Returns Policy

Our returns policy is in accordance with the Consumer Protection (Distance Selling) Regulations 2000 and forms part of our Terms and Conditions of Sale. If you have any specific queries regarding our returns policy please email customer services@broadbandbuyer.co.uk.

The following applies to all returns:

1. All goods returned remain your responsibility during transit and until signed for by ourselves or an appointed agent. We would recommend the Royal Mail Standard Parcel Service and that you obtain a Free certificate of posting (P6159) when sending from your local Post Office, together with adequate insurance to cover the cost of the item/s. Insurance is at your discretion.
2. Goods must be returned complete (including all packaging, cables, manuals, promotional gifts, CDs etc for that product).
3. All returned goods must be authorised with a returns number. Goods may be rejected without a valid Broadbandbuyer returns number clearly marked on the postage packaging.
4. All goods must be returned within 14 working days of the returns number being issued.
5. Except in the case of faulty goods within first 6 months or misdescribed goods, return shipping is to be paid by the customer. Where the goods are faulty in the first 6 months, we shall refund to you the reasonable return shipping costs you have incurred.
6. Customers electing to return items via premium, timed or courier services do so at their own discretion and we are unfortunately unable to refund these costs over and above Royal Mail Standard Parcel Service rates.

If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request your returns number within 30 days of receipt. The goods must be in fully resaleable condition when returned.

Resalesable condition means:

• the goods have not been used
• software seals or manufacturers security seals are unopened
• the goods are unmarked
• the goods are in fully resellable condition

Carriage costs for returning unwanted goods are the buyers responsibility. Returns should be made with the original, undamaged packaging.

If unfortunately your goods are delivered faulty or develop a fault in the first 48 hours please log into 'your account' to raise an returns request giving us a description of the fault, together with the manufacturer case reference number (if you have one).

Firstly, please contact the manufacturer (via the 'support' link at the top of this page), to obtain a case reference number. Then log into 'your account' to raise a returns request, giving us a description of the fault, together with the manufacturer case reference number (if you have one).

If the goods are faulty
• We will send you a replacement unit or offer a full refund
• We shall refund to you the return shipping costs you have incurred based upon the Royal Mail Standard Parcel Service rates.

If the items are not faulty
• We will provide you with a test report
• You are responsible for any collection or return delivery charges incurred

If your goods develop a fault after 30 days of delivery we reserve the right to return the product to the manufacturer for repair or replacement. Please notify us regarding the fault as soon as possible.

If this unfortunately should happen, you can either return the item to the manufacturer or Broadbandbuyer.co.uk though in most cases it is speedier to return the item to the manufacturer directly as they offer product warranties and may be able to offer on-site replacements.

Except for goods with inherent faults*, we are unable to replace items of this age; however the item may be covered by a manufacturer warranty. Please contact the manufacturer for more information.

*None of the above conditions affect your statutory rights when goods are faulty due to inherent faults or not as described.