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Returns and Cancellations

Every week we process thousands of orders and although we hope there will not be many occasions, an item may need to be returned, we understand sometimes things do not go to plan. We have created this policy to make the process as easy as possible to return your goods to us.

Cancellation

We appreciate that mistakes happen or things change and you may need to cancel your order. However, as our orders are processed through an automated service, we cannot always stop the order before dispatch from our warehouses. Once an item has been dispatched with our delivery agent, we are not able to cancel the delivery with them. We will always try our upmost to cancel your order, but if this cannot be done we recommend to either reject the delivery or request a return, following the steps outlined below.

30 Day Policy

If you are unhappy with your purchase for any reason, you can return it to us in its original condition within 30 days of the date you received your goods. Your items must be returned in a saleable condition, with original packaging and we will refund the price of the item within 7 working days after the goods have been inspected and confirmed as appropriate for a refund with our team. If your item is returned back to us not in the condition they were sent out, you may incur a fee, which would be taken off the refund.

If your goods are returned in a:

  • New condition (Seals intact, Cellophane, exactly as you received it) – 0% fee
  • New but Opened (Seal broken, has been used and tested) - 10% fee
  • Used - 20% and above fee, at the discretion of the returns team.

Goods returned to us damaged or deemed in a non-resalable condition will be rejected back to you. A member of the returns team will contact you if your item will be rejected or if you will be receiving a 20% or above fee.

Once your return has been approved, you will be provided with a Returns Authorisation (RA) number by the returns team. Please ensure that this RA number is clearly put on the parcel (not written on the products packaging), as without this we may not be able to process your return.

Please note that we do not provide postage for unwanted/non-faulty returns and we advise you send the item using a secure signed for delivery service. The return is your responsibility until we receive the item back to our returns department.

For health and hygiene reasons, we cannot accept the return of non-faulty headsets (Bluetooth or corded) or Microphones. If you are unsure whether your item can be returned, or you have any further questions, please contact us on 01948 661616 or email customerservice@buyur.co.uk.

Incorrect Item

If you receive an incorrect item you need to inform us within 30 days, so we can rectify this issue. Once we are aware of this, we will work towards a solution, which may require you returning the item to us and we will refund any postage paid.

We kindly ask that you do not open the item or use the goods if they are incorrect. If the item is returned to us in a non-resalable condition the goods will be rejected back to you. We advise that all orders are tracked and if you have received an item of more value, you will be invoiced the remaining amount in accordance with the Consumer Contracts Regulations.

Duplicate Item

Unfortunately, sometimes errors happen and your order may be duplicated by our system or the warehouse team. If you do receive any extra products that were not ordered, we do require you to tell us immediately upon receipt. Our internal systems have been created to ensure that this is highlighted to us, and we will require all extra products returned back to us. You will be invoiced the price of the units in accordance with the Consumer Contracts Regulations.

Faulty Item

We will always do our best to help with any product that develops a fault. If the item is less than 30 days old, we will normally be able to organise a collection and a replacement or a refund for you, within 3 working days of receiving all of the required information from yourself. Your item will be replaced if the goods are in stock or refunded if the stock is no longer available. We do advise that any collection that takes place can only happen between 9am-5pm, Monday – Friday.

Outside of 30 days, we always recommend that faulty items need to be directed to the manufacturer to exercise your warranty. Most manufacturers will deal with customers who have goods under warranty, and as the experts on these items, contacting them can be an efficient way to solve your issue. Alternatively, we can deal with this on your behalf but we advise that this process may be less efficient, as we will need the goods returning to us and we will be acting as a middle man.

Damaged Item

Sometimes during transit, products can be damaged. We do ask that if this happens, you contact us within 7 working days, with photos of the product and the packaging. If the item is delivered and is visibly damaged, please sign for this parcel as ‘damaged’ or reject the unit and we can then escalate this with our delivery agent.

We will not be held responsible for any damage caused to your existing equipment through the use of goods supplied by us. Use of goods purchased from us is at your own risk.

We will not be held responsible for your inability to operate the goods purchased. Many of the products we sell require a moderate degree of technical ability and you should confirm your suitability to operate any goods prior to purchasing.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

For all returns we ask that you email us at customerservice@buyur.co.uk, so we can authorise your return.