Returns & Refunds

We want you to be happy with your purchase but if you’re not, please return the unused product to us within 90 days of receiving your order.

If you return your order to us, we’ll process your refund immediately (though it can take up to 5 days for the bank to transfer the funds to you).

For all online orders, you’re also able to print pre-paid returns labels, arrange collection and track returns yourself.

If you have a faulty electrical item, please call our Technical Support helpline on 0203 393 4940 from 8am – 9pm weekdays, 8am – 8pm Saturdays and 10am – 6pm Sundays. For all other faulty items, please email customerservice@uktvsdirect.co.uk, or call Customer Services on 0203 393 4940

When you post a product, it can take up to 14 days of your returning the item(s) to receive your refund.

If you return your order directly us, we’ll process your refund immediately (though it can take up to 5 days for the bank to transfer the funds to you).

Please return the unused product to us within 90 days of receiving your order. Once returned, we’ll refund the person who originally placed and paid for the order. This includes Clearance and Price Match items.

Are there any products that can’t be returned?

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

  • Computer software that has been opened, or computer software cards that have been redeemed
  • iTunes gift cards

Terms and conditions

  • If you’re unhappy with your purchase, please let us know. Unless faulty, we’d like this to be within 90 days of purchase.
  • If you return your item to one of our shops and you’d like a refund but don’t have your receipt, order confirmation or delivery note, we’ll give you a gift card to the value of the current selling price. Ordinarily if you have your receipt or delivery note we’ll refund the original debit, credit or charge card used to purchase.
  • It’s important that any unwanted item, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that it’s undamaged and unused.
  • Where a product has been specially ordered for you, unless faulty, we’re unable to refund or offer an exchange. See above for the full list of products that can’t be returned.
  • For online or telephone purchases we’ll refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the cost of those items.
  • This does not affect your statutory rights.

When returning your item, the way you originally paid for the purchase will determine how you are refunded.

Credit / debit card

If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

If you are returning your item(s) directly to one of our shops, please make sure you take with you the card that you used to make the purchase.

Paypal

If you paid online using PayPal and return your item via courier, Royal Mail, we’ll refund your PayPal account.

As PayPal is an online payment system, we won’t be able to refund your PayPal account immediately and it can take up to 5 days to be processed. You may prefer to opt for either an exchange, or a gift card with the refund value.

Bank Transfer

If you paid by bank transfer we will refund the the account of your choice. Please note that if the account name you provide differs from the one used at time of purchase we may require photo i.d.

To exchange an item, simply return the unwanted item following our returns procedure and place a new order online for the product you’d like. (Your refund may take up to 14 days)

How long do I have to exchange a product?

In line with our returns policy, you have up to 90 days to exchange a product. This doesn’t affect your statutory rights.

Are there any products that can’t be exchanged?

In line with our refund policy, we can’t offer exchanges (unless faulty or not as described) on the following items:

  • Computer software that has been opened, or computer software cards that have been redeemed
  • iTunes gift cards

What is the refund policy for international items?

We want you to be happy with your purchase. If you’re not, please follow the instructions on our delivery note and return it to us at the address shown, obtaining proof of postage. Unless faulty, we’d like you to make your return within 90 days of purchase, and please note that you’ll need to bear postage costs. If the item is faulty, damaged or not as described, please call us on +44 0203 393 4940, 7 days a week, 7am to midnight (UK time).

How do I return an item by post internationally?

If we’ve sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us on +44 0203 393 4940. We will refund any postal charges you incur to return such items. Please note that this refund will be in sterling, and may therefore not equate exactly to the amount paid, owing to fluctuating exchange rates.

Please make sure that whatever your reason for returning goods, you obtain proof of postage from your post office, and we will credit your account as soon as possible.

When will I receive a refund if I return an international delivery?

If you have returned the item to us, your credit or debit card will be credited within 14 days of you sending the returned item.

What happens if I return a gift sent by international delivery?

We can give you a refund for the item as long as you’re named on the order as the recipient. Otherwise, we’ll need permission from the bill payer. Please contact our International Customer services on +44 0203 393 4940, 7 days a week, 7am to midnight (UK time) and we can discuss your options.