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Returns policy
When shopping with us we want to make this the best experience possible. If for any reason you wish to return something though, we are happy to help.
To make sure your return can be processed efficiently we will require our returns form to be included with all returned items. Please click here to print our returns form. (If you don’t have access to a printer this can be handwritten)
Returns Address:
Please note that we have different return addresses depending on the item to return. To obtain the return address, you have to raise a ticket via the helpdesk section of your account. Our support team will confirm if the item can be returned and provide you with:
- A RAN reference ( Returns Authorisation Number) and
- The returns address details.
Only after you have obtained the RAN and the return address, you can complete the Returns form and return the item.
Please select below the reason you wish to return your item and read through all the relevant information displayed:
Faulty / Defective
If your item has stopped functioning correctly we offer a 12 month warranty on goods, valid from the date of purchase. In the first instance though we would advise consulting the products manual as this would provide useful troubleshooting tips. If further assistance is required though, we would recommend contacting the manufacture directly. If the manufacture has been unable to resolve the problem please return this item back to us right away for replacement or refund.
If you have an item that develops a fault after 6 months, we may request engineers report or information from the manufacture to confirm that the fault is inherent. Please note that items that appear physically damage will be rejected if this is believed to have been caused due to misuse or general wear and tear. Our decision is final on all returns.
Sony
Phone: +44 (0)203 5382 665
FAQ / Troubleshooting: Click Here
Microsoft
Phone: +44 (0)800 5871 102
FAQ / Troubleshooting: Click Here
Nintendo
Phone: +44(0)345 6050 247
FAQ / Troubleshooting: Click Here
The item must be returned complete, including all the original manufacturers packaging. Please be as specific as possible about the fault so our test centre can attempt to replicate it. Please also make sure the item is packaged securely for its return back to us.
As this would be no fault of your own we will credit postage costs incurred up to £2.90 back to your ShopTo account. We would recommend returning a small / inexpensive item with Royal Mail via Recorded Delivery. If goods are not sent back to us by recorded delivery and/or in case the goods are lost or not received, ShopTo.Net cannot be held responsible for any loss sustained.
If your item is large and/ or expensive we can arrange a courier to collect this for you. Please contact us via phone or through the contact centre on your ShopTo account to arrange collection.
We understand that being home for a collection is not always possible, this is why we also offer the option to drop the item off at a local DPD pick up point and have the product returned to us. For more information on this, please contact customers services and they will be able to provide information and a return label for your nearest DPD station.
We do test every single return, and if a returned item is found not to be faulty by our ShopTo.net test centre we will return the product to you with a postage charge not exceeding £2.90 for small / inexpensive items and £9.50 for large and/or expensive items. To prevent this please explore every possible avenue to try and get your product operating as it should be before returning and contact the manufacturer if necessary for assistance.
Please note that for International customers with faulty / defective items you will need to contact the manufacturer directly for assistance with replacing your goods, or return the item to us at your own expense for replacing / refund.
Items that develop a fault
If you have an item that develops a fault after 6 months, we may request engineers report or information from the manufacture to confirm that the fault is inherent. Please note that items that appear physically damage will be rejected if this is believed to have been caused due to misuse or general wear and tear. Our decision is final on all returns.
Sony
Phone: +44 (0)203 5382 665
FAQ / Troubleshooting: Click Here
Microsoft
Phone: +44 (0)800 5871 102
FAQ / Troubleshooting: Click Here
Nintendo
Phone: +44(0)345 6050 247
FAQ / Troubleshooting: Click Here
The item must be returned complete, including all the original manufacturers packaging. Please be as specific as possible about the fault so our test centre can attempt to replicate it. Please also make sure the item is packaged securely for its return back to us.
As this would be no fault of your own we will credit postage costs incurred up to £2.90 back to your ShopTo account. We would recommend returning a small / inexpensive item with Royal Mail via Recorded Delivery. If goods are not sent back to us by recorded delivery and/or in case the goods are lost or not received, ShopTo.Net cannot be held responsible for any loss sustained.
If your item is large and/ or expensive we can arrange a courier to collect this for you. Please contact us via phone or through the contact centre on your ShopTo account to arrange collection.
Collections from DPD pick up points
We understand that being home for a collection is not always possible, this is why we also offer the option to drop the item off at a local DPD pick up point and have the product returned to us. For more information on this, please contact customers services and they will be able to provide information and a return label for your nearest DPD station.
Testing
We do test every single return, and if a returned item is found not to be faulty by our ShopTo.net test centre we will return the product to you with a postage charge not exceeding £2.90 for small / inexpensive items and £9.50 for large and/or expensive items. To prevent this please explore every possible avenue to try and get your product operating as it should be before returning and contact the manufacturer if necessary for assistance.
International Returns (OUTSIDE OF THE UK)
Please note that for International customers with faulty / defective items you will need to contact the manufacturer directly for assistance with replacing your goods, or return the item to us at your own expense for replacing / refund.
Damaged in transit or not what I ordered
Any damaged items must be reported to our customer service team within 48 hours of receipt, images of the damage may be requested. We will accept a return up to 7 days after receipt if it has been damaged in transit, not what you ordered or not as described. As long as the item is unopened and unused this will be accepted for refund immediately. We would recommend returning a small / inexpensive item with Royal Mail via Recorded Delivery. If goods are not sent back to us by recorded delivery and/or in case the goods are lost or not received, ShopTo.Net cannot be held responsible for any loss sustained.
Images maybe requested before a return is authorised, please make sure you have these available.
As this would be no fault of your own we will credit postage costs incurred up to £2.90 back to your ShopTo account. A full refund or replacement of the item can be issued on its return to us.
If an order arrives damaged this must be reported to us within 48 hours of arrival, after this period we will be unable to accept the product back. Please make sure all courier deliveries are checked before being signed for.
Images maybe requested before a return is authorised, please make sure you have these available.
As this would be no fault of your own we will credit postage costs incurred up to £2.90 back to your ShopTo account. A full refund or replacement of the item can be issued on its return to us.
Damaged Items
If an order arrives damaged this must be reported to us within 48 hours of arrival, after this period we will be unable to accept the product back. Please make sure all courier deliveries are checked before being signed for.
Unwanted item
If you change your mind about your purchase you may return it to us within fourteen days of receipt. As long as the item is unopened and unused this will be accepted for a refund immediately. We would recommend returning a small/inexpensive item with Royal Mail via Recorded Delivery. If goods are not sent back to us by recorded delivery and/or in case the goods are lost or not received, ShopTo.Net cannot be held responsible for any loss sustained. Please note postage costs will not be covered as this would be no error on our part.
Images may be requested before a return is authorised. Please make sure you have these available.
Please note, items purchased as part of a bundle cannot be returned as unwanted, unless the entire bundle is returned back to us. We cannot accept single bundle items back when purchased as part of a bundle order.
If you receive an order placed through our Electronics section and wish to return this back to us, the item must be unopened and not used and there will be a 10% restocking fee deducted from the cost of the item upon return.
This fee is a charge made by our supplier, to cover the cost of shipping and collection.
Images may be requested before a return is authorised. Please make sure you have these available.
Please note, items purchased as part of a bundle cannot be returned as unwanted, unless the entire bundle is returned back to us. We cannot accept single bundle items back when purchased as part of a bundle order.
Unwanted Electronic items
If you receive an order placed through our Electronics section and wish to return this back to us, the item must be unopened and not used and there will be a 10% restocking fee deducted from the cost of the item upon return.
This fee is a charge made by our supplier, to cover the cost of shipping and collection.
FAQ
How long will it take to process my return?
We aim to process returns within 48 hours of receipt. This estimate can vary though over busy periods such as Christmas.
How should I package my item that I am returning?
Please securely package your item in a padded envelope or box depending on the size.
Which carrier should I use to return my item?
We would recommend returning a small / inexpensive item with Royal Mail via Recorded Delivery. If goods are not sent back to us by recorded delivery and/or in case the goods are lost or not received, ShopTo.Net cannot be held responsible for any loss sustained.
My item is unwanted or incorrect but I have unsealed it?
If your item has been opened and unsealed this will not be eligible for return. Your item must be returned sealed (as new) in order for it to be accepted for a full refund.
Do I need to provide proof of purchase or an order receipt with my return?
This can be included however it is not required. We require all returns to include a complete returns form to help process them efficiently as possible.
I don’t have a printer, how do I include a returns form with my return?
We are able to accept handwritten forms as long as they include all specified information from each field displayed on the returns form.
What if my item develops a fault after the 12 month warranty period?
If your item develops a fault after the 12 month warranty period it will no longer be covered by our store. It may still be covered by the manufacturer, please contact them for assistance. Details of how to contact the manufacturer can be found in the product manual.
Collections from DPD pick up points
We understand that being home for a collection is not always possible, this is why we also offer the option to drop the item off at a local DPD pick up point and have the product returned to us. For more information on this, please contact customers services and they will be able to provide information and a return label for your nearest DPD station.
The item I wish to return is large and/or expensive, how should I return this?
For unwanted items, please return your large and/or expensive item via a tracked courier.
For Damaged/Faulty please contact our team via the helpdesk section of your ShopTo account to arrange a collection.
For Damaged/Faulty please contact our team via the helpdesk section of your ShopTo account to arrange a collection.
A collection for my item has been arranged but I was unavailable or the item was not ready for collection?
Due to the cost incurred in failed collections, if the item is not ready for collection or the courier receives no answer on the arranged date you will be required to return the item at your own expense
When can my large and/or expensive item be collected?
We offer collections via courier Monday-Friday (excluding bank holidays). We are unable to specify an exact time on the day, however collection will take place between 9am-5pm.
Does my return need to include images?
We would always advise to retain images of the item received, as they maybe requested before a return is authorised.
Does my return have to include the manufactures packaging and all original contents?
The item must be returned complete, including all the original contents and manufacturers packaging.
When making payment I used membership points for discount, will this affect my refund?
The total amount charged to card or PayPal will be fully refunded, with the membership points used being reverted back to your ShopTo account.
