Express Gadgets Limited
This policy is provided in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Under the Consumer Contracts Regulations 2013, you have the legal right to cancel any online order within 14 days of receiving your goods for any reason. This right cannot be removed or restricted by any seller.
Where our voluntary 30-day return policy offers greater benefits than your statutory rights, our policy applies. In all other respects, your statutory rights remain fully intact.
At Express Gadgets Limited, we are committed to ensuring every customer is completely satisfied with their purchase. We operate a clear, fair, and legally compliant returns, refunds, and cancellation process for all orders placed through our website, expressgadgetsltd.co.uk.
Every refurbished device we sell is professionally tested, fully inspected, and verified to be in complete working order before it leaves us. Cosmetic condition is described accurately in accordance with our Product Condition Guide, so you always know exactly what to expect before you buy.
Our policy is structured across four stages — cancellation before dispatch, your statutory 14-day right, our voluntary 30-day returns, and our 6-month seller service warranty. Each is clearly set out below.
| Stage | Type | Key Points |
|---|---|---|
| Before Dispatch | Order Cancellation | Full refund — order cancelled before dispatch. Contact us immediately. |
| Days 1–14 (Statutory Period) | Statutory Cancellation Right / Change of Mind | Change of mind: customer pays return postage. Fault/defect/DOA: we reimburse up to £10 based on item type. Full refund subject to item condition on return. |
| Days 15–30 (Voluntary Period) | Voluntary Extended Returns — EGL Policy | Change of mind: customer pays return postage. Fault/defect: we reimburse up to £10 based on item type. Refund or replacement subject to item condition. |
| Days 31–180 (6 months from purchase date) | Six-Month Seller Service Warranty | Customer pays all return postage — we do not reimburse after day 30. Repair or replacement only. No refunds after day 30. |
If you wish to cancel your order, please contact us as soon as possible before the item is dispatched. Cancelling before dispatch is the quickest and simplest way to receive a full refund — no return shipment is required.
We dispatch orders as follows:
Each product listing on our website clearly states the applicable delivery timeframe for that specific item. Timeframes may vary — specialist or high-value items may require additional processing time. Given that orders placed before 2:00 PM are dispatched the same day, please contact us immediately via WhatsApp if you wish to cancel.
Contact us immediately using one of the following methods. WhatsApp is our fastest channel and the most effective way to stop a same-day dispatch:
If your cancellation is confirmed before dispatch, we will cancel your order immediately and issue a full refund to your original payment method. You will be notified by WhatsApp, SMS, email, or a combination of these.
Once dispatched, we are unable to cancel the order or intercept the delivery. You have two options:
Once dispatched, the standard return process applies. All conditions regarding item condition, damage, and account locks set out in Section 3 will apply upon inspection.
If our courier (Royal Mail or DHL) is unable to deliver your order because no one is available at the delivery address, the following process applies:
If your parcel is returned to us by Royal Mail or DHL following failed delivery attempts, we will contact you promptly via WhatsApp, SMS, or email to discuss your options.
Option 1 — Redelivery: We will arrange redelivery where possible. Please note that additional delivery charges may apply for re-dispatched orders.
Option 2 — Refund: We will process a refund to your original payment method. Please note that non-recoverable outbound delivery costs may be deducted where applicable.
If you are able to rebook delivery directly with the courier using your tracking number before the parcel is returned to us, we encourage you to do so. Contact us if you need assistance.
The following instructions apply to every return and warranty claim regardless of the reason or period. Please read this section carefully before dispatching any item back to us.
Contacting us before initiating any return is mandatory for all periods.
Please contact us via WhatsApp, phone, or email before dispatching any item. This is required so we can confirm your return authorisation, provide the correct return address and instructions, and ensure your return is processed without unnecessary delay. Returns received without prior authorisation may result in processing delays. We do not offer a collection service. You can reach us via any of the following methods:
Important Note: We strongly recommend using a tracked postal service for all returns. Royal Mail Tracked 24 or an equivalent service is advised. Please retain your proof of postage until your return has been fully resolved. Express Gadgets Limited cannot accept liability for items lost or damaged in transit during return.
You must include the following information on a clearly written note inside the parcel for every return:
Express Gadgets Limited cannot be held responsible for delays caused by missing or incomplete return information.
Proper packaging is essential to ensure your item arrives back to us safely and without additional damage in transit. Please follow the guidance below when preparing your return:
If the original packaging is no longer available:
Express Gadgets Limited cannot accept liability for any damage caused to returned items during transit as a result of inadequate or insufficient packaging. If a returned item arrives damaged due to poor packaging, this may be treated as additional customer-caused damage and will be assessed as part of the return inspection.
Please take care when packaging your return — especially for high-value items such as MacBooks, iPads, iMacs, and gaming laptops. The cost of packaging materials is far less than the cost of a damaged device.
This applies to all returns across all periods — statutory 14-day, voluntary 30-day, and the 6-month warranty period.
The item must be returned in the same condition as at the time of original purchase.
This means the item must show no additional damage, deterioration, or degradation beyond what was present and accurately described in the original product listing at the time of sale. Normal, careful handling of the device to inspect and assess it is acceptable. Any additional wear, damage, or deterioration caused by the customer after purchase is not.
If the item has been degraded or damaged by the customer after purchase:
A customer purchases a device graded as Very Good condition. After 25 days, they contact us to return it. Upon receipt and inspection, our technicians determine that the device now has additional screen damage and new scratches to the body that were not present at the time of sale.
In this case, a deduction of 60%–85% will be applied for the screen damage, reflecting both the repair cost and the reduction in resale value. If the damage is so severe that the device cannot be recovered or resold, the return will result in a £0 refund and return eligibility is lost.
Our technicians will assess the condition and communicate the outcome in writing via WhatsApp, SMS, or email before any refund is processed.
For refund and replacement returns — mandatory.
Before returning any item for a refund or replacement, you must fully remove all personal data and deactivate all account-based security features. This includes:
Returning a device with any active locks or personal data will pause processing of your refund or replacement. We will notify you via WhatsApp, SMS, or email and request you resolve this before we proceed.
For warranty repair returns — strongly advised but not mandatory.
Active cloud accounts and remote security locks can restrict our ability to fully inspect, diagnose, and repair your device. We strongly advise removing and deactivating all accounts and security locks before returning any device for repair. Express Gadgets Limited cannot be held responsible for delays in completing a repair caused by active security restrictions that were not removed prior to return.
If you are unable to remove or deactivate locks due to any issues before returning for repair:
Please contact us before returning the item. Do not return the device without contacting us first. Once we have confirmed your return, you may send the device to us and our technicians will carry out a full inspection upon receipt.
Following inspection, once we have addressed the defect preventing access, we will contact you via WhatsApp, SMS, email, or a combination of these with guidance on how to remove or deactivate the lock remotely. In many cases, locks can be removed remotely without the device being physically present. For example:
If you are able to remove the lock remotely after receiving our guidance, please do so promptly so that we can proceed with the inspection and repair without further delay.
If the device is so defective that neither the lock can be removed remotely nor we are able to access the device for inspection:
We will notify you of this situation via WhatsApp, SMS, or email. In such cases, we will first carry out repair work to address the defect preventing access. Once the defect has been resolved and the device is accessible, we will inform you and request that you remove or deactivate the lock remotely at that stage. We will then proceed with the full inspection and repair. You will be kept informed throughout this process.
If, after the defect has been resolved, you are still unable to remove or deactivate the lock remotely, we will return the device to you so that you can unlock it directly. Once the device has been fully unlocked and all account locks and personal data have been removed, you may return it to us again for repair, replacement, or refund in accordance with this policy and subject to the applicable return period at that time.
The following types of damage, if found during inspection and determined to have occurred after delivery, will affect your return eligibility as set out in Section 3.5:
Deduction: 20%–50% for minor physical/non-screen damage | 60%–85% for screen or major damage | Up to 100% for unrecoverable damage
The following table clearly sets out who is responsible for return postage costs in each scenario:
| Period | Return Reason | Who Pays Return Postage |
|---|---|---|
| Days 1–14 | Change of mind / accidental order | Customer pays — we do not cover this |
| Days 1–14 | Fault, defect, DOA, or item not as described | We reimburse up to £10 based on item type, upon receipt and inspection |
| Days 15–30 | Change of mind | Customer pays — we do not cover this |
| Days 15–30 | Fault, defect, or item not as described | We reimburse up to £10 based on item type, upon receipt and inspection |
| Days 31–180 (6 Months Warranty) | Any reason including hardware fault | Customer pays — we do not cover return postage after day 30 |
Where we reimburse return postage, the reimbursement will be processed following receipt and inspection of the returned item and will be issued alongside your refund or replacement confirmation. The reimbursement amount will reflect the actual postage cost up to a maximum of £10, based on the size, weight, and type of item. We recommend using Royal Mail Tracked 24 or an equivalent tracked service and retaining your proof of postage.
Please note that return postage reimbursements cannot be processed through Stripe as they fall outside the original transaction amount. Where postage reimbursement is applicable, we will contact you via WhatsApp, SMS, or email to arrange a separate payment via bank transfer or PayPal, upon agreement.
For all returns across all periods, upon receipt of your item we will acknowledge safe arrival via WhatsApp, SMS, email, or a combination of these. Our qualified technicians will then carry out a full inspection. You will be notified of the outcome — including any refund amount, deduction, replacement decision, or repair update — before any further action is taken. Where a deduction is applied, we will provide a clear written explanation of the reason and percentage before processing.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel any online order within 14 calendar days of receiving your goods — for any reason, without explanation. This is your statutory 'change of mind' or 'cooling-off' right.
Notify us clearly in writing before the 14-day period expires using any contact method in Section 3.1. Your notification must include your order number, the item(s) you wish to cancel, and your contact details. A model cancellation form is provided at the end of this policy for your convenience, though its use is not mandatory.
Once you have notified us, you must return the item within 14 calendar days of your cancellation notification, following all instructions in Section 3.
The statutory 14-day cancellation right is a change of mind right. As such, the customer is responsible for all return postage costs when exercising this right for change of mind or accidental order reasons.
Where the return is due to a confirmed fault, defect, Dead on Arrival (DOA), or item not as described, Express Gadgets Limited will reimburse return postage up to £10 based on the item type, following receipt and inspection. Please see Section 3.8 for the full postage table.
We recommend Royal Mail Tracked 24 or an equivalent tracked service. Please retain your proof of postage.
Upon receipt and inspection, refunds are processed within 14 calendar days to your original payment method. The item must be returned in the same condition as at the time of purchase (see Section 3.5). The following framework applies, permitted under Regulation 34(9) of the CCR 2013:
| Return Condition | Deduction | Outcome |
|---|---|---|
| Same condition as purchased — no damage or degradation | None | Full refund |
| Used beyond reasonable inspection — no physical damage | Reasonable deduction for diminished value | May apply partial refund |
| Minor cosmetic damage or degradation caused by customer | 20%–50% based on extent and recoverability | Partial refund |
| Screen damage or major damage caused by customer | 60%–85% based on extent and repair cost for that specific device | Partial refund |
| Severe or unrecoverable damage — device unsaleable | Up to 100% deduction | Refund of £0 |
| Active iCloud, MDM, Google, or any security lock activated by the customer after dispatch | Refund withheld pending lock removal. We will assist and guide you to remove the lock remotely where possible. If the lock cannot be resolved, the device will be returned to you. If the device is not accepted or the lock remains unresolved after 30 days, a 100% deduction will be applied. | Withheld pending resolution. Refund of £0 after 30 days if unresolved. |
In addition to your statutory rights, Express Gadgets Limited voluntarily extends its return window to 30 calendar days from the date of delivery. This is offered as an additional customer benefit and is not required by law.
Returns requested between day 15 and day 30 are accepted at our discretion and are subject to the conditions in this section and the general return instructions in Section 3.
For change of mind returns during the voluntary period (days 15–30), the customer is responsible for all return postage costs.
Where the return is due to a confirmed fault, defect, or item not as described within the first 30 days from purchase, Express Gadgets Limited will reimburse return postage up to £10 based on the item type, following receipt and inspection. Please see Section 3.8 for the full postage table.
The item must be returned in the same condition as at the time of purchase. Items returned in a worse condition due to customer-caused damage or degradation will be subject to deduction or declined as set out in Section 3.5.
| Return Condition | Outcome |
|---|---|
| Same condition as purchased — undamaged | Refund, repair or replacement offered as per the return policy |
| Minor cosmetic damage caused by customer | Partial refund (20%–50% deduction) or return declined at our discretion |
| Screen damage or major damage caused by customer | Partial refund (60%–85% deduction) or return declined at our discretion |
| Severe or unrecoverable damage | Return declined — no refund issued |
| Active account lock or security lock on return | Return declined until lock removed. If unresolvable, no refund issued. |
Where a return is accepted, the refund or replacement will be processed within 14 calendar days of receipt and inspection. Refunds are issued to the original payment method. You will be notified of the outcome via WhatsApp, SMS, email, or a combination of these.
All refurbished devices sold by Express Gadgets Limited are covered by our 6-month Service Warranty. The warranty period runs for 6 months from the date of purchase and is provided in accordance with the Consumer Rights Act 2015.
After the initial 30-day return period has expired, refunds are no longer available. The warranty remedy is limited to repair or replacement only. Customer-caused damage or degradation that was not present at the time of purchase will affect warranty eligibility as set out in Section 3.5.
For all warranty claims submitted after day 30, the customer is responsible for the full cost of return postage. Express Gadgets Limited does not reimburse return postage for warranty claims made during the 6-month warranty period. We recommend Royal Mail Tracked 24 or an equivalent tracked service and retaining proof of postage.
Under Section 19 of the Consumer Rights Act 2015, for faults reported within the first 6 months from purchase, the fault is presumed to have been present at the time of delivery unless Express Gadgets Limited can demonstrate otherwise.
We may carry out a technical assessment to determine whether the fault is pre-existing or was caused by the customer after delivery. You will be informed of the outcome via WhatsApp, SMS, and/or email.
Contact us before returning any item for a warranty claim. Provide your order number, a description of the fault, and where possible photographs or video evidence. Follow all general return instructions in Section 3. You can reach us through our contact page.
If an accessory included with your order develops a fault or issue, please contact us before taking any further action. We will assess the situation and advise on the most appropriate resolution.
In many cases, where you are able to provide clear proof of the fault, such as photographs or a video demonstrating the issue, we may be able to resolve the matter without requiring the accessory to be returned. Where appropriate, we will dispatch a replacement accessory directly to you once the fault has been confirmed, without the need to return the original item.
In other cases, particularly where the accessory is of higher value or where physical inspection is necessary to confirm the fault, we may ask you to return the faulty accessory to us. Once received, we will inspect the accessory and proceed with a repair, replacement, or other suitable resolution in accordance with this policy.
Where a replacement or repair is not possible or appropriate, and both parties agree, we may offer a partial refund reflecting the value of the faulty accessory, provided this occurs within 30 days of the date of purchase, in line with our return and refund eligibility period. If a partial refund is not suitable or you do not agree to this option within this period, you retain the right to return the full item for a complete refund, subject to the terms and conditions set out elsewhere in this policy.
After 30 days from the date of purchase, faulty accessories fall outside our refund eligibility period and a refund will not be available. In these cases, we will provide a replacement or repaired accessory in accordance with our 6 month warranty, rather than a refund.
All returns relating to faulty accessories, including return postage and any applicable reimbursement, will be handled in accordance with the general return instructions set out in Section 3 of this policy.
All refunds are issued to the original payment method used at the time of purchase via our payment processor, Stripe. We are unable to process refunds to a different card, account, or payment method without your explicit written consent.
In exceptional circumstances where the original payment method is no longer available for your main refund, we will contact you via WhatsApp, SMS, or email to discuss and agree an alternative arrangement before any payment is made.
Please note that refunds processed shortly after the original charge may appear as a reversal on your statement rather than a separate credit. In this case the original charge will simply be removed from your statement — this is normal and not an error.
Once your return is inspected and your refund approved, we initiate the refund immediately via Stripe. Please allow the following timeframes from the date we initiate the refund:
| Payment Method | Expected Timeframe After We Initiate |
|---|---|
| Visa / Mastercard | 5–10 business days to appear on your statement |
| Debit Card | 5–10 business days to appear on your statement |
| Apple Pay | 5–10 business days (processed to the underlying card) |
| Google Pay | 5–10 business days (processed to the underlying card) |
| PayPal | 3–5 business days to your PayPal account (may vary depending on PayPal settlement settings) |
Once initiated, refund timelines are controlled by your bank or card issuer and are outside our control. In some cases banks may take up to 15 business days to post the credit to your account. You will be notified via WhatsApp, SMS, or email as soon as your refund has been initiated on our end.
If you have not received your refund within the timeframes above, please take the following steps before contacting us:
If your item arrives faulty, not as described, or showing any signs of damage that may have occurred during transit, you must contact us immediately upon delivery — ideally on the same day and no later than within 24 hours of the delivery being made.
Immediate reporting is essential. Transit damage can only be verified at the point of delivery and inspection. The longer you wait to report damage, the more difficult it becomes to establish that the damage occurred during transit rather than after the item was received. Any damage reported after 24 hours of delivery cannot be attributed to transit and will be assessed under our standard return condition policy as set out in Section 3.5. This may result in a reduced refund or no refund depending on the extent of the damage.
We also strongly advise that you or a nominated person is present at the delivery address to receive the order in person and inspect it immediately upon receipt.
Where a fault or transit damage is confirmed and reported to us immediately upon delivery, you are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015. We will reimburse your return postage up to £10 based on item type upon receipt and inspection of the returned item.
Please note that this immediate reporting requirement applies specifically to transit damage and Dead on Arrival faults. It does not affect your wider statutory rights under the Consumer Rights Act 2015 for faults that develop during normal use within the warranty period.
For all cancellations, returns, refund requests, warranty claims, or general queries, contact our customer service team. Email is our primary and fastest response channel. For order related queries, please include your order number and purchased item details.
For our full complaints procedure, including escalation options and alternative dispute resolution, please refer to our Complaints Policy page at expressgadgetsltd.co.uk/complaints.
In accordance with Schedule 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the following model cancellation form is provided which you can use for return. Its use is not mandatory — any clear written statement of your intention to cancel or return is sufficient.
MODEL CANCELLATION FORM To: Express Gadgets Limited, 665 Dewsbury Road, Leeds, England, LS11 5LF Email: support@expressgadgetsltd.co.uk WhatsApp / Phone: +44 7770 825370 I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods: Item(s) ordered: _______________________________________________ Order number: _______________________________________________ Date ordered: _______________________________________________ Date received: _______________________________________________ Full name: _______________________________________________ Address: _______________________________________________ Phone number: _______________________________________________ Email address: _______________________________________________ Signature (if by post): _______________________________________________ Date: _______________________________________________ (*) Delete as appropriate.
This policy has been prepared in compliance with the following UK legislation:
| Legislation | Relevance |
|---|---|
| Consumer Rights Act 2015 | Goods must be of satisfactory quality, fit for purpose, and as described. Sets the hierarchy of remedies and the 6-month burden of proof provision. |
| Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 | Establishes the 14-day statutory cancellation right and permits deductions for customer-caused damage or diminishment in value on return. |
| Consumer Protection from Unfair Trading Regulations 2008 | Prohibits misleading commercial practices. Policies must not misrepresent consumers' statutory rights. |
| Electronic Commerce (EC Directive) Regulations 2002 | Requires clear pre-contract information and a transparent ordering process for online sellers. |
| Alternative Dispute Resolution for Consumer Disputes Regulations 2015 | Requires online traders to inform consumers of ADR options available for unresolved disputes. Complaints Policy available at expressgadgetsltd.co.uk/complaints. |
| UK GDPR and Data Protection Act 2018 | Governs handling of personal data on returned devices and throughout the customer relationship. |
The questions below cover the most common queries about our returns, refunds, and cancellation process. They are based on the full policy above — refer to the relevant section number for full details.
You have 30 days from the date of delivery to return an item. Within the first 14 days this is your statutory legal right. From day 15 to day 30 it is our voluntary extended return policy. After 30 days only our 6-month warranty applies and refunds are no longer available. See Sections 4 and 5.
Yes. Contact us immediately via WhatsApp on +44 7770 825370 — this is the fastest way to stop a same-day dispatch. Orders placed before 2:00 PM are dispatched the same day so speed is essential. If confirmed before dispatch we will cancel and issue a full refund straight away. See Section 2.
Yes you can return it — within 14 days as a statutory right, or up to 30 days under our voluntary policy. However for change of mind or accidental order returns you are responsible for all return postage costs at all times. We do not cover return postage for change of mind returns. See Sections 3.8 and 4.2.
Yes — but only within the first 30 days from purchase and only where the issue is our responsibility, such as a confirmed fault, defect, Dead on Arrival, or item not as described. In those cases we reimburse up to £10 based on the item type. After day 30 all return postage is the customer's responsibility regardless of reason. See Section 3.8.
The item must be returned in the same condition as at the time of original purchase. If you have caused additional damage or significant degradation, a deduction will be applied or the return may be declined. Minor damage: 20%–50% deduction. Screen or major damage: 60%–85% deduction. Unrecoverable damage: up to 100% deduction and return eligibility may be lost. See Section 3.5.
You can return the item but screen damage caused by the customer will result in a deduction of 60%–85% from your refund depending on the extent of damage and repair cost for that specific device. If the damage is unrecoverable, you may receive no refund. Our technicians will assess and notify you in writing before processing. See Sections 3.5 and 4.3.
If you still have the original packaging your item arrived in please use it — it was designed for that specific device. If not, use a sturdy box with bubble wrap around the device on all sides, especially for expensive items like MacBooks or iPads. Seal securely with parcel tape. Poor packaging that causes transit damage may be treated as additional customer-caused damage. See Section 3.4.
Yes — for all refund and replacement returns, removing your iCloud account, disabling Find My Device, and clearing all personal data is mandatory. Failure to do so will pause your refund until resolved. For warranty repair returns it is not mandatory but strongly advised. See Section 3.6.
Contact us before returning the item. Explain the situation and we will advise you. Once received, our technicians will inspect it and communicate the outcome. In many cases locks can be removed remotely — we will guide you through this. If still not possible, we will return the device to you for direct unlocking. Do not return without contacting us first. See Section 3.6.
Once we initiate the refund via Stripe, allow 5–10 business days for Visa, Mastercard, Apple Pay, or Google Pay and 3–5 business days for PayPal. Some banks may take up to 15 business days. You will be notified via WhatsApp, SMS, or email as soon as we initiate the refund. See Section 7.1.
Our 6-month warranty from the date of purchase covers hardware faults not caused by the customer that were not present at the time of sale. It does not cover accidental damage, liquid damage, screen damage caused by the customer, or normal wear and tear. The remedy is repair first then replacement — no refunds after 30 days. See Section 6.
No — refunds are not available after 30 days. However if your device develops a genuine hardware fault within 6 months of purchase our warranty covers you and we will repair or replace the device. See Section 6.
Royal Mail will attempt redelivery the next working day and leave a 'Something for You' card. DHL will make up to two attempts and may hold the parcel at a local Service Point. If returned to us we will contact you to arrange redelivery or a refund. You can also rebook directly with the courier using your tracking number. See Section 2.4.
Contact us immediately — ideally the same day and no later than 24 hours after delivery. Transit damage reported after 24 hours cannot be attributed to shipping and will be assessed as customer-caused damage. Report immediately via WhatsApp for the fastest response. See Section 8.1.
Include a note inside the parcel with: your full name, order number, phone number, email address, item name and model, and reason for return. Missing information may cause delays. See Section 3.3.
Express Gadgets Limited, 665 Dewsbury Road, Leeds, England, LS11 5LF. Always contact us via WhatsApp before sending any return. See Section 3.2.
The fastest way is WhatsApp on +44 7770 825370. You can also call the same number (Mon–Fri 10am–5pm, Sat 10am–2pm) or email support@expressgadgetsltd.co.uk. Always contact us before sending anything back. See Section 3.1.