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Returns

Returns Form

To return a product please print this returns form and follow the below instructions (if you do not have a printer a written form with this same information is fine). For large faulty items and hardware please call us on 0844 318 1328 to arrange a collection. Please have your order number and delivery details to hand.

Unwanted Goods

If you change your mind about your purchase you may return it to us unopened at your own expense within 14 days of receipt for a full refund; after 14 days we do not accept returns. We do not accept returns for non-faulty unwanted items in any circumstance if they have been opened/unsealed. No returns authorisation code is required but please ensure the item is packaged securely and includes our return form. PLEASE RETURN GOODS VIA RECORDED DELIVERY ONLY. If goods are not sent back to us by recorded delivery and/or in case the goods are lost or not received, ShopTo cannot be held responsible for any loss sustained. If you are returning hardware we advise you to send the product via a courier company or a Royal Mail service with extended insurance so you are adequately covered should the item be lost or damaged in transit.

Faulty Goods

If you believe your item is faulty we ask that you first contact the manufacturer for assistance. Details on how to contact the manufacturer can usually be found with the manual that comes with the product. The manufacturer will be able to offer the best possible advice to help you get your product working and diagnose if it is actually faulty.

If diagnosed as faulty within the first 6 months of purchase you may return the product to us for a replacement or refund should the item no longer be available. If your purchase is older than 6 months please contact the manufacturer for assistance under the manufacturers warranty.

Please note we can only accept a faulty return if your item is returned complete, including all the original manufacturers packaging, so please do not throw this away upon purchase or we may not be able to accept the item back. When returning a good please be as specific as possible about the fault on the returns so our test centre can attempt to replicate it. Please make sure the item is wrapped securely to avoid damage. Usually the cardboard box in which the product was originally sent in can be used.

We are also only able to accept returns of products with an inherent fault and not items that are no longer operating due to neglect or other means of damage - ex. disc scratching caused by hardware.

PLEASE RETURN GOODS VIA RECORDED DELIVERY ONLY, DO NOT USE SPECIAL DELIVERY. If goods are not sent back to us by recorded delivery and/or in case the goods are lost or not received, ShopTo cannot be held responsible for any loss sustained.

For returns found to be faulty we will credit your postage costs up to £2.90 to your ShopTo account that will be created to dispatch your order. For faulty items we will either replace the product with the same or offer a refund should the product no longer be available.

FAULTY HARDWARE: For faulty hardware and large items please telephone us on 0844 318 1328 to arrange a collection of your item. Due to the cost incurred in failed collections, if the machine 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. ShopTo cannot accept any responsibility for any return postage costs if we are not contacted before you send your item back.

INTERNATIONAL FAULTY ITEMS: Please note that for International customers with faulty items you will need to contact the manufacturer directly for assistance with replacing the faulty goods, or return the item to us at your own expense for replacing.

Damaged Goods

If your item arrives in the post damaged please contact us immediately on 0844 318 1328. If a small problem such a broken video game case we may be able to replace this directly for you to prevent taking the entire product back.

If you do need to return a damaged product we will require the original packaging the item arrived damaged in.

Incorrect Items

In the unfortunate event that we send you the incorrect item or multiple copies of the same item you may return the product to us unopened within 14 days of receipt for a full refund. We will refund your PayPal account the total sale amount and refund your return postage cost up to £2.90. This will be completed once we have received and processed the item (please allow up to 14 days). Please package securely and return by Recorded Delivery along with our return form.

Testing

We do test every single return and if a returned product is found not to be faulty by our ShopTo test centre we will return the product to you. 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 for assistance to verify there is fault.

Returns Address

Please send all returns to the following address:

ShopTo Returns Department
Unit 2 The Western Centre
Western Road
Bracknell
Berkshire
RG12 1RW

Processing Time

We aim to process returns within 72 hours of receipt when possible. Unfortunately during busy periods such as major game releases and Christmas this can take longer. Please allow up to 7 working days for your return to be processed. You will be automatically notified via e-mail when your return has been processed.