Your online cancellation right
For eligible distance purchases of hardware, tell the trader that you want to cancel within 14 days after you receive the goods. You then normally have a further 14 days to return them. This is not limited to unopened boxes: you may handle goods as you would reasonably be allowed to in a shop. A deduction may be permitted for handling beyond what is needed to establish nature, characteristics and functioning.
How to request a return
Use the support form with your name, order reference, the item and a clear statement that you wish to cancel. Do not send goods to the example address in the footer. A verified returns address, return instructions and the allocation of return postage must be supplied before real trading. For a simple change of mind, the consumer may be responsible for direct return costs only where properly informed before purchase.
Refund timing and delivery charges
For a valid cancellation, refunds are generally due within 14 days after the trader receives the returned goods or evidence they were sent back, whichever happens first. Standard outbound delivery is normally refundable when cancelling the entire eligible order. Any extra cost of a premium delivery option need not be refunded. Refunds normally use the original payment method, unless otherwise agreed without a fee.
Faulty or misdescribed goods
Your statutory rights for faulty, not-as-described or unfit goods are separate from change-of-mind cancellation. UK consumer law includes a short-term right to reject in relevant circumstances and further repair, replacement or refund remedies. A manufacturer warranty or Access membership does not replace those rights, and you do not need Access to exercise them. Contact us promptly with the problem and order reference; reasonable faulty-return costs are the trader’s responsibility.
Access and setup services
Monthly and annual plans can be cancelled to stop future renewal. Statutory cancellation rights for services still apply. A trader seeking to begin a service during the cancellation period needs your express request and must explain any proportionate charge. A fully performed service can only lose its cancellation right where the legal consent and acknowledgement requirements are satisfied. No such early-start request is assumed in this preview checkout.
Official guidance
Read the UK Government’s returns and refunds guidance. This draft requires review against actual products and operations before launch; it does not narrow statutory rights.