Refund policy
If something isn't right with your order, we'll sort it. Below is exactly how our returns and refund process works — written plainly, with no small print.
1. Changed Your Mind?
Under the Consumer Contracts Regulations, you have the right to return any item within 30 days of delivery.
- Condition: Items must be returned unused, in their original packaging, and in resalable condition. If the item has been handled beyond what you'd do in a shop — for example, a spare part that's been fitted — we may need to deduct from your refund to account for any reduction in value.
- Return shipping: For change-of-mind returns, return shipping is at your cost. Returns go back to the warehouse your order was dispatched from — which may be outside the UK. Use a tracked service; we can't be held responsible for returns that go missing in transit.
- Your refund: Once we receive and inspect the item, we'll process your refund within 2 business days. We'll refund the product price plus standard outbound delivery. Express delivery costs are not refunded.
2. Faulty, Damaged, or Wrong Item?
This is covered by the Consumer Rights Act 2015, and we take our obligations under it seriously.
- 30-day right to reject: If your item arrives faulty, not as described, or unfit for purpose, you have 30 days from delivery to return it for a full refund.
- Damaged on arrival: Check your order when it arrives. If anything looks damaged in transit, let us know within 48 hours — it helps us resolve things faster with the carrier. Your legal rights aren't affected if you miss this window, but early notification helps us help you sooner.
- After 30 days: If a fault appears within six months of delivery, you're entitled to a repair or replacement first. If that doesn't resolve it, you can claim a full or partial refund.
- Return shipping for faulty items: We cover reasonable return shipping costs for confirmed faulty, damaged, or incorrect items. Refunds are processed within 2 business days of receiving the return.
- We test everything returned as faulty: If our team finds the item is fully functional, we'll explain our findings and hold the item for collection or return at your cost. We don't issue faulty-goods refunds for items that test as working.
Faulty item worth £25 or less? You don't need to post it back.
Send us a video instead. Here's what we need:
- A clear video showing the fault and any troubleshooting you've tried
- The item and its packaging visible in the footage
- Email to sales@buy2fix.co.uk with your order number in the subject line
Once we've verified the fault, we'll process your refund or dispatch a replacement — no postage required. This doesn't affect your right to return the item physically if you'd prefer.
3. How to Start a Return
Use our self-service returns portal to log your return, get the return address, and track progress:
You'll need your order number, the item(s) you're returning, and the reason for the return. For faulty items, include a description of the fault and photos of any visible damage.
Once your return is approved, we'll confirm the return address — which will be the origin warehouse your order was dispatched from. After posting, please email us the tracking reference so we can keep an eye on it.
Return shipping costs, customs declarations, and import duties on international returns are your responsibility. If you're sending something back, make sure it's clearly marked as a return on the customs form — misdeclared parcels can be held or destroyed, and we can't refund those.
4. When Will I Get My Refund?
Refunds are processed within 2 business days of receiving and inspecting your return. You'll receive an email confirmation once it's issued. All refunds are returned to your original payment method.
5. What Can't Be Returned
Two things we can't accept back as change-of-mind returns:
- Installed spare parts — once a part has been fitted to a device, it can no longer be returned as unused
- LCDs damaged during installation — damage caused by incorrect fitting isn't covered under change-of-mind returns
Neither of these affects your statutory rights. If an item is faulty before installation, you're fully covered under the Consumer Rights Act 2015. If a fault develops after installation, we'll assess whether it's an inherent product defect or installation damage — and during the first six months, the burden of proof is on us, not you.
6. Cancelling an Order
- Before it ships: Contact us immediately and we'll cancel for a full refund.
- After it ships: Once an order has left our warehouse, it can't be recalled. Follow the change-of-mind return process in Section 1 once it arrives.
7. One-Year Warranty
Beyond your statutory rights, we stand behind our products with a one-year warranty on defective items. If something stops working within a year of delivery, get in touch with photos or a video of the issue. If we confirm it's a product defect, we'll arrange a repair or replacement.
Not covered: damage from misuse, drops, water ingress, unauthorised disassembly, or accidental damage. In those cases, return shipping and any repair costs are the customer's responsibility.
Need help with a return or refund?
💬 WhatsApp: +44 7456 317760 — we reply fast.
📧 sales@buy2fix.co.uk
🕐 Monday–Friday, 9:00 AM – 5:00 PM GMT