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Returns/Returns Policy

We want to make sure that you are 100% happy with all purchases you make with us. On rare occasions we understand that you may need to return a product.

Our returns process is as follows and must be adhered to in order for us to be able to process a return:

STEP 1CONTACT US STATING REASON FOR RETURN (We are unable to process returns where we have not been contacted in advance)
STEP 2Await return guidelines to be issued which will provide all information required to return your item (s).
STEP 3Follow Guidelines and Return Product
STEP 4Generally once received we expect to provide a refund or exchange as requested within 4-5 working days.

Please make sure you have read our Return Policy below prior to returning an item to ensure it meets the criteria:

Order Cancellations

By law, customers located in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. The product must be complete unopened and in "as new" condition. It must be returned with the original box, packing and accessories. Software must be sealed and any free gifts received with the product must also be returned. Your legal rights are not affected by this returns policy. Please email us beforehand at sales@totallymobile.co.uk. If these steps are not followed, we will be unable to process the return request.

Delivery Discrepancies/Damaged in Transit

Please check orders carefully on receiving them. If you receive an order that has been damaged in transit or if there are any order discrepancies, we will make every effort to resolve these as soon as possible for you. We do however require that you inform us within 48hrs of receiving the goods. If we are not notified within this period, we reserve the right not to process the return.

Faulty Items
Within 30 Days of Purchase
Our products are manufactured to the highest quality standards. In the unlikely event goods are found to be faulty within 30 days of purchase please feel free to return them for a full refund or brand new replacement. We are unable to provide this service for products where faults have been caused by accident, neglect, misuse or normal wear and tear.

Beyond 30 Days

You have the right to return a faulty item within a reasonable period of time. We do require that you email us prior to returning the goods. In order to ensure that the return can be processed, please keep all the warranty information that accompanies your item. This will be needed should there be a fault. We are unable to accept products that are outside their warranty period.

In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to return the item to us, please follow the returns process documented above.

Who pays postage costs?

We will only cover return postage costs where an item falls faulty within 30 days of the item being delivered or if an incorrect item has been delivered.



PLEASE CONTACT US BEFORE SENDING YOUR ITEM BACK ON

01202 828284