In the unlikely event that you want to return an item, our policy lasts 14 days from when the item is received at the delivery address. You must raise a return within the 14-day period, should the return be granted you must ensure your item is returned to us within 14 days of the acceptance, failure to do so may result in the item being returned to you.
To be eligible for a return, your item must be unused and in the same condition that you received it. If the item arrives damaged you must inform us, within 24 hours, and provide photos showing the damage. It must also be in the original packaging. If upon arrival, with us, it is not in the original condition and/or used we will return the item to you or offer you a partial refund.
Some items cannot be returned or refunded:
- Gift cards
- Downloadable software products
- Opened software (unless faulty upon arrival)
To complete your return, we require a receipt or proof of purchase in the email you send us, this can be the invoice we sent you during the order process, failure to do so will result in your return process being delayed.
Please do not send your purchase back to the manufacturer. Though if you are having technical issues you may contact them for support, most manufacturers will ask you to contact them first for technical assistance before considering a return^.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 28 days after delivery
Refunds (if approved):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. This email will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 3 to 5 working days.
Late or missing refunds:
We aim to get you your refund as soon as physically possible, but sometimes events out of our control prevent us from doing this, in the event you seem to be missing your refund please do the following steps:
First, check your bank account, we know you may have checked already but have another look in case you have overlooked it.
Contact your bank directly, the payment may not have cleared yet and it is still being processed, refunds can take 3 to 5 working days, from the date it was authorised.
Check your PayPal account, as we have chosen PayPal as the main payment method we recommend checking there, this should show you that the refund is on its way to you.
If you’ve done all of this and you still have not received your refund yet, please contact us at ad***@kt****.com
We only replace items if they are defective or damaged on arrival, you should check your item as soon as it arrives and report any damages to us, no later than 24 hours. If you need to exchange it for the same item, send us an email at re*****@kt****.com, along with photos of the damages, for more information on how to organise an exchange with you.
We will only perform an exchange, or collection, at the delivery address, this means that if you have used a forwarding service, the item will need to be returned to the forwarding provider, by a specified date.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
Any items that are deemed to have customer-induced damage (e.g. bent pins on a CPU/motherboard) will be processed under a chargeable repair.
If the item was marked as a gift when purchased, the person who made the purchase must arrange the return for you, and the refund will be made to them.
You must contact us about returns, we may need you to return the item to our supplier rather than our office, contacting us allows us to inform you of this and avoid confusion.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable*. You will also be responsible for ensuring the item is returned to us within 14 days of the return being granted. We highly recommend returning the item as soon as the return has been granted, to avoid disappointment.
If you are shipping an item over £50, you should consider using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
^Please note that if you contact the manufacturer and they exchange the item for you, we will no longer be able to offer a refund or exchange for the item.
*If the item is damaged or faulty, we will cover the costs of the exchange or if you are returning it for a refund, we can arrange a collection of the item or we can refund the return delivery costs, providing you send us proof of postage and cost.
PLEASE NOTE: The majority of products we stock come with a manufacturer’s warranty which extends past our 12-month guarantee. Should you have any issues beyond the 12-month point, you should contact the manufacturer.