How can I return an item bought within the last 30 days?

Here’s what to do if you want to return a product within 30 days of purchase.

You have 30 days from the date you receive your item to let us know you'd like to return it. If you request a return after the first 14 days, your refund will be issued as store credit, and the item must be returned in its original, manufacturer-sealed condition.

Store credit can only be used on Touchsale.

Please note: This policy is a voluntary offer and does not affect your statutory rights under the Consumer Rights Act.

How do I request a return online?

To request a return online:

Contact us

Once your form has been received and processed, our team will get in touch with you to advise on how to return your item and next steps.

How do I return a parcel via ParcelForce?

Once you’ve contacted us to confirm your return, we’ll arrange a collection with ParcelForce, which is tracked and insured to offer protection against loss and damage.

Follow these instructions to ensure your return is processed as quickly as possible:

• Send your equipment back to us.
• New, unused items must be sealed when they’re returned.
• Make sure any theft or loss-protection apps on your device are disabled (e.g., Find My Phone on iPhones or iPads).
• Ensure all items, including accessories and free promotional items, are returned undamaged. You may be charged for damaged items.

If you change your mind after requesting a return, you don’t need to contact us. If we don’t receive the item within 14 days of the return request, we’ll assume you’ll be keeping the goods, and your contract will continue to run as normal.

What's the postage cost?

The cost of the postage will be £10 ex VAT, which will include the collection, delivery, and insurance of the item.

When do I get my refund?

Once we’ve received your cancellation request and any item you need to return, we’ll refund you within:

• 14 days for credit/debit card
• 14 days for Klarna, PayPal, and ClearPay

You must keep track of installment payments if you are expecting a refund. Missing payments may affect your credit score, including late payment fees from partners.

Please note: Due to hygiene reasons, we cannot accept returns for earphones if the packaging has been opened or the product has been used.

Warranty Coverage

Warranty covers manufacturer defects only. This includes any issues or faults that occur due to manufacturing errors and were present at the time of purchase. Please note the following:

• For the first 14 days after purchase, we will directly assist with any manufacturer defect or issue.
• After 14 days, any warranty claims must be handled directly with the manufacturer. We recommend that you register your product with the manufacturer (if applicable) and keep all necessary documents and receipts to streamline the warranty process.

Important Note: Any damage caused by improper use, accidental impact, liquid exposure, or unauthorized repairs by the customer is not covered under warranty. Items returned in damaged condition due to customer handling will not be refunded or replaced.

• This policy applies exclusively to purchases made by businesses, including trade accounts and wholesale orders.
• This does not apply to consumer purchases.
• By placing a business order with [Your Company Name], you agree that these terms apply.
  

No Returns Unless Faulty or Supplied in Error
Returns will only be accepted if:

• The goods are faulty and reported to us within 24 hours of delivery
• The goods were supplied in error due to our mistake
• The goods are manufacturer-sealed and a restocking fee of a minimum of 25% of the product value will apply.

Faulty or Incorrect Goods – Reporting Process
If your item is faulty or incorrect, you must:

• Notify us in writing within 24 hours of receiving the delivery
• Provide detailed evidence, including photographs of the product and packaging
• Retain all original packaging until the matter is resolved
• If the issue is not reported within 24 hours, the goods will be deemed accepted and no return will be possible.
  

Return Procedure for Approved Cases

• Once your claim is verified, we will arrange for collection of the goods at our cost
• Items must be returned in the condition received
• A replacement or refund will be issued once the fault or error is confirmed by our inspection team

Exclusions

• Change-of-mind returns are not accepted for business purchases (unless manufacturer-sealed and subject to a restocking fee as noted above)
• Any damage caused during handling, installation, or improper use will void eligibility for return or refund