We know that you will be pleased with your purchases from on365.co.uk. However, there may be occasions when you will need to return items to us.
Non Receipt Of Items
If you have not received your items you must let us know within 7 days from the estimated delivery date. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed.
Returns using your own method of delivery
If you elect to return the defective product to us using your own method of delivery, we will not refund any of the costs incurred by you. You are best to opt for our own collection of defective goods where you will incur no direct carriage costs.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us 48 hours. If the items are visibly damaged on receipt, you must sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method.
Items Faulty on Arrival
If your items are faulty on arrival, you have 14 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, you can do so provided you inform us of your decision within 5 days of receipt of the item and you return the item unopened at your own expense. Once the item is received at on365.co.uk, we'll issue a full refund for the product to your original payment method provided the package was unopened and the goods are in as new condition. The following items are not eligible for return: electronic software downloads and opened software.
Need to return an item?
You can request a return using our easy to use, online returns system. Click here for our online returns form.
In addition to this policy you should also refer to our general Terms and Conditions of Sale