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Clocks Depot Returns Policy
Clocks Depot Returns Policy
Thinking of returning an item?
To ensure the safe return of your product and the correct allocation of the returned item, please follow the guidelines below: Failure to follow correct returns procedure could result in your return being rejected.
- Please ensure you complete our online returns request form
- Please print the return authorisation document that is emailed to you from our support team, ensuring you include it in your return package and attach the return label to the front of the package.
- If you cannot print the return authorisation form, please include an original copy of your receipt of purchase along with a cover letter stating the reason for the return in the package and ensure the RAN Number (return authorisation number) is clearly displayed on the front of the package.
- Please use the Clocks Depot cardboard box and the manufacturer's original package to return the item.
- If you no longer have the Clocks Depot cardboard box, please ensure your product is return in suitable packaging.
Our 7-day returns guarantee
Our 7-day* returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition (complete with packaging, all components and in “as new” condition) within 7 days of the date you received the item and we will issue a full refund once we have received and processed the item.
Cancellation Period
7-DAY, 100% SATISFACTION GUARANTEE
As per The Distance Selling Regulations, AC Web Stores Limited T/A ClocksDepot offers a cancellation period of 7 working days, beginning the day after you receive the goods, during which you have the right to cancel your order and receive a full reimbursement of all money paid. In order to do this, you must provide notice of cancellation in writing and it must be posted or emailed to our stated business address within the cancellation period. Please note that you will be responsible for the cost of returning the goods to us unless we delivered the item to you in error or the item is faulty.
* Please Note that any additional services such as enhanced delivery or gift wrapping services that have been completed are non-refundable .
If the product you have returned is deemed to have been used and is not in a merchantable condition, we will contact you and give you the option of:
- Returning the goods to you
- Refunding the cost of the product less a restocking fee of between 15% and 20% depending upon the product.
Please allow up to 30 days for refunds to be processed.
Faulty Goods - Dead on Arrival
If you are returning a product to us which has arrived faulty, we will need the goods to be sent back to us for the appropriate repair or replacement.Prior to returning the goods back to Clocks Depot, please complete our online returns request form, our support team will then contact you via email with a returns authorisation document that needs to be sent back with your package.
It is your responsibility to ensure that the goods reach us safely and we usually recommend that you send items back to us via an insured, signed for, postal method such as Recorded Delivery or Royal Mail Standard Parcels with an appropriate level of insurance.
When the product has been received, we will test it and if found to be faulty we will replace it and refund the basic cost of posting the item back to us via the accepted postal methods described above.
Warranty Returns
If a product fails or becomes faulty during the manufacturer’s warranty period, we will need the goods to be sent back to us for the appropriate repair or replacement.Prior to returning the goods back to Clocks Depot, please complete our online returns request form, our support team will then contact you via email with a returns authorisation document that needs to be sent back with your package.
It is your responsibility to ensure that the goods reach us safely and we usually recommend that you send items back to us via an insured, signed for, postal method such as Recorded Delivery or Royal Mail Standard Parcels with an appropriate level of insurance.
When the product has been received, we will test it and if found to be faulty we will either send the product back to the manufacturer for repair (which can take up to 30 days to process depending on the manufacturer) or send out a replacement product to the same or higher specification.
Damaged Goods
If your product arrives damaged, please sign for it as "damaged" and contact us immediately via our online returns request form, our support team will then contact you via email with a returns authorisation document that needs to be sent back with your package.Please contact us within three days of receiving the parcel, otherwise we cannot claim on our couriers insurance and as such your claim will not be valid.
Incorrect Goods Recieved
In the unlikely event that you received a product you didn’t order or an incorrect product quantity, please complete our online returns request form, our support team will then contact you via email with a returns authorisation document that needs to be sent back with your package.Please state which products you have received, products you order and any other relevant information. Please do not open the inner packaging of incorrect item and ensure this action is taken within 3 days of receipt.
We will replace the item we sent you with the correct item as soon as we can.
Postage Costs
Postage costs to return unwanted goods or warranty returns are non-refundable. If you purchase product from a shop you would have to pay for transport to and from the shop to exchange it.WEEE Regulations
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge. The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK, recycling reduces the environmental and health risks associated with sending electrical goods to landfill.
AC Web Stores Limited is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
Customers must return their like-for-like WEEE item to us within 28 days of purchasing their new item. Customers must cover the cost of returning their WEEE item.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
