That is no problem. You just need to request a return authorisation from here. Let us know the reason for the return using the drop-down menu. In the notes you can tell us what you would like (refund or replacement).
Do not send back any products until you have received your returns number, and the address for our warehouse. Items sent back to our head office address, or without a returns authorisation will incur long delays in processing.
We ask you to send the product back in it's original packaging, to ensure it reaches us undamaged. If you do not have the original box, then use a suitable box, with sufficient bubble wrap. It's advisable to insure the product as well (it's usually free to do this), as we cannot accept items back that have been damaged in transit. Make sure it is well packaged for return!
I don't have a login to your website!
If you used the quick checkout facility and did not register on our website, don't worry. You can still access your orders, tracking and returns by requesting a password at the login screen. There is an option for Quick Checkout customers to get a password. Once the password is emailed to you, you will be able to login and access all your account features such as support, billing, tracking and returns. If you paid with PayPal your account maybe registered under your PayPal email address
Once a product has been received back to our warehouse, with the correct returns number written on the box, a refund would normally be processed within 2 business days. We will e-Mail you a refund receipt, the evening the money is returned to you. If you don't see this e-Mail, it could be in a Junk or Spam folder. Outlook/Hotmail users may need to add firstname.lastname@example.org to their safe senders list. Alternatively you can download your refund receipt here, once we have made the refund.
All products are returned to us at the buyers cost. We recommend using Royal Mail 2nd Class Signed. The service usually costs around £4.50.
The only exception to this rule, is where an item has arrived damaged, or we have sent the wrong product out. In these two scenarios only we will pay the return postage costs, and send out a replacement screen before the damaged or incorrect one is returned. We must be informed as soon as you receive the product. To let us know, select 'Screen has arrived damaged', or 'I have recieved my screen and it doesn't fit', from our Post-Sales support section.
If we sent a screen which arrived damaged, or is not a compatible model to your original screen, we can pay for 2nd class signed return in the UK (about £4.50), or a maximum of 15 Euros for European destinations.
In all cases we need the receipt emailed to us, we will contact you using the email address you provided and request the return postage receipt in these circumstances. We offer this at our discretion only for items that arrive damaged.
Once a product has been received back to our warehouse, with the correct returns number written on the box, we will usually inspect the product and test it within 24 hours. During very busy times we can take 48 hours to test your screen. If you have asked for a replacement to be sent out, we will do this immediately after testing the screen. We e-Mail you a new tracking number the day we send the replacement out, so you can follow your replacement product resend.
If the screen has been sent back as faulty, and tests okay when it has been returned, we will refund your order and issue you wit a credit note, which will be sent by e-Mail and will also be downloadable from your credit note history here.
Orders can only be cancelled up until the point they are despatched. After this you will need to view our returns procedure and send the item back to us for refund, or refuse the delivery in which case it will automatically be sent back to us and refunded.
You can send any product back to us within 30 days of purchase, and for up to two years under warranty. Within the first 30 days, items can be sent back without needing a reason for the return. It could just be that you changed your mind. We always like to hear why items are being returned, so we can help you further, if you would like to tell us, about the problem you are experiencing with the screen.
To return an item, simply go to your account on our website, and request a return. We'll send you the instructions on how to get the product back to us. We try to process refunds within 48 hours of receiving the product back. Warranty replacements are processed in the same amount of time. If we send a replacement screen to you, we will email you a new tracking number for the resend, once we've despatched it.
For returns within 30 days, once we've checked the item, we will issue the refund and send you a credit note by e-Mail. Often people don't see this message, as it can get caught up in SPAM filters and moved to a Junk folder, so you can also download this from your account on this website.
If you've asked us to replace the screen under warranty, we will check it and replace it, if it is faulty. If it isn't faulty we will issue you a refund. An engineer may contact you to try and assist you, if we think we can help further.