Returns and refunds policy

We would like you to have an excellent experience with Repairs-Direct.com, and hope that you are always happy with the service received. However, we know that sometimes you might change your mind about something you have ordered from us or a repair that you have booked with us.

If you do want to return an item that you have purchased from Repairs-Direct.com, read though the following sections to see which circumstance best suits your reason for return. The circumstances in which you are able to return items to us are outlined in the following sections:

1. Money Back Guarantee

2. Damaged, Faulty or Incorrect Items

3. Calculating a Refund for Returned Item(s)

4. Returning a device that is under the 1 month warranty

5. Cancelling a repair

If you have any queries about returning items to us that aren't answered in the following sections, please do contact us.


1. Money Back Guarantee

Under the UK Consumer Protection (Distance Selling) Regulations 2000, if you purchase anything from us by ordering item(s) online, over the phone, by fax, or by mail order you have the legal right to withdraw from the purchase of your order within a seven-working-day cooling off period. At Repairs-Direct.com we better that and offer you a 14-day money back guarantee!

If you have bought something from us or received something from Repairs-Direct.com as a gift, and decide you don't want to keep it for whatever reason, then you can return it to us within 14 days for a refund. If items are faulty, damaged or incorrect then you should refer to Section 2 Damaged, Faulty or Incorrect Items.

1.1 Where you choose to return goods to us under the Money Back Guarantee because you decide they are not of sufficient quality, the returned item(s) must:

  • be unused and in their original condition
  • have their original packaging
  • be returned to us with a written explanation of why you are returning them

1.2 In the event that you return items to us under the Money Back Guarantee, we are unable to offer you item(s) in exchange. Please see Section 4 Calculating a Refund for Returned Item(s).

1.3 We will not be able to refund you for any of the following:

  • items you return that we do not receive
  • charges incurred by you when returning items to Repairs-Direct.com
  • any other services provided to you in connection with your purchase.

1.4 We recommend that, for your own protection, when returning items under the Money Back Guarantee, you return the item(s) in suitable and secure packaging using recorded delivery. You are responsible for these goods, and have a duty to take care of them while they are in your possession, up until the time we receive them back here at Repairs-Direct.com. You will not be refunded any money until we have received the goods you have returned.

1.5 Please note: if you choose to return item(s) under the Money Back Guarantee, then you will be required to pay the cost of returning the goods to us. This cost will not be refunded to you. Customers must ensure that goods are returned with the correct postage paid. Repairs-Direct.com does not offer any freepost service for return of goods. Any additional postage costs incurred by Repairs-Direct.com that arise as a result of customers' underpaying postal charges when returning items will be recovered by Repairs-Direct.com; these charges will be deducted from any refund amount due before the refund is made.

1.6 If we do not receive the item back from you we have a right to recover the items and may arrange for collection of the item(s) from you. In this event:

  • the items must be in the condition described in (1.1) above when they are collected from you
  • you will be charged for the collection costs that we incur when we recover the item(s) from you.

1.7 Once we have received the goods and confirmed that they meet the requirements of (1.1) above, and aren't restricted under the requirements of (1.4) above, a refund will be issued to the credit/debit card used to purchase the goods. We will send you an email to confirm that this transaction has taken place.


2. Damaged, Faulty or Incorrect Items

If you receive any item(s) that are damaged, faulty or incorrect due to an error on our part, you can reject the item(s) and return the item(s) to us.

2.1 Where you are returning goods to us that are damaged, faulty or incorrect you must return the item to us within 14 days of receipt of the item(s).

2.2 Returned item(s) must:

  • be unused and in their original condition
  • have all original labels and tags still attached
  • be in their original packaging (including any gift wrapping)
  • be returned to us with a written explanation of why you are returning them

2.3 In the event that you receive any damaged, faulty or incorrect item(s) from us, we may offer you a replacement in exchange for a damaged or faulty item on a like-for-like basis, or offer you a refund in return for the damaged, faulty or incorrect item(s). Please see Section 4 below on Calculating a Refund for Returned Item(s).

2.4 Repairs-Direct.com will check all items returned as damaged, faulty or incorrect. In the event we find no damage, fault or error on our part, we will:

  • withdraw any offer of refund or exchange made
  • re-charge you for any item(s) that may have been refunded or exchanged
  • recover our fees and expenses from you.

2.5 In the event that we find any item returned is damaged, faulty or incorrect we will refund the cost of delivery to you for that item, and the shipping cost incurred by you in returning the damaged, faulty or incorrect item to us. Customers must ensure that goods are returned with the correct postage paid. Repairs-Direct.com does not offer any freepost service for return of goods. Any additional postage costs incurred by Repairs-Direct.com that arise as a result of customers' underpaying postal charges when returning items will be recovered by Repairs-Direct.com; these charges will be deducted from any refund amount due before the refund is made.

2.6 We recommend that, for your own protection, when returning any damaged, faulty or incorrect item(s) to us, they are placed in suitable and secure packaging and sent using recorded delivery. You are responsible for these goods, and have a duty to take care of them while they are in your possession, up until the time we receive them back here at Repairs-Direct.com.

2.7 We can offer you a refund or exchange on a damaged, faulty or incorrect item only if the item is returned to us. We cannot offer you a refund or exchange if:

  • you choose to keep the item
  • we find that you have not complied with (2.1) or (2.2) of this agreement.

2.8 In the event that a refund is issued to your credit/debit card, we will send you an email to confirm that this transaction has taken place.


3. Calculating a Refund for Returned Item(s)

We aim to process any refund payments within fourteen days of receipt of goods. Refunds will normally be made to the purchaser's debit/credit card that was originally used to place the order with us.

3.1 Items returned under Section 1 of this agreement Money Back Guarantee:

3.1.1 We will refund the amount you paid for the returned item(s), provided the item(s) have been returned to us in accordance with (1.1) and are not excluded from refund under (1.4).

3.1.2 We will not refund any shipping charges for Standard Shipping, Express Shipping, Next Day Shipping, International Shipping or where Standard Shipping was free of charge. Customers must ensure that goods are returned with the correct postage paid. Repairs-Direct.com does not offer any freepost service for return of goods. Any additional postage costs incurred by Repairs-Direct.com that arise as a result of customers' underpaying postal charges when returning items will be recovered by Repairs-Direct.com; these charges will be deducted from any refund amount due before the refund is made.

3.1.3 We will not refund any costs incurred by you when returning item(s) back to us under the Money Back Guarantee. Customers must ensure that goods are returned with the correct postage paid. Repairs-Direct.com does not offer any freepost service for return of goods. Any additional postage costs incurred by Repairs-Direct.com that arise as a result of customers' underpaying postal charges when returning items will be recovered by Repairs-Direct.com; these charges will be deducted from any refund amount due before the refund is made.

3.1.4 When returning items to us that have been sent as a gift, we are only able to refund the purchaser using the original method of payment (i.e. refund to the purchaser's credit/debit card). We can refund the gift recipient under the terms of (3.1.1), but this must take the form of a Repairs-Direct.com Gift Certificate.

3.1.5 If you return an item(s) for which you used a gift certificate as part or full payment, we will refund the gift certificate portion to the purchaser's gift certificate account and any non-gift certificate portion to the purchaser's debit/credit card used for the original transaction.

3.1.6 Gift certificates that are gifted by Repairs-Direct.com, or that are connected to any specific promotions are normally non-refundable. See terms and conditions for individual promotions.

3.2 Items returned under Section 2 of this agreement Damaged, Faulty or Incorrect Items:

3.2.1 Where we agree that item(s) returned to us were damaged or faulty when they reached you, or where items were sent to you incorrectly, we will refund the amount you paid for the returned item(s) provided they have been returned to us in accordance with (2.1) and (2.2)

3.2.2 Where the item(s) being returned constitute(s) an entire order, we will refund the original shipping costs in full for delivery of the item to you, where shipping has been paid for as an additional charge by you.

3.2.3 Where the item(s) being returned is/are part of a larger order, we will only refund part of the shipping charge, where shipping was paid for as an additional charge by you for delivery of the item(s) to the recipient. As an example, if you ordered 5 items totalling GBP 100 and decided to use Next Day Shipping for a Saturday delivery costing GBP 12.95 and if you then returned 1 of those items, we would refund GBP 2.59 which is 20% of the Next Day (Saturday Delivery) Shipping charge.

3.2.4 We will refund any standard postal costs incurred by you when returning item(s) back to us under the agreement for Damaged, Faulty or Incorrect Items. Customers must ensure that goods are returned with the correct postage paid. Repairs-Direct.com does not offer any freepost service for return of goods. Any additional postage costs incurred by Repairs-Direct.com that arise as a result of customers' underpaying postal charges when returning items will be recovered by Repairs-Direct.com; these charges will be deducted from any refund amount due before the refund is made.


4. Returning a device that is under the 1 month warranty

Your device will be returned to you with a full 1 month warranty on parts and labour only, this excludes carriage and administration fees. In the unlikely event that you need to return your console to us you will need to post your device back to us, or we can arrange a collection and return delivery for £24.99 inc. VAT.

4.1 Items returned under Section 1 of this agreement Money Back Guarantee:


5. Cancelling a repair

You can request to cancel an order by contacting us before 8am of the chosen date of collection.

5.1 If you cancel an order after the device has been collected and work has not commenced on your repair then we can return your item and refund you all except £24.99 carriage charges.

5.1.1 If you cancel a repair after the work has commenced then no refund will be given.

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