Returns & refunds
Returns and refunds
We understand that sometimes products need to be returned.
Whether your item has developed a fault, is damaged or is no Longer required, we can help you out.
Extended Returns: While our stores are closed, you can hold on to your purchase. Then when your local store has reopened, you’ll have an extended two week period to return it..
Online orders can be collected from your home or returned to selected stores
Small items are audio products, cameras, computers, gaming products, small appliances and small TVs (under 43”).Small items
You can request to return a small item purchased online using the small items returns request form.
If we accept the return, you’ll get an SMS from our delivery partner, DPD, with a collection date.
Large items
If you’ve changed your mind, you can request to return an unwanted large item purchased online using the large items returns request form.
If we accept the return, we’ll contact you to arrange collection.
Returning to store
Selected stores can still accept returns. You’ll need to fill out a form first, choosing from a list of stores that are currently accepting returns.
After you’ve completed your form, just visit your selected store and let us know when you’ve arrived.
Please note the exceptions to in-store returns below
Exceptions to instore returns
Our stores are unable to process a return for Online Only large kitchen appliances or when you have paid online with Your Plan Credit.
For PayPal orders our stores can only offer an exchange or gift card. Chat now to one of our helpful colleagues using our Webchat service.
Selected stores can still accept returns
Returning to store
You’ll need to fill out a form first, choosing from a list of stores that are currently accepting returns.
After you’ve completed your form, just visit your selected store and let us know when you’ve arrived.
Ordered a large item in-store but had it delivered?
Please contact our customer services team to arrange a pick-up from your home.What is the reason for your return?
Return policy
We have different return timings and procedures, depending on why you need to return your product to us.
For items bought online or over the phone, unwanted items can be returned even if you have opened them for inspection. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be returned in ‘as new’ condition and in their original packaging. As our customer services team are very busy at the moment, we’ve extended the amount of time you have to return opened products from 14 to 21 days.
If you purchased in-store, and the product is unopened and is pristine condition, then we’re giving you extra time to return your product, you’ll have 21 days from your local store re-opening.
Within 30 days of purchase or delivery, you may return a faulty product for an exchange or refund. If you purchased from store, and your product developed a fault whilst our stores were closed, then you can return these within 30 days of your local store re-opening.
Within product’s guarantee period (normally 12 months from purchase or delivery), we will offer you a prompt repair service. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you.
You can arrange free product collection and refund, or an exchange or repair, by contacting our customer services team.
Returns & refunds FAQs
If you’re waiting for a refund of your order, please note that refund payments are currently delayed as a result of the impact of Covid-19. These can take up to 14 days to process. If you’ve been waiting longer than 14 days, then please contact our customer services team.
If you choose to cancel an order that was purchased online that you have not yet received, please chat now to one of our helpful colleagues using our Webchat service. Alternatively, please use our dedicated online cancellation request form.
If you refuse delivery by telling the delivery driver, please chat now to one of our helpful colleagues using our Webchat service.
Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice.
Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice.