Returns FAQ

Returns FAQ

Money Back Guarantee & Returns Policy

100% satisfaction guaranteed or your money back! If you are unhappy with any product purchase, you may return it within 30 days from purchase for a full refund. This applies to all our goods except non-stock or non reusable items such as chemicals, coatings, plasters, clearance items etc where the item has been opened, and to special order items (items built to order or not carried in stock). This is in addition to your statutory rights.

Goods must be returned in resalable condition, complete with all contents and packaging.

You have 2 ways to do returns if you have not set up an account on our system:-

  1. Go to “Forgotten Password” and this will send you a link and then you can create an account which will enable you to do returns yourself.
  2. Give us a call on 020 8463 9696 and we will start the return for you.

It is a good idea to set up an account on our system as this will enable you to see your order history, invoices and do returns easier. You can opt to be added to receive offers, newsletters and useful how to’s

If you would like to submit a return for either a refund or a replacement, please follow these instructions:

1. Go to your Orders List / Returns list

Start by signing into your i-sells.co.uk user account and navigate to “Orders List / Returns”.
Click here to sign in & go to Orders List / Returns list

2. Find the products you would like to return

On this page, you will see a list of your previous orders. Click the red¬†“Return Product”¬†(1) button or use the¬†Drop Down Menu¬†(2) on the right.¬†

How to select and return a product

Selecting more products
If you would like to select more products from other orders you have placed. Start by selecting your first product for return, then click “Confirm and select more products” (1). You will be taken back to your orders list where you can select products from other orders.¬†

You can also just “tick” other products from the same order.¬†Below example:¬†You could select all 3 products to be returned by clicking on them.

Selecting products to be returned from multiple orders

3. Add additional information

Once you have selected the products to be returned and clicked on the “Continue with return” button you will be able to enter further information about your return.

Here you will see the list of products you have selected to be returned. Enter additional information such as why you are returning the product, quantity you are returning and whether you would like a refund or a replacement.

Enter your return reasons and provide any additional comments

Please note

Due to the difficulties created by Covid 19, we are currently extending our returns period to 60 days after purchase.  

Our standard returns policy is 30 days from the date of your order. You will be able to see how many days remain for the return eligibility.

Electrical & warranty products
If your product is covered by warranty but is outside of the 30 day return period, your return form will be hidden unless you click the “Electrical item” button and continue with the return. If your product is still under warranty we will check it and will take the appropriate action such as repair, replace or refund.

4. Submit your return

Once you have entered all the product return information, click “Complete This Return”. Your return will be submitted and you will be given an RMA number along with instructions on how to send us back the products. You will also receive an email confirming your return and instructions on how to send us back the products.

5. Send us back your products

Please send us back the products. The address details will be provided on the submission of your return.

Make sure you:

  • Write the RMA number on the label/parcel!
  • Don’t stick postage labels on product retail packaging!
  • Remember to obtain proof of postage!


Our Address:
RMA# 0000 (Replace 0000 with your RMA number)
Returns Department, i-sells.co.uk
15¬†St John’s Parade
Sidcup
Kent
DA14 6ES

Once you submit your return and are issued an RMA number, you will be given full instructions and address where to send back your returns. Please see the “How do I submit a return?” FAQ for information on how to create a return online.

Our Address (Non-Freepost):
RMA# 0000 (Replace 0000 with your RMA number)
Returns Department, i-sells.co.uk
15¬†St John’s Parade¬†
Sidcup 
Kent 
DA14 6ES

Make sure you:

  • Write the RMA number on the label/parcel!
  • Don’t stick postage labels on product retail packaging!
  • Remember to obtain proof of postage!

100% satisfaction guaranteed or your money back!

If you are unhappy with any product purchase, you may return it within 30 days from purchase for a full refund. This applies to all our goods except non-stock or non-reusable items such as chemicals, coatings, plasters, clearance items etc where the item has been opened, and to special order items (items built to order or not carried in stock). This is in addition to your statutory rights.

Goods must be returned in a resaleable condition, complete with all contents and packaging.

Please note: Due to the current difficulties caused by COVID 19, we are extending our return day policy up to 60 days after the purchase date. 

In most cases, there will be no restocking fee. 

If you would like to return items after 30 days, large items over 1 mtr, special order items, or you are a business customer, please contact us to discuss options and restocking charge (usually 25%).

Goods must be returned in resaleable condition, complete with all contents and packaging.

Once we receive your return, we aim to process them within 1-3 working days.

You will be notified by email every step of the way:

  • When we receive and are checking in your¬†return
  • Once we have actioned your return by either a refund or replacement.

If you would like to change your ordered product to a different size, model, make or to any other product. Please request a Refund for your ordered product and order your desired replacement product.

  • Request a refund for your ordered product
  • Send it back to us

  • Place a new order for your required product

Replacements only apply in cases where¬†a product¬†is damaged or broken on arrival. We can only replace “like for like”

Replacements only apply in cases where¬†a product¬†is damaged or broken on arrival. We can only replace “like for like”

These type of products usually cannot be returned as they would have been made specific to your requirements. Call us if you would like to return special or custom made products. In some cases we may be able to charge a restocking fee for these returns, however this will depend on the products.

Upon signing for the delivery, please check the parcel for any obvious signs of damage, if the package is found to be damaged you may refuse delivery. If the product is found to be damaged after opening, please report to i-sells.co.uk by raising a returns request within 5 working days of receipt, with an image of the damaged product to request a replacement.