Returns & refunds

Changing your mind (cancelling)

You can cancel your order for any reason within 14 days, starting the day after you receive the goods. You don't have to tell us why.

• If your order arrives in separate deliveries, the 14 days start the day after you receive the last item.
• You can also cancel any time after placing your order and before it arrives.
• To cancel, tell us clearly — for example by emailing info@switchharbour.co.uk. You can use our cancellation form if you like, but you don't have to.
• Once you've told us, send the goods back within 14 days.

Condition of returned items

You're entitled to open the box and handle the item as you would in a shop, to see what it is and check it works. You won't lose your right to cancel by doing that.

If an item has been handled or used more than that — for example, it has been installed or has signs of wear — we may reduce your refund to reflect the loss in value. We will explain any reduction.

Please pack items carefully so they aren't damaged on the way back. The original packaging is helpful but not required.

Items you can't return for a change of mind

A small number of items can't be returned once their seal has been broken: sealed audio, video or computer software, and sealed items that can't be returned for health or hygiene reasons. We will tell you on the product page before you buy if this applies. Opening ordinary electrical packaging does not stop you cancelling.

Return postage

Change-of-mind returns: [Not yet provided: who pays return postage for change-of-mind returns]

Unless we tell you before you place your order that you need to pay for returning goods, we will pay for it.

Returns address: [Not yet provided: returns address]

Please contact us before sending anything back, so we can match the return to your order and confirm where to send it.

Your refund

We refund the full price you paid, including the delivery charge (delivery is free, so there is nothing extra to add).

We'll refund you within 14 days of receiving the item back, or within 14 days of you showing us proof that you sent it — whichever is sooner. If you cancel before we dispatch the order, we refund within 14 days of you telling us.

Refunds go back to the payment method you used. We don't charge a fee for refunds.

Faulty, damaged or not as described

Separately from changing your mind, the law says what you buy must be of satisfactory quality, fit for purpose and as described. These rights apply whether or not the item has been opened or used, and on top of any manufacturer's guarantee.

• Up to 30 days after delivery: you can reject the item and get a full refund.
• Up to 6 months after delivery: if a fault appears, you're entitled to a free repair or replacement. If that isn't possible or doesn't fix it, you can have a refund, normally in full. In this period it is up to us to show the item wasn't faulty when delivered.
• After 6 months: you still have rights, but you may need to show the fault was there at delivery. You can bring a claim up to 6 years after delivery in England, Wales and Northern Ireland, and 5 years from when you became aware of the problem in Scotland.
• We pay reasonable costs of returning faulty items to us.

To report a fault, email info@switchharbour.co.uk with your order number and a short description of the problem.

Need the cancellation form?

You'll find a ready-to-copy version on our cancellation form page. Using it is optional — any clear message telling us you're cancelling works just as well.