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Returns - Unwanted Items

This page explains our returns policy for unwanted items, for other issues, please see our service policy.

Coronavirus updates are available on our dedicated page.

30 Day Returns

You can return most* items within 30 days for a full refund provided the goods are unopened, unused and undamaged. For non-new items, they must be returned in the condition you received them in. This 30 day window applies to orders placed online, by phone or in store and operates in addition to your statutory rights (if applicable), which are detailed in our terms and conditions.

If you wish to return an item please notify us within 30 days of receipt. We will contact you with details on how to proceed.  Once we've confirmed your return, please ensure you include a note of the reference number we provide. You can download and print the optional form to include with your return, but it’s not required.

Please ensure that all returns are packaged well to avoid damage and include everything that was originally supplied. You will have to cover the costs of returning the item and we strongly advise using a tracked and fully insured delivery service.

Please allow up to 14 days for refunds to be processed after we receive your return.

Used Items and Home Trials

We're happy for you to carefully inspect purchases, however, if you've used, installed, attempted to assemble or damaged an item we won't be able to accept a return. If you cancel the contract using your statutory rights, we will only make a partial refund to cover the loss in value of the product. Many premium items are available under our Try it at Home service, where you can assess one or more demonstration units at home before purchasing a new item. If the model you are interested in is not currently available, please contact us.

Headphones or other items with hygiene seals must be returned in original sealed packaging. Otherwise these items cannot be returned unless defective. Premium headphones are also available under our Try it at Home service.


We don't operate an exchange or credit note system. Just return your original order and place a new order for the alternative items.


The following items are excluded from our 30 day returns window.

  • Custom and made to order goods. e.g. custom cables and furniture, made to measure projection screens
  • Cut speaker cable (from reels)
  • Special order items - goods we do not normally stock and order only at your request

Getting Your Return To Us

We will provide returns instructions via email along with your reference number. Please take care when packaging all returns to avoid damage in transit.

If you opt to send via Royal Mail, please ensure you have attached sufficient postage. If in doubt, consult your local post office. Where postage has been left unpaid (or underpaid) packages will not be collected and may eventually be returned to you.

Get a Returns Number

You can start the returns process online by logging into your account, viewing your order and using the returns tool. If you don't have an account you can use the online form to request a return.

Your Statutory Rights

You can get detailed advice online from Citizens Advice. In particular please see their pages on "changing your mind."