What Is Your Returns Policy?
We want to give you a hassle-free way to return anything, either as a UK or an International customer. As long as it’s within 30 days of receiving your item you can return it for either a full refund or exchange. We require all items be returned in brand new condition, with ALL the original packaging and tags in place.
The parcel remains your responsibility until it arrives with us - remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it.
We want you to be totally satisfied with your order, so if for any reason it’s not suitable we are here to help.
In addition to your statutory rights, if you wish to return goods outside of the 7 day cancellation period, we operate a 30 day faulty returns period.
All of the products on sale have met our high quality-control standards.
Refunds will be for goods only and will not include any carriage costs paid to us.
Please ensure that all returns are securely wrapped and packaged.
We recommend using a posting method that provides proof of delivery and can compensate for lost or damaged goods for higher value items.
We cannot be held responsible for any units that have been damaged in transit.
We will not be held responsible for any defects that may occur to the product because of incorrect usage.The battery should be installed by a registered installer who may check any defects with the battery first before installing it.
Any goods found to be defective within 90 days will be replaced
if you wish to return goods which are not faulty; we will accept the return providing the goods are in a good clean condition in the original packaging and having not been used.
Items returned for a refund, when the goods are not faulty will be charged a handling fee of 15% plus the postage cost incurred to send the item to you originally.
Refunds by credit card are made to the same credit card that was used for the original purchase. Please be aware that it may take up to 14 days for your card to be refunded. The above conditions are in addition to your statutory rights, which are not affected.
Refunds to UK customers for cheque payments, bank transfers and bank deposits are made via return cheque.Paypal payments will be refunded through paypal only.
If you have not received your order within 15 working days of dispatch for Royal Mail Second Class or First Class delivery or 20 working days for Royal Mail International Delivery (not including Sundays), you must immediately advise Online Traders Limited Customer Services of the delay/loss. We will send a replacement after investigating.Please be advised that we cannot send a replacement until the 15 days has gone passed.
How Do I Return An Item(s)?
Please contact us to arrange a return and we will be more than happy to assist you in the best way to return the product(s). You will need to package the item securely and include a completed returns form which can be requested.
Our returns address is
Online Traders Limited
Online Traders Returns Dept
32 St. Mary's Street
Returning A Parcel From Within The United Kingdom
When an item is Faulty
If you item is faulty, you may qualify for a pre-paid label, please contact our customer service team before you return your item for the best way to proceed.
When you don't qualify for a free returns service
If you do not qualify for a free return you can simply send the item back to us via your preferred method, however we do recommend you use a traceable service so that you can track your items.
As an International customer, you can return your parcel using any postal service. As long as it’s within 30 days of receiving your item, you can return it for either a full refund or exchange.
Please note: - you'll need to cover the postage costs yourself.
Please complete the returns form and return the item to the address above.
Once the item arrives back at our warehouse, a member of our customer service team will contact you within 24hrs to discuss the return. A refund or exchange will be processed depending on what you have requested.
When Will I Receive My Refund/Replacement?
Processing your return quickly is our priority and a refund / replacement will be done as soon as the item is returned to our warehouse. We aim to turnaround all orders within 5 working days and process a refund or dispatch your exchange within this timeframe. During festive and sales periods this may be extended slightly.