Return Policy

The Best Brands Refund and Exchange Policy

 

We hope that you will be happy with any purchase you make from The Best Brands. However we understand that at times items may not be as expected and should you wish to return an item, you may do so within the timescales and conditions outlined below.

 

1.1 The Best Brands Distance Selling Regulations

All online purchases are subject to distance selling regulations; this allows Customers to purchase an item from our website and then return the item should it not be required and/or not expected for full refund within 14 Calendar days of receipt. To enable this we require the item to be returned with a proof of purchase, in an resalable 'as new' condition and in accordance with the The Best Brands  returns policy.

If you are returning a product, you must confirm your order number or supply proof of purchase.

If we are unable to verify your proof of purchase, we regret that we will be unable to issue a refund or exchange. Your statutory rights are unaffected.

If you choose to return an item, please do take care of it whilst it is in your possession. Please return your unused product; with the original packaging, accessories and manuals. Promotional bundles must be returned in their entirety in order for this to be refunded. See below for exclusions:

Distance Selling Regulations specifically excludes the following:

- Opened entertainment products (computer software, movies, music, video games, memory cards and USBs) as these will be deemed used;
- Products purchased with a subscription contract (unless purchased at distance, where you must inform us of your intent to return within 14 Calendar days)
- Mobile top-up cards;
- Items ordered especially for you (i.e. from the manufacturer) 
- Any items that we have had to modify to fit in with your installation requirements (e.g. items that have had holes drilled through them).

In the event that the services are provided with your agreement prior to the end of this 14 Calendar day cancellation period, you lose your cancellation rights from the moment that the services are provided to you.

If you return a used item, we reserve the right to refuse a refund or reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected

For all goods purchased online and returned within 14 days we would expect all goods to be returned in a resaleable  'as new' condition and the goods must not have been used. This would require product seals, packaging and contents to be in-tact. We do understand that box seals would need to be broken to assess the item however we would request that due care and attention is taken not to damage the package when the seals are removed.

When required, a cancellation can be made using the model cancellation/returns form within the ‘Product Returns’ Section of your account.

A refund of all monies received, including the outbound delivery cost, within 14 days of cancellation of the services contract or within 14 days of receiving goods back will be processed as standard. If you are able to provide proof of return before you receive the goods back, you should receive a refund within 14 days of sending that proof.

In the case of unwanted goods The Best Brands will not cover cost of the postage fee incurred to return the goods to us.

The Best Brands currently offer a Free delivery service and this would be classed as our basic rate, please note that any difference in cost  between this and your original chosen delivery fee will not returned.

In the case of faulty goods or incorect goods returned within 14 days, If you choose to have the goods delivered by more expensive means than the cheapest standard delivery option offered/available, you will not receive a refund of the full outbound delivery cost, but only the cost of the standard delivery option which could have been chosen.

 

RETURN DELIVERY FEES: If the Customer decides to return their parcel by their own means, the refund of the expenses will not exceed the minimum delivery charge required by a trusted parcel service to return the item to us. Any service used above and beyond the standard rate will not be covered under this policy. Proof of posting will be required. Please ensure The Best Brands Customer Services are consulted prior to any return fees being paid. All postage refunds must be agreed with The Best Brands Customer Service Team, in writing, prior to return.

Where goods received are faulty or not fit for purpose or as described, customers will have different rights which are covered by the Return under warranty policies.

It is our responsibility to supply you with the goods that meet your consumer rights.

This Policy does not affect your legal rights.

 

1.2 SERVICE PLANS AND LOANS

Returns and exchanges on all subscription services are determined by the provider and other cancellations may apply. Any cancellation period will be set out in your agreement with us or the subscription provider, as applicable.

 

1.3 HOW TO RETURN OR EXCHANGE AN ITEM

Should you wish to return an item, please follow one of the methods below

 

1.3.1 Contact Our Customer Services Team

The simplest way to arrange a return is to email our Customer Services Team on contact@thebestbrands.co.uk

 

1.3.2 Warranty Repair/Replace

This warranty does not apply to any defect in the goods arising from the below:

  • Fair Wear & Tear
  • Wilful Damage
  • Accidental Damage
  • Negligence by the Customer or any third party.
  • Usage otherwise than as recommended by the Manufacturer
  • Failure to follow the Manufacturer’s instructions
  • Any alteration or repair carried out without the Manufacturers approval.

This warranty or guarantee is in addition to your consumer rights.

All new products sold by The Best Brands will have at least a 1 year manufacturer warranty (unless otherwise stated) which is effective from the delivery date. The full details of the term and what is covered will be with the instruction book with your product or upon the manufacturers’ website.

 

1.3.3 The Best Brands Fair Returns Policy

The Best Brands operate a fair returns policy, this allows customers who have a faulty item to have the item returned to us for repair, replacement or in some cases a refund. This policy does not affect nor incorporate the 14 Calendar day distance selling regulations policy.

A Customer whose device is faulty within the warranty period will have the right to have their item returned for repair; The Best Brands require customers to ensure their return is authorised by our customer service team, this will require the Customer sending an email to our Customer Services team to identify the reason for return and the required action, after 14 days the outcome of this return will then be at the discretion of the Customer service team. After the return has been agreed a returns reference will be provided and you will be advised on how to return the item to us, all shipping and returns information will be supplied by our Customer Services Team. Any returns that are sent to The Best Brands without the knowledge or authorisation of the customer services team may be rejected.

The Best Brands will not take responsibility for any returned items that were not requested by our returns team or purchased from The Best Brands, this includes SD cards/USB Cables/Cases etc... These items may be destroyed.

 

1.3.4 Returning Goods to The Best Brands after 14 Days

Here at The Best Brands we are always sorry to hear of any problems that you may be having with your purchase. If a  fault occurs within 14 days of purchase then a refund or exchange would be available, should your product become defective after 14 days then your product may be covered under the manufacturer’s warranty period (Normally for a period of 12 months or more). In all cases where the product is returned to The Best Brands we would always need to assess and confirm the issue.

Should a fault occur within the warranty period (after 14 days) then it would be processed under the manufacturers limited warranty terms.

In all cases you may wish to visit the manufacturer's website or contact them directly, very often they may be able to offer troubleshooting and support for the issue you have with your product and this would result in a much swifter process.  Please see manufacturer contact details at the bottom of this page.

As your point of sale, The Best Brands would always be able to assist in a return to our premises and we will then deal directly with the manufacturer on your behalf.

Please be aware that items returned directly to us will experience a longer turnaround time than by contacting the manufacturer directly and that is why we would advise dealing with the manufacturer initially as you would have the problem resolved far quicker that way.

When you return your device, (if applicable) you'll need to ensure that it's unlocked and free of security software that might prevent us from being able to access it.

If the device is locked, disabled or out of warranty cover when you return it and we provide you with a replacement device, we may have to charge you the full cost of the device and / or not process a refund (if applicable):

When returning goods to The Best Brands you'll also need to supply:

  • All the original parts
  • Any accessories or free gifts
  • Certificates, manuals, and warranty cards
  • Packaging (Box, Internal Packaging etc...)

Once back with The Best Brands, providing this is within the warranty period and terms,  the item will be forwarded to the Manufacturer for assessment and subject to the outcome of this a replacement (In some cases this may be a manufacturer refurbished item) or repaired item will be returned to the consumer.

All returned goods will be dealt with by The Best Brands Customer Services at their discretion and will be dealt with accordingly; The Best Brands will require all contents to be returned and to be in a good to new condition in the event that a refund has been agreed by a member of The Best Brands Customer Services. This must always be agreed prior to return.

To contact our returns team, please just click Log in at the top of every page, or My Account at the bottom of the page, and then enter your e-mail address and password.


If the item has been returned to The Best Brands directly then a return would be rejected or subject to associated charges should the item show any signs of the following –

  • Changes to the manufacturer standard settings
  • Attempts to tamper with manufacturer fixings or seals or software.
  • Any personal data upon the unit, removable or not.
  • Seals upon software have been broken
  • The device has non-standardised pin(unlock) code
  • Manufacturer content (Software) has been removed/deleted
  • The issues with the device are not covered by the manufacturers warranty

*The Best Brands will not take responsibility for lost data as a result of returning a device for replacement/repair or refund

 

If your return to the manufacturer does not conform to warranty standards and conditions this would be deemed outside of the manufacturers warranty. The Best Brands would then be unable to provide the remaining warranty on the product and a chargeable repair and assessment fee may be applicable by the manufacturer and/or The Best Brands for this and future repair work.

This policy does not affect your statutory rights.

 

1.3.5 Returning Goods to The Best Brands after 14 Days (NON-FAULTY)

Here at The Best Brands we want to be sure that you are happy with your purchase and whilst we do not ordinarily accept unwanted goods back after 14 days, we may be able to make exceptions in certain circumstances.

Contact us directly to discuss your return further. - contact@thebestbrands.co.uk

Please do note that in certain cases this will involve a fee being applied for this service

This policy does not affect your statutory rights.

 

1.3.6 RETURN CHARGES

In cases where your return is outside of the manufacturers warranty terms a charge may be applicable for the repair and/or the return of the Handset, these charges are variable and dependant on the individual manufacturer; the cost will be provided to the customer in a formal manner and will be required to be paid in order to have the faulty item repaired. Should the customer not wish to pay the repair fee there will be both an assessment fee, again determined by the manufacturer, as well as a returns cost; The returns cost will encompass both the cost for the manufacturer to return the item to The Best Brands as well as the value of The Best Brands shipping the item back to the customer.

Upon the provision of a quote for a faulty repair by the manufacturer, the customer will be bound by a 7 day rejection period, should the repair and cost not be agreed within 7 days of the repair quote The Best Brands will ensure the item is returned to the customer with the aforementioned charges being applicable.

Any repairs carried out on the item without the knowledge or authorisation of The Best Brands and the manufacturer will immediately void the warranty you hold upon the product.

In cases where items are returned and no fault is found there will be a charge for the assessment and the return of the non-faulty item, this charge will be at the discretion of our returns team.

 

DISPUTED CHARGES - Where due care has not been taken with the item and a repair fee is required, a charge may be applied based upon The Best Brands Customer Services and the manufacturers assessment. Should the customer disagree with this assessment then it may be possible to have an independent service centre assess your return. Should the outcome of this assessment be the same as the manufacturer then all associated charges will be forwarded to the customer. Refusal to make payment for these charges within 14 days may result in the manufacturer disposing of your item.

 

RETURN DELIVERY FEES: If the Customer decides to return their parcel by their own means, the refund of the expenses will not exceed the minimum delivery charge required by a trusted parcel service to return the item to us. Any service used above and beyond the standard rate will not be covered under this policy. Proof of posting will be required. Please ensure The Best Brands Customer Services are consulted prior to any return fees being paid. All postage refunds must be agreed with The Best Brands Customer Service Team, in writing, prior to return.

 

1.4 INTERNATIONAL RETURNS

All of The Best Brands goods are covered by manufacturer warranty. If in the unlikely event your goods develop a fault please contact your countries product support centre first. Please see the bottom of this page for all contact details. However if no support is offered then the goods must be returned to The Best Brands within the warranty period at the customers cost. We will cover the cost of returning the item to us only if the item is faulty upon receipt by the customer. 

NOTE: If the Customer decides to return their parcel by their own means, the refund of the expenses will not exceed £4.99.

 

1.5 REFUNDS UPON RETURNED GOODS

When you return a product, we’ll process your refund as quickly as possible and do our utmost to ensure this is within seven working days of when we receive and verify the item. When you return a product that you purchased using a credit card, the same card you used will be credited with the refund.

 

Should you wish to return an item, please follow one of the methods below:

 

CONTACTING OUR CUSTOMER SERVICES TEAM

 

The simplest way to arrange a return is to email our Customer Services team via the contact us form.

 

1.6 Returning Goods to The Best Brands (DISCLAIMER)

When customers are sending goods to The Best Brands, liability of the package will remain with the customer up until the point of inspection, this is after delivery, we suggest all goods sent to The Best Brands are sent using a recorded and insured form of postage; Any loss physical/financial will not be covered by The Best Brands.

Items damaged in transit en route to The Best Brands will be the customer’s responsibility and all claim requirements will be upon the Sender/Customer.