Quick & Easy Returns

Need to return an item? No problem at all – all of our customers are given 28 days from the date of purchase to return their order for a refund but only if:

• the product is returned within this period; and
• it is in the original condition that it was sent in; and
• the correct returns procedure is followed.

Any items returned after 28 days shall not be refunded but we may choose to either replace or repair the device (at our discretion). If the item is returned in a lesser condition than it was sent in then a percentage will be deducted from the refund and if the correct returns procedure is not followed we will be unable to process the return.

We strongly recommend that you use Special Delivery at your own cost to ensure that you are adequately insured. Please be aware that this shall be entirely at your risk and we bear no responsibility for any lost items and shall not be obliged to refund you.

Once you have sent your goods we kindly ask you to be patient and wait 28 days before contacting us, the returns department can be very busy and every time we are asked for an update it slows the process down delaying refund and replacements for everyone but we do really work as quickly as possible to process all returns and refunds.

Please make sure you follow ALL the steps before posting your item otherwise we will not be able to process your return.

STEP 1 – PREPARE YOUR ITEM

Pack the items you would like to return (including the charger and cable that you are using with the device) in secure and appropriate packaging. Seal the package securely and if you have printed the label attach it on the outside of your parcel. Please make sure all old shipping labels, stickers and other materials have been removed and use material such as bubble wrap to avoid any damage to the item as the goods are your responsibility until they reach our warehouse.

It is important to enclose a copy of your invoice or a note in the return clearly showing your order number so as to ensure that there is no delay in processing your return.

Once you have submited your return in step 2, please send the item back to the address below. Please ensure you package the item adequately to avoid damage during shipping. We also strongly advise you insure the item for the relevant amount in case the parcel gets lost.

Return Address: Empress Street, Old Trafford, Manchester M16 9EN

STEP 2 – SUBMIT YOUR RETURN

SUBMIT YOUR RETURN FORM
Complete the form below to create your return:

SUBMIT YOUR RETURN FORM
You will need to accurately and correctly complete the Returns Form fully to avoid any delay in processing your return and ensure that you correctly enter your tracking number.

Click ‘Submit’.

STEP 3 – SEND YOUR ITEM BACK TO US

Once you have submited your return in step 2, please send the item back to the address below. Please ensure you package the item adequately to avoid damage during shipping. We also strongly advise you insure the item for the relevant amount in case the parcel gets lost.

Return Address: Empress St, Old Trafford, Manchester M16 9EN

STEP 4 – CHASING UP YOUR REFUND, REPAIR OR REPLACEMENT

Please allow 14 working days before you chase this is the maximum time we will take and on average all are resolved within 3-7 working days. Every time you chase before this time will result in the return department having to stop what they are doing to investigate the status, this adds time on and will delay your return further.

All Returns are handled by a third-party company and they can only be contacted by email at sales@shop.alwaset.co.uk

If you have waited more than 14 days and still not happy then please escalate to our Managing Director on sales@shop.alwaset.co.uk, ensure you include as much details as possible. Please be aware a reply from the Managing Director can take between 14 to 28 days.

MUST READ – VERY IMPORTANT INFORMATION

Refund, Repair or Replacement?

If you have returned your item within 28 days from the date of purchase and provided it is in the original condition that it was sent in and as long as the correct returns procedure is followed, we are happy to issue a refund. Your refund will be processed as soon as the item(s) you have returned is/are inspected by our quality assurance team to ensure that everything is in order. Please be aware that it can take up to 14 days for the refund to be visible in your account.

If you have returned your item after 28 days of purchase then a refund will NOT be possible and instead, we will offer a repair or replacement. In the event of a repair we will carry out the repair and then monitor and test it to ensure that repair is successful.

Warranty Returns

We offer a warranty from the date you make your purchase. The return must take place within the warranty period and the correct returns procedure must be followed and if a fault is found within the warranty period then we may choose to either replace or repair the device. Any faults found outside the warranty period will not be covered either by a replacement device or warranty repair.

The Warranty will only cover internal faults and does not cover the following:

• Any damage caused by mistreatment or by dropping the product
• Any damage caused by attempting to repair
• Any damage caused by attempting to adapt the device by yourself or a third party
• Any damage caused by liquid
• Any physical damage such as breaks or cracks
• Any repairs undertaken by a third-party company or any damage caused by such repairs
• Any intentional or accidental damage
• Incorrect or improper use of accessories
• Faults or damage that may arise due to normal wear and tear – e.g. scratches to touchscreen, scuffs and marks
• Normal and acceptable battery life depletion
• Any handset that has been Jailbroken or rooted after sale
• Any Screen-burn that has developed over the time of ownership

  The Warranty shall be void if the device has any of these issues, and we would no longer be able to accept a return. We may offer a ‘not covered by warranty’ cost to repair the device and shall charge £9.99 to return the device. If our offer of repair is declined then we will charge an additional minimum inspection fee of £14.99 plus VAT.

Refund Returns

Our cancellation procedure is simple – return unwanted goods, unused within 28 days for a full refund (from date of purchase). In the unlikely event of your item being faulty upon receipt and provided that it is a fault that is covered by warranty, we will reimburse the cost of shipping the item back to us. However, should you wish to return an unwanted item, we will not reimburse the cost of the postage fee incurred to return the goods to us and you will need to arrange for the return at your own cost and at your risk and you must obtain proof of posting. We recommend using a Recorded or Special Delivery service to ensure that the cost of the goods you are returning is covered in the event of postal loss or damage in transit.

IMPORTANT: The device must be in the original condition that it was sent in and if the device is sent back in any lesser condition then you will not be entitled to a full refund and a deduction will be made according to the condition. Please note we cannot backdate refunds due to changes of price.

NOTE: You must return the item within 28 days of creating the return otherwise the return request will no longer be valid.