Looking for our Returns Form? You can find the form here
To return a product, please first read though the Terms Of Sale
, then follow our returns online procedure below.
Returns Frequently Asked Questions (FAQ)
Q. What is the best way for me to return my items to you?
A. We always advise our customers to use some form of delivery that requires a signature on delivery. The majority of items are returned to us using Royal Mail Special or Recorded Delivery.
Q. I sent my item back to you but I didn't put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?
A. If the Returns Form (RF) has not been completed this could lead to delays of up to 30 days in processing your return. To avoid this delay, we recommend that if you wish to return goods you first complete a Returns Form either online here
or in writing or in another durable medium using our contact details
Q. I have received an incorrect item, what should I do?
A. You should raise an RF using the described returns system and return the item to us using a traceable and insured delivery agent (e.g. Recorded Delivery or Special Delivery via Royal Mail), please enclose a proof of postage receipt and we will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly. Alternatively you can request that we collect the item from you using our courier, either add a note to the fault report when raising the RF, if we find the item(s) have been supplied correctly a charge may be incurred for the collection.
We know that you will be pleased with your purchases from e-tradecounter.co.uk. However, there may be occasions when you will need to return items to us.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 2 working days. If the items are visibly damaged on receipt, we advise you to sign the carrier's delivery note accordingly. We advise that all products should try to be returned with original packaging complete with all accessories and documentation. We will issue a replacement or full refund to you within 30 days via your original payment method and reimburse your reasonable return carriage costs.
Items Faulty on Arrival
If your items are faulty on arrival, you have 7 calendar days in which to inform us of the fault (please note that for our business account customers, this is 14 calendar days). We advise that items should be returned with original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage. Where the manufacturer has not confirmed that the item is faulty and the value of the item is less than £250 there will be a flat charge of £20 to bring the item back, once back in our possession and we have verified the fault, we'll issue a full refund of the £20 charged.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. All warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated).
Where the manufacturer has not confirmed
that the item is faulty and the value of the item is less than £300
there will be a flat charge of £20 to bring the item back, once
back in our possession and we have verified the fault, we'll issue a full refund of the £20 charged. If the manufacturer has confirmed that the item is faulty under warranty and offered to repair or replace the unit and the value of the item is less than £300 there will be a flat charge of £20 to bring the item back to us if you wish not to proceed with the manufacturers warranty service.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations
(Department for Business, Enterprise and Regulatory Reform - DSR) you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have a further 14 calendar days to do so, at your own expense. Once the item is received at e-tradecounter.co.uk, we will issue a full refund for the product to your original payment method. Please note this policy has some limitations and that some goods are subject to a restocking fee, details can be obtained from Customer Service at time of purchase.
Unfortunately, we cannot make a refund for goods that have been damaged by you after receipt or for goods that have been marked or damaged. The cost of returning the item to us is your responsibility. We recommend you send it to us using a delivery service that insures you for the value of the goods, such as Royal Mail’s Recorded Delivery. Your refund will be credited in the same manner and to the same account used to make the original purchase.
In addition to this policy you should also refer to our Terms Of Sale
We comply with the The Waste Electrical and Electronic Equipment Regulations 2006 part 5 section 31. The The Waste Electrical and Electronic Equipment Regulations 2006 can be viewed here.
If you would like to return an item to us please fill out this form - WEEE Item Returns.