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Return Policy

Our returns policy is in accordance with the Consumer Protection (Distance Selling) Regulations 2000. We want to make returning products either for a refund or replacement to be as hassle-free as is possible.

For Unwanted Items/Ordered By Mistake

Customers must contact us by email ( or contact us from: and request a return within 14-days of delivery. Customers are allowed 28-days from the date of your invoice to cancel and return any items. Items must be in the same condition as delivered, unopened, and unused.

The customer is responsible for all postage costs when returning unwanted items (this includes any item ordered in error by the customer). All original packaging must be included with the return. It is the consumer's statutory duty to return the goods in good condition and to return the goods correctly paid and adequately protected. We reserve the right to charge direct costs for breaches of statutory duty.

If returns are received in an unsaleable condition due to either a damaged product or packaging a re-stocking fee may be charged. Unwanted returns will be refunded minus any upgraded postage you have paid while placing your order.

For Faulty/Arrived Damaged Products

In the unlikely event that you are sent faulty item(s), or damaged in transit, please call or email our customer service department within 14 days of the delivery date, in order to explain the problem you are experiencing. Where appropriate, we will go through troubleshooting steps and common set-up issues with you in order to resolve any technical issues before accepting faulty items as a return.

If you are reporting faulty goods more than 28 days after receipt, then we strongly recommend that you contact the manufacturer directly for a warranty repair/replacement. This is often the quickest way to have a fault rectified. For example in some cases, manufacturers provide a special full on-site service and/or telephone help facilities for your convenience.

We will only deal with the warranty after 28 days if the manufacturer does not offer this service. This does not affect your statuary rights.

Goods that are found to be faulty or damaged will be issued with an RMA number and given a Freepost label in order to return the item to us. If found to be defective, a working replacement will be sent to you. If no same product is available, a similar value one may be sent in replacement. We will inform you first if this happens. Otherwise, a full refund, including any postage upgrade costs will be refunded for the defective item.

Care of Goods to be Returned

Whilst in possession of your item(s) you are under a statutory duty to take reasonable care of them. We reserve the right to claim against you for item(s) returned that have been made unfit for resale or damaged whilst in your possession.

Personalized Items

Please note that we are unable to accept any returns for personalized products once they have been manufactured. These items are personal to you, and we would therefore be unable to re-sell these products again, hence not being able to process any exchanges or refunds for personalized items.


Returning Media Products

Our warranty is RTB (Return To Base). We are not liable for any carriage costs in returning the goods. If you encounter any problems with DVD/CD media, please stop using the media immediately and return the unused media back to the supplier, if you continue to use the media and continually keep having disc failures the supplier is not liable for all the "burnt" media you have had problems with. Most problems with media are usually related to hardware, firmware compatibility, and set-up, and is not usually the media that is defective.

We will gladly refund on unused media which is returned to us in original condition/packaging and within a time scale of 28 days e.g. no fingerprints, scratches, or general dirt on the disc, if discs are returned in a state which makes them unusable then they will be returned back to you and carriage costs in returning it back to you will be charged. If you return items back we will inspect the items to ensure they are in original condition and email you with the value of the items returned. This figure can either be credited towards another order or refunded if purchased within a 30 day period. If the item is being sent back for restocking due to you ordering in error a refund will be issued minus a minimum 12.5% Restocking fee if returned within a 28 day period from purchase.

Any carriage costs involved in either you sending goods back to Justop Ltd or the supplier re-sending items back to you are NOT payable by Justop Ltd and will be charged at our usual rate. Your returns will only be accepted when authorized with an approved RMA number. and a copy of the RMA number MUST be included within the packaging of the returned item, failure to do so will result in the item(s) not being processed. All RMA numbers can be obtained from our Online Returns section of the website. No items can be returned until you have received an RMA number and this must be enclosed within your returned item(s).


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