Return & Refund Policy
We prioritise your satisfaction. This policy clarifies your rights and the procedures for returns and refunds, ensuring a straightforward experience. It applies to all orders shipped within the United Kingdom and complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
- Your Right to Change Your Mind (Buyer's Remorse)
Under the Consumer Contracts Regulations, you can cancel your order for any reason.
Return Window: You have 30 days from the day of delivery to notify us of your wish to return an item. Once you have notified us, you have another 14 days to return the goods to us.
Condition of Items: Products must be returned new, unused, and resalable, with all original packaging and parts. We may deduct from your refund for any loss in value due to unnecessary handling by you. "Unnecessary handling" is any handling beyond what is necessary to establish the nature, characteristics, and functioning of the item (e.g., more than you might do when examining goods in a physical shop). For spare parts, this means visual inspection is permitted, but installing or attempting to install the part is considered use, not inspection.
Return Shipping Costs: You are responsible for return shipping costs for change-of-mind returns. We recommend tracked shipping, as we are not responsible for lost or damaged items during return transit.
Refund: We will issue a full refund for the product and our standard outbound delivery cost. If you chose express delivery, only the standard delivery cost will be refunded.
2. If Your Item is Faulty, Damaged, or Incorrect (Your Statutory Rights)
Under the Consumer Rights Act 2015, you have statutory rights for faulty, misdescribed, or unfit-for-purpose goods.
Your 30-Day Right to Reject: You have a legal right to reject unsatisfactory, unfit-for-purpose, or misdescribed goods for a full refund within 30 days of delivery.
Repair or Replacement: If a fault is discovered after 30 days but within six months of delivery, you are entitled to a repair or replacement. If unsuccessful, you can claim a full or partial refund.
Return Shipping Costs: We will refund all reasonable return shipping costs for confirmed faulty, damaged, or incorrect items to you within 2 days of receiving the item.
Testing of Returned Items: Please note that all items returned as 'faulty' will be tested by our technical team. If an item is found to be fully functional, we will contact you directly to explain our findings. As the item is not faulty, a refund under the faulty goods provision of the Consumer Rights Act 2015 does not apply. We will hold the item for you and can arrange for it to be shipped back to you at your cost.
3. How to Initiate a Return
To ensure a smooth process, follow these steps:
Use our Self-Service Portal: The fastest way to start a return is via our online returns centre: https://buytofix.returnscenter.com/
Provide Details: Include your original order number, a list of products being returned, and the reason (e.g., changed mind, faulty item).
For Faulty Items: Provide a clear fault description. For visibly damaged items, include photos of the shipping box and the damaged item.
Ship the Item: Once your return is authorised, we will provide the dispatch warehouse address. We are not responsible for customs duties on express courier returns.
Share Tracking Information: After shipping, email us the return parcel's tracking number.
4. Refund Processing
Method: Refunds will be issued to your original payment method.
Timing: We will process your refund within 2 days of receiving the returned item. You will be notified by email once the refund is issued.
5. Exceptions & Non-Returnable Items
The following items are not eligible for "Change of Mind" returns:
Installed Spare Parts: Any spare part installed in a device.
Improperly Installed LCDs: Damage to LCD screens due to incorrect installation.
Please Note: These exceptions do not affect your statutory rights. If an item is faulty upon arrival (before installation), you are still entitled to a remedy under the Consumer Rights Act 2015 (Section 2). If a fault develops after installation, we will assess the item to determine if the fault is inherent to the product or a result of installation damage. The burden of proving that a fault was caused by the consumer rests with us during the first six months after delivery.
- Order Cancellations
Before Shipment: You can cancel your order for a full refund before it ships.
After Shipment: Shipped orders cannot be cancelled. You must follow the "Change of Mind" return process (Section 1).
7. One-Year Warranty Repair Policy
This warranty is additional to your statutory rights under the Consumer Rights Act 2015.
Process: If a purchased item becomes defective within one year of receipt, you may be entitled to a warranty repair. Contact us with pictures or videos of the defect. After confirmation, you can send the item back for repair.
Warranty Exclusions: The warranty does not cover damage from misuse, disassembly, drops, water damage, or other artificial damage. In such cases, you are responsible for all return shipping fees and repair costs.
8. Customer Shipping Address
You are responsible for providing the correct shipping address. Contact us immediately if you realise you've used an incorrect address, as we cannot modify it once the order has shipped.