Help & information
Returns Policy
We recommend you fully examine your order on delivery, so you are able to report any issues to us under the policies stated below. We also recommend you keep the retail packaging for the first 30 days.
Please contact us before posting any returns.
Reasons for return:
For products/parcels that have arrived with visible damage.
How to raise a claim:
You MUST report any physical damage within 72 hours of delivery of the goods to online.returns@jsgroup.co.uk with ALL of the below evidence:
- Your %Scheme.Name% order number
- Clear pictures (in jpeg, png, or PDF file format) of:
- the damage to the product/retail packaging
- all sides of the shipping box/packaging
- the shipping (postal/courier) label
Please note: for items that need to be assembled eg. chairs, bikes etc. the damage MUST be reported before assembly.
Outside of this time period, and without the evidence listed above, we may be unable to accept your claim due to courier restrictions.
If your claim is accepted you will receive a full refund (including original postage costs) OR a replacement (if possible).
Returning the product:
Do not return damaged goods at your own cost unless advised to by the Returns Department as we will provide a pre-paid drop-off label, or arrange a collection where needed.
The product will need to be sent back with all parts and packaging within 14 days of a pre-paid label being provided or an offer of collection being made.
Please do NOT write directly on the retail packaging.
For products that have arrived with parts missing.
How to raise a claim:
This MUST be reported within 72 hours of delivery of the goods to online.returns@jsgroup.co.uk with ALL of the below:
- Your %Scheme.Name% order number
- Clear pictures (in jpeg, png, or PDF file format) of:
- the contents of the parcel received,
- all sides of the shipping box/packaging
- the shipping (postal/courier) label
Please also advise if there are any signs of tampering to the parcel when you received it.
Please note: for items that need to be assembled eg. chairs, bikes etc. the missing parts MUST be reported before assembly.
Outside of this time period, and without the evidence listed above, we may be unable to accept your claim due to courier restrictions.
If your claim is accepted you will receive a full refund (including original postage costs) OR a replacement (if possible).
Returning the product:
Do not return incomplete goods at your own cost unless advised to by the Returns Department as we will provide a pre-paid drop-off label, or arrange a collection where needed.
The product will need to be sent back in the original condition with all parts and packaging within 14 days of a pre-paid label being provided or an offer of collection being made.
When returning the product please ensure it is well packed to avoid damage in transit.
Please do NOT write directly on the retail packaging.
For products that are not working and have no visible damage.
Please Contact Us as soon as possible after the issue has been discovered with your %Scheme.Name% order number and a clear description of the issue you are experiencing (eg. how is the product not working as expected, how and when the was the issue discovered).
This information is required for us to make the correct arrangements.
Do not post back defective goods at your own cost unless advised to by the Returns Department.
If the issue occurred:
Within 30 days of delivery:
A clear description of the issue must be advised to us in writing, with your %Scheme.Name% order number, within 30 days of delivery.
Once we have the required information to investigate the fault claim we will advise you on the next steps. In most cases the product will need to be returned to us for testing.
Returning the product:
Do not return faulty goods at your own cost unless advised to by the Returns Department as we will provide a pre-paid drop-off label, or arrange a collection where needed.
The product will need to be sent back in good condition with all parts and packaging within 14 days of a pre-paid label being provided or an offer of collection being made.
When returning the product please ensure it is well packed to avoid damage in transit as any unreported damage may invalidate your claim.
Please do NOT write directly on the retail packaging.
Electronics: All accounts and passwords must be removed, and the product factory reset before returning. Apple products MUST have "FindMy" turned off.
Once the product has arrived back with us:
- If the product has been confirmed as faulty, you will receive a full refund for the product and original postage costs, OR a replacement depending on stock availability.
- If no fault can be found, and the return request was raised within 14 days of delivery, then we will process your return under the "change of mind" return policy.
- If the product is returned in damaged condition, the return will be rejected and we will offer to post the product back to you. No refund will be issued.
After 30 days of delivery:
Please contact us as soon as possible after the issue has been discovered, with your %Scheme.Name% order number and a clear description of the issue you are experiencing (eg. how is the product not working as expected, how and when the was the issue discovered).
Once we have the required information to investigate the fault claim we will advise you on the next steps.
Do not return defective goods at your own cost unless advised to by the Returns Department.
Manufacturer's Warranty
The terms of the specific manufacturer's warranty will apply. Depending on the product, this could be a repair OR replacement.
Some manufacturers require you to contact them directly, others provide the warranty through the us.
In cases where the warranty cover is through us, and the product needs to be returned for testing, we will provide a pre-paid drop-off label or arrange a collection where needed.
Returning the product:
Do not return faulty goods at your own cost unless advised to by the Returns Department as we will provide a pre-paid drop-off label, or arrange a collection where needed.
The product will need to be sent back in good condition with all parts and packaging within 14 days of a pre-paid label being provided or an offer of collection being made.
When returning the product please ensure it is well packed to avoid damage in transit as any unreported damage may invalidate your claim.
Please do NOT write directly on the retail packaging.
Electronics: All accounts and passwords must be removed, and the product factory reset before returning. Apple products MUST have "FindMy" turned off.
Once the product has arrived back with us:
- If the product has been confirmed as faulty a resolution under the warranty terms will be offered.
- If the product is returned and no fault can be found then the warranty claim will be rejected, and we will offer to post the product back to you.
- If the product is returned in a damaged condition then the warranty claim will be rejected, and we will offer to post the product back to you. No warranty resolution will be offered.
Please note: We do not cover issues caused by accident, neglect, misuse or normal wear and tear.
When you receive a product you have not ordered.
How to raise a claim:
Incorrect products received MUST be reported within 72 hours of delivery of the goods to online.returns@jsgroup.co.uk with ALL of the below:
- Your %Scheme.Name% order number
- A list of which item(s) have not arrived
- Clear pictures (in jpeg, png, or PDF file format) of:
- the incorrect goods received (if the retail packaging is sealed please DO NOT unseal it),
- product information/barcodes on the incorrect item(s),
- any included paperwork
- the shipping (postal/courier) label
This information helps us to determine what went wrong and how to resolve it for you.
Outside this time period, and without the evidence listed above, we may be unable to investigate further.
If your claim is accepted we will provide a full refund (including original postage costs) OR arrange for the correct item to be shipped (if possible).
Returning the product:
Do not return incorrect goods at your own cost unless advised to by the Returns Department as we will provide a pre-paid drop-off label, or arrange a collection where needed.
The product will need to be sent back in the original condition with all parts and packaging within 14 days of a pre-paid label being provided or an offer of collection being made.
When returning the product please ensure it is well packed to avoid damage in transit. Please do NOT write directly on the retail packaging.
Please note: If sufficient evidence is not provided within a reasonable time we reserve the right to reject the claim.
If we require the goods to be returned, but they have not been returned within a reasonable time frame, we reserve the right to consider that the product has been accepted and close the claim.
This is in line with the Consumer Rights Act 2015 section 25. We do not take part in inertia selling.
This is where the product code on the item you received matches what you ordered, but the product does not match the description eg. laptop specs not matching what is on the website, the colour or pattern differs to what was advertised etc.
Please note: this does not include normal colour variations between digital displays.
We do our best to make the website as accurate as possible but occasionally an error in the information may occur.
Please report any issues as soon as you notice them so that we can resolve this for you and correct the portal.
How to raise a claim:
Please note, any issues like this MUST be reported within 30 days of delivery of the goods to online.returns@jsgroup.co.uk with ALL of the below:
- Your %Scheme.Name% order number
- A clear description of how the product does not match the product description
- Clear pictures (in jpeg, png, or PDF file format) of:
- showing the issue with the product(if the retail packaging is still sealed please DO NOT unseal it),
- product information/barcodes on the item,
- any included paperwork
- the shipping (postal/courier) label
This information helps us to determine what went wrong and how to resolve it for you. Outside this time period we may be unable to investigate further.
If your claim is accepted you will receive a full refund (including original postage costs) on return of the product in the original condition.
Returning the product:
Do not return incorrect goods at your own cost unless advised to by the Returns Department as we will provide a pre-paid drop-off label, or arrange a collection where needed.
The product will need to be sent back in the original condition with all parts and packaging within 14 days of a pre-paid label being provided or an offer of collection being made.
When returning the product please ensure it is well packed to avoid damage in transit. Please do NOT write directly on the retail packaging.
Please note: If sufficient evidence is not provided within a reasonable time we reserve the right to reject the claim.
If we require the goods to be returned, but they have not been returned within a reasonable time frame, we reserve the right to consider that the product has been accepted and close the claim.
Customers have the right to handle products the same way they would in a shop, so if you change your mind about your order, we operate a 'no questions asked' returns policy for unwanted items provided that they are returned in re-saleable condition.
You have 14 calendar days, from the delivery date of the last product on your order, to let us know that you want to return a product.
You will then have a further 14 calendar days to return the product(s) to us at your own cost.
This is in accordance with the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Exceptions:
Please Note:
- Electronics: If used/set-up, they MUST have personal accounts removed and be factory reset before return.
- Apple products must have "FindMy" removed.
- Large products, including (but not limited to) chairs and bikes: these products need to be returned in the original shipping box as this would be the "retail packaging" in these cases.
Non-returnable products:
- Personalized/Custom made/Special ordered products. eg product that have been embroidered or engraved, or made to order.
- Kitlocker/Russums Orders: We cannot action any order changes or authorise returns for orders placed on external sites.
- Digital products that have been unsealed eg. CD's, software codes, games, data storage.
- Products affected by health/hygiene issues eg. opened in-ear earphones, personal care products, used hoovers, opened bedding etc.
- Items that have been altered in an irreversible way by being used eg. Ink cartridges being installed into printers.
- Perishable items.
- Newspapers/Magazines.
- Clubs & Societies & Gym Memberships.
- eBooks and other digital products.
- Online Courses.
POSTING Unwanted Goods
Once your return is authorized, you can pack and return your unwanted goods by post/courier, at your own cost, to the below address:
FAO - Returns Department
JS Group - Engagement House
Unit 3/4 West Quay Road Industrial Estate
Southampton
SO15 1GZ
PLEASE ensure you include your %Scheme.Name% order number and the reason for return so we are able to process your parcel.
Any parcels that are returned without the %Scheme.Name% order number, or any reasonable identifying information, will be kept for a maximum of 14 calendar days and then disposed of if unclaimed.
You will be sent an update within 14 days of your parcel arriving once your return has been completed.
Refunds:
A full refund for the value of the returned goods will be issued to the original payment method(s) within 14 days of us receiving the goods back, providing that they are returned in re-saleable condition with no damage - "the goods" include the product, accessories and retail packaging (so please don't write on, or damage, the retail packaging).
The related delivery charge will also be refunded for products returned in the original, unopened condition.
We do not offer exchanges.
All returns are accepted at our discretion, and refunds will be given in the same tender type as the original payment.
This returns policy has been compiled in line with the Consumer Rights Act 2015 and The Consumer Contracts Regulations 2013. This policy is part of our terms and conditions which you agree to when you place an order with us.
FAQ's
- Shipping/Postal packaging: These are usually unbranded, or courier branded, cardboard boxes or bags. However, our suppliers will sometimes dispatch larger products (eg. chairs, bikes, some laptops) in just the retail packaging with the shipping label attached.
- Retail packaging: This is the branded packaging (eg. Apple, Samsung, Asus) that your product comes in.
If you need to return a product and are not sure which packaging is which, please Contact Us and we will be happy to advise.
Please do NOT write directly on the retail packaging if you are returning the product.
Shipping labels are the labels that couriers/postal services use to get your parcel to you. You can tell which label is the shipping label because they can be found on the outside of your parcel, and normally have your delivery address and the couriers name on it.
It will also have your parcels tracking number on it if the parcel was sent by a tracked service.
Some courier/postal services are:
- Royal Mail
- Evri
- DPD
- UPS
- DHL
- Parcelforce
- TNT
We provide pre-paid return labels or collections for products that are damaged, missing parts, faulty, incorrect, or do not match the description.
We do not cover the cost or arrange the return for unwanted items.
However, we do suggest that unwanted items are returned to us by a tracked service as they remain your property until we have received them. We are not responsible for parcels lost or damaged in transit on their way to us.
We do provide pre-paid return labels or collections for products that are damaged, missing parts, faulty, incorrect, or do not match the description.
We do not provide return labels (cover the cost or arrange the shipping) for items you no longer want. The courier that you use to ship your unwanted item will normally provide a shipping label or advise you what information needs to be on the parcel when you pay for the return postage.
Whatever reason you are returning your product, please ensure you include your %Scheme.Name% order number on the parcel.
Any parcels that are returned without the correct order number, or any reasonable identifying information, will be kept for a maximum of 14 calendar days and then disposed of if unclaimed.
For further answers to questions like "Where can I find my order number?" and "How will my refund be issued?", please check Help & Support.