We hope that you're pleased with your purchase from EE Store, however we do understand that occasionally, you may need to return goods to us. Please follow the returns process which you feel applies to you.
If You Have Simply Changed Your Mind
You have the right to return the good(s) for any reason up to 14 days after receiving them. If you contact us to cancel your order before you have received the goods, this process will still apply as we can’t always stop an order from dispatching.
You can refuse delivery of the goods, our couriers will then return the goods to sender.
Once delivery is accepted you need to go to your account area and arrange a return as unwanted goods. Once a returns number has been provided (RMA) you can return the goods at your own cost. We advise customers to return goods using a fully tracked proof of delivery service. The postage costs are for you to cover as a consumer.
Faulty Goods
If your goods arrive faulty or become faulty within 6 months, we will often instruct you to contact the manufacturer directly for a warranty refund, repair or replacement. This is often the quickest way to have a fault resolved. If they confirm the item is faulty, they will repair or replace it for you or refer you back to us with a fault number/document and our customer service team will arrange the return for you.
To begin a return for faulty goods, please visit your account area and begin a return. Once a returns number has been provided (RMA) our customer service team will provide a returns method based on the value and weight of the item. Most faulty returns are done using a pre-paid returns label and the costs are covered by us.
Goods Damaged On Arrival
Sorry your item has arrived damaged. Please check the condition of all item(s) as soon as they are delivered - if the packaging is damaged, please do not sign for the goods and notify us as soon as possible.
If the packaging is in good order, please go ahead and sign for the delivery.
After signing for your item(s), please check them as soon as possible. If the items are damaged, we have no recourse with the courier unless reported within 24 hours so please check thoroughly once received.
Damaged items we require images of the item itself and packaging showing all sides to support on the query.
For us to deal with your claim, we ask that you notify us of any damage within 5 working days of receipt. But we ask for them to be checked and reported on the day of delivery or as soon as you are aware of the damage.
Other
If you receive goods from us that differ from what you have ordered, then we require that you notify us as soon as possible so we can resolve the matter for you. We ask customers to check goods on arrival and report any discrepancies within 5 working days of receipt.
Packaging Goods for Return
In all cases where goods are to be returned to us, then please ensure that you read our Return of Faulty Goods: Packaging Guidelines
Next Steps: Returning Goods Using Our Online Returns Tool
EE Store has a special online tool designed to make the process of returning goods as simple as possible. The tool will prompt you for all the information we need to know in order to arrange your return for you. Please click the link below to learn more and/or to start the process: Arranging a return online.