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Returns

Returns

Returns, Refunds and Exchanges...

We want you to be 100% happy with the items you buy from BoysStuff.co.uk.  But if for any reason you're not completely satisfied with any of the items you have ordered from BoysStuff for, or if on the off chance you have received a lemon (i.e.: damaged or defective goods) we’re here to help you.  Now that bit was easy – here comes the detail:

How to do it....

Firstly, you must notify BoysStuff.co.uk in writing within fourteen days of receipt of your purchase. Contact CustomerCare@BoysStuff.co.uk  and request a RMA number, this is really important as it will be used to track and progress your return, refund or exchange at BoysStuff HQ.  For the avoidance of any doubt we do not have any obligation whatsoever to accept the return of any unwanted items notified to us after fourteen days of receipt of purchase.

Please note that any items returned without a RMA number will not be processed. Write the RMA number on the outside of the parcel below the return address. Please note that once an RMA is issued you need to return the item within seven days. If we haven't received the item within seven days from the date we issued the RMA we will assume you no longer wish to return the item and close the RMA. You must then request a new RMA.

We strongly recommend you use a tracked service to get items back to us - neither BoysStuff nor any third party supplier cannot be held responsible for returned items that go missing in transit. It is the responsibility of the customer to ensure that the goods being returned are packaged to ensure the item is not damaged in transit.  We will process your return as soon as we can – in most cases within a few days, but always within fourteen days of receipt.

Refunds are always processed promptly once we have received the returned product. However please note that there can be a delay of up to 10 days between our processing the refund to your card and it showing on your bank or card statement. This is how the banking system operates and is outside our control. The cost of your item will be refunded to the credit/debit card used to make the purchase or by cheque. Delivery or gift-wrapping charges are not refunded, unless the item was deemed to be faulty when received.

Now here is the small print (please see Terms and Conditions for full legal contract details)....

If an item has been modified, misused, damaged and / or is not in resalable condition we will not be able to provide a refund / replacement. When returning goods they must be sent back in their original condition and packaging (if any) with all warranty cards, licences, manuals and accessories. Goods must be returned in the condition received. Unfortunately we are not able to accept returns for consumer perishables such as food and drink products, flowers, personalised gifts or personal items such as under garments or self assembly furniture eg gaming chairs (once partially or wholly assembled) unless faulty. In addition, we are unable to accept returns for, earrings or toiletries etc unless they are unopened and in their original packing.

If you receive the wrong items:
In the unlikely event that the wrong item is sent to you please contact our customer services team who will instruct you how to return the item. Please remember that:

  • An RMA needs to be generated so that it can be processed by our warehouse.
  • We cannot process any returns without an RMA.
  • We cannot dispatch a new item unless we have received the wrong item back in our warehouse and inspected its condition.
  • We will refund any shipping costs you incur provided that the item is in new and unused condition when we receive it and you have followed our return instructions.

Unwanted item: This is an item purchased and deemed unwanted by the purchaser. We must be notified within fourteen days of receipt of purchased item. The item must be returned unopened, and in re-sellable condition. If the item has been opened, or the item has been modified, used, or otherwise played with we will not be able to provide a refund / replacement.  BoysStuff.co.uk has the right to charge its customers a minimum handling fee of £20.00 plus any return postage costs incurred.  It is the responsibility of the customer to return unwanted items in line with the terms noted above.

  • An RMA needs to be generated so that it can be processed by our warehouse.
  • We cannot process any returns without an RMA.
  • FaceBook and Twitter are not considered to be valid forms of communication for dealing with returns and should not be used.

Faulty Item: A faulty item is one that is faulty due to manufacturing fault only. If the item has been misused, abused, damaged through use or otherwise modified we will not be able to provide a refund or replacement.

Faulty products within warranty (within 6 months of purchase).  If during the first six months of using your product it ever lets you down by failing to operate through defects in manufacturing or materials used, please contact customer services so that we can help you establish if the product is faulty; CustomerCare@BoysStuff.co.uk.

If the product is faulty we will issue you with an RMA reference number and advise you on the most suitable way to return the goods. Please remember that:

  • Some products must be returned directly to the manufacturer for repair or replacement.
  • Some products carry a component warranty and cannot be replaced but a suitable component repair/replacement will be arranged by the manufacturer.
  • Some products must be repaired at your premises due to their nature. In this case a repair specialist may need to come to your premises. This is the case with some large items (furniture for example) or items that are installed at your premises like fitness equipment.
  • Some very large items might require a specialist courier to visit you to collect the item. Don't worry though, this is not the norm and is only required for very few products.
  • We will cover reasonable costs of returning a faulty item to us (if applicable) provided that you have returned the item in accordance with our instructions. We not unreasonably expect customers to seek to minimise any costs of returns by obtaining competitive rates.  We will at our sole discretion determine what is considered to be reasonable. We cannot cover the cost of international returns.
  • Faulty products that were purchased over 30 days ago can only be replaced or repaired - we cannot issue refunds for products that were purchased more than 30 days ago.
  • We will replace faulty items provided that the fault is not the result of misuse. Please see faulty products as a result of misuse section for more information.
  • If the product is not available for replacement and cannot be repaired we may (at our choice) either substitute it with a model of equal or higher value, offer you vouchers which equal the purchase price of the item (if purchased over 30 days ago) or refund the cost of the item (if purchased within the last 30 days).

Faulty products outside warranty (over 6 months have passed from purchase date).
We cannot replace or refund items that are outside their warranty period. However, we will do our best to assist you in finding a replacement part or repair outlet.

Faulty products as a result of misuse:

  • We can not replace or issue a refund for a misused product.
  • We will return the misused item back to you if you are happy to incur the administration & shipping costs of £19.95 (this does not include any collection costs or international shipping costs - if we have arranged for a specialist courier to collect the item or we need to return it abroad, the cost will be additional).
  • We will hold the product for a maximum of 30 days, after this period we will dispose the item.

Faulty Products that appear to be working when inspected by our returns warehouse:

  • Our warehouse team will call you or email you to request more information so that they can try to replicate the problem. If we cannot get in touch with you, we will hold the item for a maximum of 30 days before disposing the item.
  • If the product is found to be working fine the customer will be responsible for arranging collection of the item from the warehouse.  We will hold the item for 14 days after which time we reserve the right to charge storage of the uncollected item. 

Lost parcels:  If you haven`t received the items within the expected delivery times as specified by the selected delivery service please contact our customer service team. We’ll let you know when the items were dispatched and contact the courier to establish where your parcel is.

If after fourteen days from dispatch date and you still haven`t received your items we will dispatch a replacement parcel at no cost to you.

Lost or damaged parcels must be reported in writing/email within 7 days of placing the order. We cannot offer any compensation for lost parcels not reported within this period.

We're here to help you, so please get in touch with us as soon as possible and we'll try to make the process as easy as we can!

Customer Service Team