may be covered by a manufacturer warranty. Please contact the manufacturer for more information. |
To request an eRMA please see the returns section under 'Your Account'.
UNWANTED ITEMS
If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request your eRMA within 30 days of receipt. The goods must be in 'as new' condition when returned.
'As new' means:
- the goods have not been used
- shrink wrap, blister packs, software or manufacturers seals are unopened
- the goods are unmarked
- the goods are in a condition that would enable us to resell then as new
- Software seals are intact
Carriage costs for returning the goods are your responsibility.
Returns should be made with the original, undamaged packaging.
Cost of returning unwanted items is the buyers responsibility.
Goods Faulty on Arrival (DoA)
If unfortunately your goods are delivered faulty or develop a fault in the first 48 hours please log into 'your account' to raise an eRMA, giving us a description of the fault, together with the manufacturer case reference number (if you have one).
Faulty goods in the first 30 days
Firstly, please contact the manufacturer (via the 'support' link at the top of this page), to obtain a case reference number. Then log into 'your account' to raise an eRMA, giving us a description of the fault, together with the manufacturer case reference number.
If the goods are faulty- We will send you a replacement unit or offer a full refund
- We shall refund to you the return shipping costs you have incurred based upon the Royal Mail Standard Parcel Service rates.
If the items are not faulty- We will provide you with a test report
- You are responsible for any collection or return delivery charges incurred
Faulty goods after 30 days
If your goods develop a fault after 30 days of delivery we reserve the right to return the product to the manufacturer for repair or replacement. Please notify us regarding the fault as soon as possible.
If this unfortunately should happen, you can either return the item to the manufacturer or Broadbandbuyer.co.uk though in most cases it is speedier to return the item to the manufacturer directly as they offer product warranties and may be able to offer on-site replacements.
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