Returns and refunds

Changed your mind, or something arrived faulty? Here is exactly what to do, what it costs you, and how long the money takes to come back.

Last updated 5 September 2026

1. If you changed your mind

You may cancel your order and return anything within 30 days of the day it was delivered. You do not have to give a reason.

The law gives consumers 14 days for a distance purchase. We give 30 because 14 is not long enough to be sure about a thing you have only just unpacked.

2. How to send something back

1. Email support@ecproduct.uk within 30 days of delivery. Include your order reference (it is on your confirmation email) and say which items you are returning.
2. We will reply with the return address and a short reference to write on the parcel. Please wait for this — a parcel that arrives with nothing to identify it is very hard for us to match to your refund.
3. Pack the item securely, ideally in its original box, and send it using a service that gives you proof of postage.
4. Once it reaches us we check it, email you, and refund you.

Please send the parcel within 14 days of telling us you are returning it.

3. What condition it needs to be in

You are welcome to open the box and examine the item the way you would in a shop. What you may not do is use it.

If an item comes back showing more handling than that — scratches, missing accessories, a charger that has clearly been in service — we may reduce your refund to reflect the loss in value. We will always email you first and explain the figure before we do.

4. Who pays the postage

Where we pay, tell us before you post and we will either send you a prepaid label or reimburse a reasonable standard postage cost against your receipt.

5. How and when you are refunded

We refund to the same card you paid with. We cannot refund to a different card or by bank transfer, because the refund is made through the original payment.

We process the refund within 14 days of the item reaching us — usually a good deal sooner. Once we have sent it, your bank normally takes a further 3 to 5 working days to show it on your statement. That last part is out of our hands.

What you get back

• The full price of the returned items.
• Nothing for delivery, because you were not charged for it. Delivery is free on everything we sell, so there is no delivery charge to give back.

6. If it arrived faulty or damaged

Email us with your order reference and a photograph of the problem. Photographs let us settle most cases the same day rather than waiting for the parcel to travel back.

Within 30 days of delivery you can ask for a full refund, a replacement, or a repair, and the choice is yours. We pay the return postage either way.

If a parcel arrives visibly damaged, it helps a great deal if you photograph the outer packaging before opening it.

7. If we sent the wrong item

Tell us and we will send the right one at our cost and collect or pay for the return of the wrong one. You will not be out of pocket, and you do not have to wait for the wrong item to reach us before we dispatch the correct one.

8. Faults after the first 30 days

Everything we sell has a 12 month warranty from delivery. If a fault appears through normal use during that time, we will repair the item, replace it, or refund you.

The warranty does not cover:

• accidental damage, liquid damage, or damage from misuse
• normal wear, including the gradual loss of battery capacity over time
• items opened, modified or repaired by someone else
• consumable parts such as ear tips

9. What we cannot take back

The right to change your mind does not apply to a small number of things:

• Components whose anti-static packaging has been opened and which have then been installed. Examining a processor or a graphics card is fine; fitting one, applying thermal paste, or bending its pins is not, because it cannot then be sold as new. This does not affect your rights if the part is faulty — a faulty part can always be returned, installed or not.
• Items made or configured specially for you.
• Items you have damaged yourself.

10. Your legal rights

Nothing on this page reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Goods must be as described, of satisfactory quality and fit for purpose. Where this policy is more generous than the law — as with our 30 day window — the more generous term applies.

Detailed advice on your rights is available free from Citizens Advice.