Returns

ElectroXpress is committed to ensuring that you receive the goods that you order from us in a good condition. For your peace of mind we operate a strict yet flexible returns policy. We do this in order to protect you the customer and ourselves. Please read the following policy carefully before attempting to return any goods to us. It may appear that we are making you jump through a lot of hoops to get your purchase back to us, but it is important that we establish the exact circumstances for your return before we receive the physical goods from you. This will save both you and us a great deal of time in the long term. If at any stage you are unsure what to do please contact our returns team who will be happy to help returns@electroxpress.com

NB: Please do not send goods back to us unless you have an authorisation code issued by us.

Returns Authorisation Number

In order to ensure that your returned goods are processed in a timely fashion you should contact our Returns Team returns@electroxpress.com within 30 days of receipt of your goods with details of your Order/Invoice number, the name and quantity of the goods that you wish to return, along with a reasonably detailed description of the reason for returning the goods to us.

If your goods are eligible for return to us under our returns Policy and our Terms and Conditions, our Returns Team will issue you with a Returns Authorisation Number (RAN). You must reference your RAN on both the package that contains the returned item/s and any paperwork inside before sending any item/s back to us. Any product returned without an RAN will be refused. Your must also return a copy of the original sales invoice that is sent with the order as proof of purchase.

How to Pack the Goods for Return

For your protection, please send items back well packaged and using the Royal Mail 1st Class posting or Standard Parcel Service for items weighing over 1KG. Please also ensure you retain your proof of posting for your reference. ElectroXpress cannot be held liable for items lost or damaged in transit by any postal service.

Cooling-Off Period

By law you have the right to cancel any order within seven days of the day after the item is delivered to you. Therefore, you can cancel your order up to 7 days after the receipt of your order and your statutory rights will not be affected. To cancel your order, send an email to our customer services team customerservice@electroxpress.com quoting your order number. If the order has not been despatched, we will ensure we stop the delivery process. If however the order has already been sent, please inform us you wish to exercise your right to cancel your order and request an RAN. We will refund your money less any delivery costs. When returning the goods to us, please ensure all items are complete and in their original packaging. They must be unused and in resalable condition. The item/s must be returned in an unused condition to qualify for the "cooling off" period.

Unwanted Goods

Goods are not sold on a trial basis and unwanted goods that have been used can only be returned if they are able to be restocked as new. Items that have had their seals broken or need to be repackaged will be subject to a minimum restocking fee of 25% of the purchase price to cover the restocking costs. We also reserve the right to refuse to refund monies for goods bought in error which are not re-saleable.

All monies paid for cancelled goods will be refunded within 30 days from date of cancellation.

Please note: It is a legal requirement that you take care of the goods and you are responsible for the carriage costs of returning goods to us unless we delivered goods to you in error, or if goods are faulty.

Incorrect, Faulty or Damaged Goods

In the unlikely event that a product arrives damaged or faulty, please contact our Returns Team returns@electroxpress.com within 30 days of receipt of your goods with details of your Order/Invoice number, the name and quantity of the goods that you wish to return, along with a reasonably detailed description of the reason for returning the goods to us.

We will issue you with an RAN and give you a FREEPOST address so that you can return the item/s to us free of charge. We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products ordered please contact our customer services team customerservice@electroxpress.com quoting your order number.

All items suspected of damage or showing a fault will be tested by our Returns team on receipt. If no fault can be found then the item will be returned to you at your own cost. Goods found to be tampered with by the customer will not be replaced, but will be returned at the customers expense. If you are returning items for exchange please be aware that a second shipping charge may apply.

It can sometimes be helpful to photograph any damage or physical defect and sending that to us with any return request.

For reasons of hygiene and public health, refunds/exchanges are not available for used handsfree headsets. (This does not apply to faulty goods)

Your statutory rights as a consumer are not affected by this.