Returns

We dispatch thousands of order every week and hopefully there aren't many times you will need to return goods to us. Unfortunately of course sometimes things do go wrong, and if they do we like to make sure you can return your order as easily as possible.

We have a dedicated returns department, and a process in place which is fully detailed below. Our Customer Service team is also on hand to answer any further questions you might have. You might also be interested in reading the 'Returns' section of our Terms and Conditions (section 9.0).

How do I arrange a return?

For all items you wish to return please contact us first to request a Return Merchandise Authorisation (RMA) form by email first@expansys.com and follow the instructions to authorise the return of goods.

For faulty goods still within their manufacturer warranty you may want to consider contacting the manufacturer of the product directly before contacting EXPANSYS.

Returning unwanted/non-faulty goods

Any item may be returned for any reason within 14 days of the date of receiving your order provided it remains in a saleable condition with original packaging. We will refund the price of the item after we have inspected the goods and confirmed the condition of the goods as appropriate for a refund.

Please note that, with the exception of faulty merchandise, we cannot accept software or goods containing software where the seal has been broken or the software has been registered. If any goods containing software that has been opened, used or registered are returned, a 25% fee will apply to compensate us for the loss of software element of the goods in question. This does not affect your statutory rights.

Please send your returns in by post only once you have received an Return Merchandise Authorisation (RMA) confirmation from EXPANSYS. We strongly advise you to use a secure signed-for delivery service and that the cost of returning the goods is your responsibility.

Returning mobile phone connections (10 Day Money Back Contract Cancellations)

Some Pay Monthly phones may be returned to us and the contract cancelled within 10 days of connection. This means that we must receive the handset back within 10 days from the day of dispatch (the day of dispatch is counted as day 1). Please note that we are unable to cancel any contract if we receive the handset after 10 days from dispatch.

If you are unhappy in any way with your purchase then please e-mail us at first@expansys.com and our customer service team will advise you on how return the handset safely back to us. You will be responsible for the cost of the return of the phone and any associated accessories.

We advise that you use a trackable recorded delivery service such as the Royal Mail's special delivery for the return of all goods, and that you email the tracking number to our customer service team.

All goods should be packaged in a secure parcel to avoid damage in transit. Goods should be in their original unused condition, complete with all original items as below (as applicable) - any handset that has been willfully damaged, scratched, neglected, modified or repaired shall be sent back to the customer at their expense:

• Handset in original undamaged box (including box inner's)
• Mobile phone manual and literature
• Screen Protectors
• Mains charger, battery and manufacturer's handsfree kit
• CD-ROM software (if opened then re-stocking fee applies)
• Case, personal hands free kit and in-car charger
• SIM Card

EXPANSYS will charge the customer charge 25% of the sim-free cost of the device at the point of sale to compensate EXPANSYS for any goods that are returned back in an un-saleable or incomplete condition. This includes software that has been opened or registered.

Returning faulty or damaged goods

If your goods arrive faulty or develop a fault within the warranty period, you can either return them to EXPANSYS for repair/replacement, or contact the manufacturer directly, whose customer service teams can help fix many common problems over the phone or via email.

If you wish to return a faulty product to EXPANSYS, please first contact us to request an RMA form by email first@expansys.com, then follow the instructions to authorise the return of your goods.

Please send your returns in by post only when you have received an RMA confirmation from our customer service team - we strongly advise you to use a secure signed-for delivery service. Please note; in order to ensure a good service, EXPANSYS may offer sending its own carrier to collect the parcel from you.

Most manufacturers will deal directly with customers who have goods under warranty, and as the experts on these items contacting them directly can be an efficient way to solve your issue. Here is a list of contact details for many of our most popular manufacturers:

How long does a repair take?

If you have returned a faulty item to us we will do our best to repair it. EXPANSYS works in conjunction with several repair centres around the world who are able to repair many common faults. Even though we do our best to offer the quickest service we can, the average lead-time is about a month.

Goods damaged in transit

Your goods should reach you in perfect condition, but if a parcel arrives partly or completely damaged you should write those issues directly onto the delivery note in the presence of the delivery courier. If no issues are raised at point of delivery, the parcel will be considered as delivered in good condition and no subsequent claims or complaints can be accepted by EXPANSYS. After this, should you want to pursue any issues further with the courier, you must put in a claim in writing directly to the courier within 3 days (public holidays excluded) following the day of delivery. This claim must be sent by registered post with a form for acknowledgment of receipt.

Please be aware that comments on the delivery note such as 'Subject to unpacking/inspection' or 'Damaged box' have no legal standing; if you are not happy with the condition of your parcel and/or products, please refuse it on delivery. Send your photos (if available) by e-mail to first@expansys.com. We will contact the courier and do our best to find a solution and get you your goods in proper condition.

Any unclaimed parcel that is returned to EXPANSYS can be sent back to you provided that you repay the delivery fees.

If you have to refuse a delivery:

If refusing a delivery and sending it back to EXPANSYS because the goods have been damaged in transit, please take photos of the damaged parts of the product, the whole parcel and the whole product(s). Also give a detailed description of the damage on the delivery slip.

Contact us before 10am on the morning following delivery, by e-mail at first@expansys.com. We will contact the courier and do our best to find a solution.

If the courier does not offer to stay when you open the parcel, then accept the parcel and cross the 'Received in good state' (or similar) reference above the addressee signature space on the delivery note. Explain that you were not able to check the state of the parcel and goods because the courier would not stay with you while you checked your parcel.

Contact us before 10am on the morning following delivery by e-mail at first@expansys.com.