Service & Support
Returns & Cancellations
Whilst we want you to be happy with your new purchase, we understand sometimes you may change your mind. If you need to return your order within the 14 working days cooling-off period, you will be responsible for the cost of returning the product(s) in their original condition* to the 'Euronics Agent' (Specialist) or to our returns centre if the product has been home delivered by courier, or where applicable, of them collecting the Product(s) from you.
Upon receipt of the product, we will refund the price of the Product(s) in full, including any initial delivery charges, less the cost (incurred collecting the product(s), and replacing any missing items (or accessories. We will process the refund due to you as soon as possible and, in any case; within fourteen days of the day we take receipt of the Product(s).
*Original condition refers to boxed and unused.
Where the item is a small domestic item (such as a kettle or toaster) you may open the box in order to inspect the item, however the box must be sealed and content placed back as they were.
Where the item is a large appliance (such as a washing machine or refrigerator), there is packaging that once removed, cannot be replaced and therefore removal of this constitutes acceptance of the product. Installation of an item would also constitute acceptance.
In both cases, should you return an item that we deem as unsaleable at its original value we do reserve the right to withold up to 50% of the original item value.
If you are returning Product(s) that are faulty, you will not be responsible for any collection costs. You will need to contact your partnered specialist who will initially look at resolving the issue. If this is not an issue that they can resolve, and the product is less than 30 days old, then the product can be returned, at our cost, and you will receive a full refund. However, if any accessories are missing, the cost of these will be deducted from your refund.
Should you wish to return Product(s) yourself, you should:
Step 1. Contact your partnered specialist, as they will provide you with a returns tracking document for you to complete and send back with the Product(s), along with a copy of your proof of purchase. Any Product(s) supplied must then be returned at your own expense, within 7 days of your notice to us. If your order was home delivered by a courier, please contact our customer care team for a returns authorisation number before returning your item.
Step 2. Arrange for your chosen courier to collect and return the Product(s) to your partnered specialist address. All Product(s) returns must be insured to their full retail value.
Step 3. Once the Product(s) have been safely returned to your partnered specialist, they will carry out an inspection. We cannot accept unboxed or opened items and any Product(s) being returned by you should be new, in the original box and still sealed.
Step 4. If the Product(s) are in their original sealed packaging and have not been opened, we will issue a full refund. We do however reserve the right to withold up to 50% of the original item value, should there be a missing item, or damage to the item/s. Your return will be assessed upon receipt and you will be contacted thereafter if a reduced refund is required.
We do understand that occasionally you may experience a problem or have a defective product, and we are here to help. The first steps will be to see if we can resolve the situation. To do this you simply contact your partnered specialist who will be happy to come and sort out any issues you have with your product. We will have advised you of whom your partnered specialist is, by email on confirmation of delivery.
Less than 30 days from purchase
If the product is under 30 days old and the specialist is not able to resolve the issue, they can arrange to have the product replaced, or returned and a full refund, including delivery charges, issued. Unfortunately, if any accessories such as leads, remote controls, hoses or shelves etc are missing, you will be charged the cost of their replacement (see full Terms of Supply for cost).
More than 30 days from purchase
If the product is over 30 days old we would advise you to contact the product manufacturer in the first instance to arrange an engineer visit in order to resolve the issue under warranty, or replace the product. If you are unable to resolve the issue directly with the manufacturer, then please do speak with your specialist for further support.
Changed your mind?
If the product is not what you wanted or you've simply changed your mind during the first 14 days, we'll exchange or refund any unopened item. For a small charge, you can arrange for your partnered specialist to collect the product from you if it was delivered to you by them. If the order was home delivered by courier, or if you wish to return products yourself, you should either:
Contact your partnered specialist, they will provide you with a returns tracking document for you to complete and send back with the Product(s), along with a copy of your proof of purchase. Any Product(s) supplied must then be returned at your own expense, within 7 days of your notice to us.
After speaking with our customer care team, arrange for your chosen courier to collect and return the Product(s) to your partnered specialist address. All Product(s) returns must be insured to their full retail value. Once the Product(s) have been safely returned to your partnered specialists, they will carry out an inspection. We cannot accept unboxed or opened items and any Product(s) being returned by you should be new, in the original box and still sealed.
If the Product(s) are in their original sealed packaging and have not been opened, we will issue a full refund.
If the item is new but has been unboxed, we reserve the right to ask for a restocking fee. The value of the fee will be determined by our customer care team, whom you should call before returning any item/s to us.
We can arrange for collection of your order. For a small charge, your partnered specialist may be able to collect the product and return it safely to us where we will issue you a refund less the cost of the return and any missing accessories. Please see the full Terms and Conditions section for the returns charges. (see full Terms of Supply for costs)
Please contact the specialist with whom you have been partnered if you wish to return defective Product(s). You will then be contacted to discuss available options (including replacement or repair) and where appropriate may examine the Product(s). If your order was home delivered by courier, please contact our customer care team. Product(s) returned by you because of a defect will be refunded in full, including a refund of the delivery charges and the reasonable cost incurred by you in returning the item (less a reasonable sum for any missing items such as leads or remote controls). Any refund due will be processed once the Product(s) have been inspected by our specialist.
This provision does not affect your statutory rights.