We sell to both consumers and businesses, and the rules are genuinely different depending on which you are. Worth working out which applies to you before you send anything back.
You're a consumer if you bought for personal use rather than for a business or commercial operation. You have statutory rights on top of our own returns policy.
You're a business customer if you bought in the course of a business, trade or profession. That includes public sector and not-for-profit organisations. Your purchase is governed by our standard business terms and conditions.
The main difference is this. Consumer statutory rights, meaning the 14-day right to change your mind and the 30-day right to reject faulty goods, don't apply to business purchases. Business purchases are governed by contract instead, and the deadlines are a lot shorter.
Not sure which you are? Email [email protected] before returning anything.
Consumer purchases
Your legal rights
Buying online, by phone or by mail order, you can cancel from the moment you order until 14 days after you receive the goods, and you don't have to give a reason. You then have another 14 days to send them back. See What if I change my mind about my order?
Separately, if goods are faulty you have a short-term right to reject them for a full refund within 30 days of receiving them. After that you're entitled to a repair or a replacement.
Our returns policy
On top of your legal rights, we give you 30 days from receipt to ask for a return if the item just isn't right for you. To be eligible it needs to be unused and in the condition you received it, in its original packaging unless it's faulty, and you'll need a receipt or proof of purchase.
Email [email protected] to ask for a return. If we approve it we'll tell you where to send the item. Anything sent back without approval first can't be accepted.
What we can't take back
These aren't eligible under our own returns policy:
activated drones and activated software, which we can't accept back as a change-of-mind return once they've been activated
custom-made and special-order products
online training courses and digital products, once you've accessed them
gift cards
If the item turns out to be faulty, your legal rights still apply and none of the above changes that. Get in touch and we'll deal with it.
Refunds
Once we've received and inspected your return we'll let you know the outcome. Approved refunds go back to the payment method you used.
Where you've cancelled under your legal right to change your mind, we'll refund you within 14 days of getting the goods back, including the standard delivery cost you paid. How quickly it then lands in your account is down to your payment provider.
Exchanges
The quickest route to a different item is to return the original and place a new order once the return is approved.
Business purchases
Business orders are governed by our standard business terms and conditions. The consumer rights above don't apply, and the deadlines below are short, so please read them before your delivery turns up.
Inspect on arrival
Goods must be inspected immediately on delivery or collection. Any damage, defect or shortage has to be reported to us within three calendar days, with full details of the problem. We may need to inspect the goods ourselves to verify it.
Report faults before you use it
Faults have to be reported before the product is used. A product that's been used before a fault is reported is deemed accepted, and won't be treated as faulty or be eligible for a return or refund. Activated drones can't be accepted for return.
This is the clause that catches people out more than any other, so it's worth briefing whoever receives and commissions your kit.
Remedies and refunds
Where a valid fault is confirmed, we may repair the goods, replace them, or provide a full or partial refund, at our discretion. Where a refund is agreed it's processed once entitlement has been confirmed, in line with our business terms.
Either way
Check your order when it arrives and tell us straight away if anything is defective, damaged or incorrect. See What should I do if my order is incomplete or incorrect?
For any return, call 0330 111 7177 or email [email protected].
Where this article differs from our full returns policy or your contract terms, those documents take precedence. Nothing here affects your statutory rights.