Returns
Returns
My product arrived damaged
Please contact us immediately on 0845 600 4696 to report any damage.
It's rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver. If you can, please take pictures of the damage.
How to report a damaged product:
- Contact our Returns Team by email returns@eolonline.co.uk
- Please attach any pictures of the damage to your email
- We will respond to you within 48 hours to inform you of the next steps
My new product is faulty
We’re here to help.
It’s worth noting that all our new products come with at least 12 months warranty for customers in the UK. You can contact us direct to return a faulty product but we often find it’s useful for you to contact the manufacturers helpline first, they can help you diagnose the fault and try to resolve it on the call – we find that most returns enquiries can be resolved over the phone. If the manufacturer can’t resolve the problem for you, they’ll give you a fault reference number.
If you still want to speak to us, please see the details on our Contact Us page and we'll be more than happy to help.
How to return a faulty item to us:
Where possible we recommend contacting the manufacturer helpline first and obtain a fault reference number. While this isn’t necessary it does help speed up the process.
- Contact our Returns Team by email returns@eolonline.co.uk
- We'll arrange to collect the product. You should also make sure the product is securely packaged for the journey. Make sure you include all accessories that arrived with the product.
- Once we've received the product back we'll check it over and then contact you with the next steps.
Simply contact us within 14 days from the day after delivery to return your order.
- Contact our Returns Team by email returns@eolonline.co.uk
- We'll get back to you within 48 hours to authorise the return
- You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey
- Please ensure you use a tracked service, we will not be held liable for any items lost in transit
- Once we've received the product back we’ll check it over and then contact you with the next steps
If you are contracting as a Business / Trade customer, this clause does not apply. Any orders by or on behalf of a business cannot be cancelled once they have been placed. An order will be deemed to be a Business Order, if it is paid via business bank account or business debit / credit card, or a company address or purchase order number has been provided.
Some items bought online or by mail order cannot be returned because you change your mind. These include: CDs, DVDs or software if the seal is broken on the wrapping. Please see section 28(3)(b) of the Consumer Contracts Regulations 2013 for further information
We cannot be held responsible for loss of data. Your data is your responsibility and you should take all necessary precautions to reinstate if a loss occurs. It is possible that hard drives and/or solid state drives may be formatted or replaced when returned under warranty regardless of any correspondence stating otherwise.
Refunds
For refunds, we will make the reimbursement without undue delay, and not later than:
- 14 days after the day we receive back from you any goods supplied, or
- (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
- if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.