After Sales Information
For full details of our Returns Policy please see our Terms and Conditions.
What is your returns policy on an item I purchased as a Christmas present?
Any purchases made from 16th November up to 24th December are covered by our extended Christmas returns policy and will be eligible for an exchange, credit note or full refund providing:
- The product is unopened and in an “as new” condition.
- You contact our customer service team no later than the 8th January, or 30 days from the date of delivery (whichever is later) to inform us that the goods are unwanted.
I have received my order but I wish to return it
We want you to feel confident that you made the right choice in your purchase. That’s why Polygon Direct (UK) Ltd offers a 30-day returns period. We will accept any item for a full refund provided that –
- Your item is complete and in an 'as new' saleable condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging)
- Any use of the product is relative to examining it, and ensuring it suits your needs. We can’t accept items that have obvious evidence of heavy use, such as scuffs, marks, or scratches. Polygon Direct (UK) Ltd does not sell products on a trial basis.
- It is returned with the original box, packing and any accessories you received with it.
- You have proof of purchase
- You also return any free gifts which came with the product, which also must be in their original packaging and in a saleable condition
- We may accept returns within the Returns Period that do not fully comply with the above requirement, but we reserve the right to deduct monies from refunds where goods show signs of unreasonable use leading to diminished value.
If you exercise your right to cancel your order after the goods have been despatched, you will be responsible for returning the goods to Polygon Direct (UK) Ltd at your own risk and cost.
There are a few exceptions
- Software, memory cards and DVD/Blu-Ray can only be accepted if still sealed. This policy is to avoid any potential breach of the Copyright, Designs and Patents Act (CDPA) 1988. All opened software is exempt from return under the terms of the distance Selling Regulations (SI2334/2000). Software that arrives damaged or is physically faulty may be returned under our normal returns policy
- We cannot refund any items that have been specially ordered to your individual specification or personalised
We strongly recommend you use an insured delivery method such as Royal Mail Special Delivery. If it is a large item, we can organise a collection for a fee of £10.
If you wish to return an unwanted item to us under our 30-day return policy, please let us know by contacting us.
I have a faulty product, what do I do?
We have found that many problems can be overcome by simply referring to your manual or user guide. If the goods still seem to be faulty please call us on 0333 700 1966 to discuss the fault and arrange the return.
If the fault occurs within the first 30 days, you will always have the option of a replacement item or a refund. If the fault has occurred within the first 6 months after delivery but after the first 30 days, we will always offer a replacement in the first instance. As an exception you may be offered a full or partial refund. After 6 months but within 12 months we will offer a repair only. In all cases we reserve the right to inspect the product and verify the fault and if no fault is found the product will be returned to you.
For full details on our returns policy please see our Terms and Conditions
I Have a Question About Repairs
We try to get all repairs done as soon as possible and as a guide we say that repair can take up to 6 weeks. Obviously it depends on the fault as to how long it may take as sometime parts are needed from other parts of the world. We try to keep all our customers up dated with repairs but if you have a question regarding your repair call us on 0333 700 1966.
What are my rights for a full refund plus delivery costs?
The consumer contracts regulations 2013 regulations state that ‘once a buyer has informed you that they wish to cancel and return an order they should do so with 14 days’
We have to then refund the original purchase price within 14 days of receiving the goods back to us.
As before, we still have to refund the original delivery cost, BUT now only up to the cheapest standard delivery we offer.
For example – you buy a product from our website for £10 with a standard shipping cost of £2.80 (Royal Mail 2nd class). However, you the customer, decides to upgrade and choose the 1st class option (£4.99) and then decides to return the product to receive a refund. We have to refund you the original cost of the product (£10) but only the cost of our cheapest shipping option (£2.80).
We have added the extract below which may clarify things a bit. More information can be found online.
Effects of withdrawal or cancellation
If a consumer withdraws from a contract or exercises their right to cancel, both your and their obligations under the contract are ended. In addition, you must reimburse the consumer all that he has paid you, including any original delivery costs (you cannot charge any cancellation fees). However, if a consumer has expressly requested a delivery method that is more expensive than your basic cost, you are only obliged to refund your basic delivery cost - for example, if a consumer has opted for your next day delivery service rather than your standard method by second class post.
You must reimburse the consumer without undue delay and within 14 days from the day after the consumer informs you of his decision. If the consumer is sending goods back to you, you need to reimburse within 14 days of the day you get the goods back or, if earlier, 14 days from the day you receive proof from the consumer that he has sent the goods back. You must reimburse the consumer using the same payment method he used originally but you can come to an agreement with the consumer to use an alternative method.
Finally, you have a right to deduct an amount from the reimbursement (or charge a consumer) if he has diminished the value of the goods by handling them beyond what is necessary to establish their nature, characteristics and function.
The Regulations establish a test as to whether consumers have handled the goods in a way beyond what might reasonably be allowed in a shop. This is likely to be a controversial area of the Regulations for both consumers and traders and will ultimately be a matter for a court to decide. However, the following examples will attempt to illustrate this concept:
- a consumer returns a shirt that comes in a presentation box, which he had opened and removed all the pins and packaging to try it on. It is reasonable to expect a consumer to remove packaging to try on or examine an item, so you should make no deduction for this
- a consumer returns a shirt, which you can see has clearly been worn. The consumer has not acted reasonably and you can make a deduction for diminishing the value
- a consumer returns flat pack furniture, which he has clearly attempted to assemble by opening packs of screws and trying to put parts together. The consumer has not acted reasonably and you can make a deduction for diminishing the value
Having said all the above, we want you to be as satisfied with us and our services as is possible and so we will try to resolve all issues to both our satisfaction.