Returns Information

From the agreed terms and condition of sale.

22. Returns and cancellation. 

We know that you will be pleased with your purchases from ComWales. However, there may be occasions when you will need to return items to us @ Returns dept, Unit 21, The Innovation Centre, EBBW VALE NP23 8XA.

22.1 Non Receipt Of Items
If you have not received your items you must let us know within 7 days from the estimated delivery or actual dispatch date. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed.

22.2 Returns using your own method of delivery
Only for items that are faulty from supply within 14 days. If you elect to return the defective product to us using your own method of delivery, we will refund up to £4.00 of the costs incurred by you. This will only be refunded upon the receipt of proof of the carriage costs. We will not pay or refund any shipping fees if you just change your mind about your purchase.

22.3 Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 24 Hours (please note that this is 12 hours for our business customers). If the items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs £4 if you do not use our returns label.

22.4 Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

22.5 Items Faulty in Warranty Period
If any of your purchases develop a fault, and it’s more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)

22.6 Open-Box Items/Ex-Display
Please note that our open-box/ex-display stock is sold with 90 calendar days warranty only, and therefore any claims under the warranty after 90 days of receipt will not be accepted.

22.7 If you change your mind

Instore customers cannot cancel once the item has been paid for, removed and used. Online If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (Consumer contract) you can do so provided you inform us of your decision within 14 days of receipt.

The item must not be used and must be ‘as new’ when returned to us, or a fee may be charged. Once you’ve informed us in writing via your orders messaging or post to our notification address that you wish to return goods under the DSR, you have 14 calendar days to do so, at your own expense. Once the item is received at ComWales, we’ll issue a full refund for the product to your original payment method and the postage if posted. Contracts for shipping are non-refundable. Please note this policy has some limitations and does not apply to business customers.(The Distance Selling Regulations do not apply to purchases made in store or @work customers or our Business customers B2B) Items outside of DSR or damaged / incompatible may be refused and returned we reserve the right to offer a refund subject to a restocking @ 30% fee if applicable and offered. Retail customers are not entitled to a change of mind refunded unless we have agreed in advance as we do not sell goods on a trial basis.