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"We hope that you are extremely happy with whatever you bought from us, but chances are that if you’re reading this, there’s something you’re not happy about, and we’d like to fix that. Often returning an item you have bought on-line can be a real chore, but here at RED5 we’ve endeavored to ensure that it’s straightforward and as hassle free as possible. If you have any problems with our process, or need a helping hand, then please do not hesitate to contact us, we’ll be happy to help." The RED5 Customer Services Team
e-mail:firstname.lastname@example.org tel: 01482 638900
We've specially extended our returns period for the Christmas season so you can shop early without the fear of being unable to return unwanted/duplicate items after Christmas. All orders dispatched by RED5 during the period from November 1, 2015 to December 31, 2015 inclusive may be returned at any time before midnight on January 31, 2016. Please see below for full details.
Please note: the above only applies to unwanted items - all our products come with a year's warranty covering mechanical faults (not including customer damage).
There are two types of return ‘Faulty, Damaged or Incorrect’ and ‘Unwanted’, simply decide which is the relevant type in your case, and see below for details of how to return your item. All products returned to us will be thoroughly checked by our Returns Department and only then will a refund, replacement or exchange be authorised and processed. Returns are usually processed within 7 working days of receipt. A refund will be made in the same form of payment that was used to make the initial purchase. You will be responsible for the cost of returning unwanted goods. We will refund the returns postage for faulty, damaged or incorrect items.
Items bought online can also be returned to our stores at any of these locations for exchange, if you wish to do this please take your order invoice with you so that our staff can process this for you as quickly as possible.
To help you to return an item, we have developed some simple and easy to follow guidelines, please read the relevant 'return type' for the instructions on returning your item.
For specific rules regarding refunds of delivery charges, return shipping, giftwrapping and other services, please see our full Terms & Conditions.
If the item you received is faulty, damaged or incorrect please contact our Customer Support team within 30 days, quoting:
As you are returning an item that is faulty, damaged, or incorrect, we will happily send you a freepost label or refund your costs in returning it to us (please enclose a copy of your postage receipt when you return the item, email us email@example.com, or fax it to us on 01482 830368, so that we know how much to refund you for your postage). Your original delivery charge will also be refunded if you are returning the whole order and you have requested a refund for the goods. Any items returned to us should include all parts, accessories, instructions and packaging where possible.
If you are not completely satisfied with your purchase, simply return the item or items to us in perfect, re-saleable condition (including all parts, accessories, instructions and packaging etc) within 30 days of receipt. If your return falls into this category we will not refund the original postage costs.
Any item which includes software must be returned with the software unopened.
We will not refund any services in connection with your order, e.g. gift wrapping. Under the EU Consumer Rights Directive you have the right to cancel your order up to fourteen days after the date of delivery. Under these circumstances we will refund the applicable delivery charge. Please click here for a full explanation of the EU Consumer Rights Directive.
Please note: that the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Please also make sure that you retain proof of postage.
Please contact our Customer Services team on 01482 638900, or by email at firstname.lastname@example.org to obtain a Returns Reference Number.
“The whole team here at RED5 pride ourselves in being the ultimate gadget shop, and we hope you are absolutely elated when you get your gadget. So please do let us know if you have any problems, we’re here to help.” The RED5 Customer Services Team
If you purchased your item in one of our high-street stores then you are welcome to return the item to any of these locations but if you are unable to return to the store then you can always post your item back to us. If you would like to do this, please contact our Customer Services team on 01482 638900, or by email at email@example.com to obtain a Returns Reference Number.
Please note: items bought in our Selfridges or Hamleys concession stores can only be refunded at another branch of the same type (eg if your item was purchased in Selfridges, it can only be returned for a refund to a Selfridges store). This does not apply if you would like an exchange.