Returns & refunds

Our returns & refunds policy

This policy is for customers buying as consumers. It doesn't affect your legal rights.

Changing your mind

• You can cancel your order for any reason within 14 days, starting the day after it arrives (if your order comes in more than one parcel, from the day after the last one arrives).
• Tell us using the form above - or any clear message by email - and send it back within 14 days of telling us.
• You pay the return postage. Please use a tracked service insured for the full value: the item is your responsibility until it reaches us.
• We refund the price of the item and the standard delivery charge you paid (when you return the whole order), within 14 days of receiving it back or of you showing us proof you've sent it, whichever is first.
• You can open the box and check the item, as you would in a shop. If it has been handled more than that - installed, used, registered, marked, or returned with parts, accessories or packaging missing - we may reduce the refund to reflect the loss in value, up to the full price if it can't be sold again. We'll tell you how much and why.

Items we can't take back for a change of mind

• Software, games and licence keys once the seal has been broken or the code has been revealed or used.
• Anything made or configured to your own specification.

Faulty items

• Within 30 days of delivery you can choose a full refund or a replacement.
• After 30 days, and up to 6 months, we'll repair or replace it. If that isn't possible or doesn't fix it, you can have a refund (we may take off a fair amount for use after the first 6 months).
• After 6 months you can still claim, but you may need to show the fault was there when it was delivered. The manufacturer's warranty is often the quickest route and we'll help you use it.
• We cover the cost of returning a faulty item. If it's tested and no fault is found, we'll send it back to you and may ask you to pay that postage.
• Faults caused by accidents, misuse or wear and tear aren't covered.

Damaged, wrong or missing items

• Please tell us within 48 hours of delivery if you can, with photos - the courier gives us only a short time to claim. You're still covered if you tell us later.
• Keep all the packaging. We'll arrange the return at no cost to you, then send a replacement or refund - your choice.
• If the box is badly damaged when it arrives, you can refuse it or sign for it as damaged.

Cancelling before it's sent

If your order hasn't been sent, use the form above. If we haven't ordered it from our supplier yet, we cancel it and refund you in full. If it's already on its way, you can return it when it arrives.

How returns work

1. Start a return on this page. You'll get a returns number straight away.
2. Wait for our email (within 1 working day) - it tells you whether we'll collect it or where to send it.
3. Pack it in its original box with everything that came with it, and write the returns number on the outside of the parcel.
4. We refund to the card you paid with. Banks usually take 5-10 working days to show it.

Business customers

If you bought for a business, the 14-day change-of-mind right doesn't apply. We'll still consider returns of unopened, sealed items within 14 days of delivery; our supplier may charge a restocking fee, which we may pass on. Faulty items are covered as above.

Cancellation form

You don't have to use it - the form above does the same - but if you'd rather email us, you can copy this:

To IT-Me-Up LTD, sales@it-me-up.co.uk:
I hereby give notice that I cancel my contract of sale of the following goods: [item]
Ordered on [date] / received on [date]
Name: [your name]
Address: [your address]
Date: [today]

Questions?

Contact us or email sales@it-me-up.co.uk.