Returns

Goods, other than faulty goods, may be returned within 7 days of delivery, starting the day after the receipt of the goods, as per the guidance set out in the Distance Selling Regulations 2000 (DSR). The cost of the return delivery charge to us under these circumstances is to be paid directly by the customer. This is non-refundable.

As you can appreciate, we would request that all goods be returned in an ‘as new’ condition complete with original packaging and all accessories. Unfortunately, goods which do not comply with these conditions may be subject to a handling charge.  Where goods are returned in accordance with this provision, we will happily reimburse any money already paid by you, excluding any delivery costs incurred by us should we arrange collection. We will usually refund you what you paid for the goods but not the delivery charges except in cases where the order was cancelled under the DSR or the item was faulty. More information on the Distance Selling Regulations 2000 can be found here.

When we receive the returned goods, we will inspect them to ensure all manuals, accessories and other components are within the returned package and that you have taken reasonable care of the goods. If we receive, an item that you have not taken reasonable care of, we will charge you a £25 administration fee as well as a fee equivalent to the reduction in the item’s value. If the item has missing components, we shall charge you a further fee to cover the cost of these items. These costs will be deducted from any monies that are due to you.

Return of certain accessories such as bluetooth headsets and head-phones is not possible unless the product is faulty. This is in line with the EU Health and hygiene regulations.

Faulty items
Important notice - time limit for notification of claims: If goods arrive in a damaged condition you must inform us within 48 hours of the date of delivery and provide the requested evidence outlined in the delivery conditions, we will either replace the goods at no charge, or refund any money paid by you for the goods. If the goods returned under this condition are found not to be defective and in full working order, they will be returned to you at your cost. An administration fee of 10% of the price of the goods, along with the cost of delivery will be charged to you, to cover the costs we have incurred in processing the request. If the goods are found to be faulty outside 48 hours from receipt of goods, please refer to “Sale of Goods for additional conditions that apply.

If we are required to send an engineer to your home to inspect and repair a product, and that product is subsequently found to be in good working order, we will charge you for the costs we incur for the call-out (typically £50.00). At the time of booking the call, we will ask you to guarantee the cost of the call-out before instructing the engineer by securing a credit or debit card deposit. We will only charge the abortive call-out fee to your debit or credit card if no fault is found.

Faulty mobile phone and / or accessories

Manufacturers warranty
Outside of the 28 day faulty return period, returned items can not be accepted, unless covered by manufacturer’s warranty. Items returned to us will be forwarded to the manufacturer for repair or replacement.

For repairs/replacements under manufacturers warranty for any item except sim-free handsets, pay as you go or contract please complete our online returns form and return the faulty product to Love Shopping Group Ltd. Please include the reference number provided to ensure your return is processed without delay.

For repairs/replacements under manufacturers warranty for sim-free handsets, pay as you go or contract, see our Mobile Phone repair section below.

Please note that warranty claims beyond 28 days for sim-free handsets, can be resolved in the most prompt manner through your local repair centre. Please call us for manufacturer repair centre details.

Handset returns
All returns should be in an as new condition with screen and keypad protective film intact (where applicable). The handset must be returned packaged in the original, undamaged box including the box inners as well as the phone accessories and literature that came with the handset. Love Shopping Group Ltd cannot be held responsible for any numbers or data lost. Your return will be rendered void or will attract an administrative charge as detailed in the charges section below if:

Charges
The following handling charges are applicable in instances where:

Removal of personal data
£10.00
Cosmetic damaged handsets (i.e. scuffs, minor scratches etc.)
£50.00
Damaged/missing handset box
£20.00
Missing handset manual
£15.00
Missing accessories including protective case, in-car charger, mains charger, battery, licensed software, data cable etc.
£20.00 each
Missing free purchase bundle - Retail price (as on your invoice)
In instances whereby Personal Data cannot be removed from the handset using the manufacturers reset functions or the seal of the included licensed software has been broken, your handset will be returned to you.
£10.00

Mobile phone repairs

Packaging
Please ensure that the handset is securely wrapped and packaged. Do not send any accessories including the battery and battery cover except in cases when the fault is a power/charging fault then send the battery and the charger. 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.

Sim / memory cards
It is imperative that all sim / memory cards are removed from handsets. Cards must not be returned with the handset and we cannot accept any responsibility for cards, credit on pre-pay cards, or call charges on contract phones. If we do receive a sim / memory card it will be disposed of on site for security reasons.

Default data settings
Please be aware that part of the test procedure may include upgrading the software on your phone. If the memory is cleared and reset as part of the repair process, we cannot be held responsible for any numbers or data lost.

Proof of purchase
A copy of the proof of purchase must accompany the phone to validate the warranty. Failure to do so may delay the turnaround time of your repair. This can be a copy of your original invoice that was dispatched with the handset.

Warranty
If the handset is in warranty, the engineer will repair or replace the phone depending on the manufacturer’s procedure. Physical or liquid damage is not covered by manufacturer’s warranty and is subject to a charge for repair which will be quoted prior to action being taken.

All handsets carry a one year manufacturers warranty. If your faulty item is not covered within the warranty period or damage that is not covered, then please refer to the charges section below.

Should the fault/damage on your handset be deemed as not being covered under the manufacturers warranty, we will inform you in writing as to the cost to repair the handset. Handsets which are deemed beyond economical repair can be recycled for cash using our free recycling scheme.

Natural stone / ceramics
As stated within our returns policy you have 7 days to return unwanted products. Due to the nature of natural stone products including tiles and garden ornaments variantions occur.

After this period unless goods are damaged or not as described in our description, this does not entitle you to request a return.

Goods to be returned must not be used, it your responsibility to arrange for goods to be delivered back to either us or our suppliers. If the return in question is a large quantity, we will arrange this for you.

Damaged
As soon as we have delivered the goods to you, you will be responsible for them. When we deliver the goods, we will require you to sign for them, it is the customer’s responsibility to thoroughly state any visible damage to the goods on the delivery note and inform the driver. If you are not able to sign for a delivery, we urge customers to inform us of damage within no later than 48 hours of delivery. We will accept no liability for damaged goods after this period.

In the event that damaged goods need to be replaced, we will arrange for the goods to be collected and exchanged, we will arrange a time convenient to you and confirm this and no cost to you.

Clothing
You have 7 days to return any unwanted clothes provided they have not been opened, worn or damaged. We will reject worn clothes due to health and hygiene issues. If you do not arrange for collection within 28 days we will dispose of them.

If upon delivery there is a defect in the garment you are entitled in the context of statutory regulations to withdraw from the contract or receive a reduction in purchase price. We will usually offer a price reduction first. You must inform us within 48 hours, we shall accept no liability for damage claims after this period.

Warranty
We undertake that the goods will, in all material respects, comply with any general description which we may have submitted to you, will be of satisfactory quality and reasonably fit for the purpose for which they were manufactured subject to normal usage.

Information, drawings, figures, technical data, specifications of weight, measurements and services, which are contained in brochures, catalogues, newsletters, ads or price lists only are of an informational nature. No responsibility is accepted by us for the correctness of this information.

Personalised / bespoke goods
The right of cancellation for unwanted goods does not exist in the case of orders for the delivery of goods that we have manufactured on the basis of the your specifications or which are clearly tailored to the personal needs of the you. In particular, this applies to products that are printed with motifs (texts or images) at the request of the you. Please be aware that by ordering such products you are giving precise instructions for the goods to be manufactured.

This includes natural stone products, clothing, gifts and all other products manufactured on request.