Returns policy

In order for us to process your return in the fastest and easiest manner please follow the steps below (these steps do not in any way affect your right to cancel).

1) Please write to us at returns@decold.com with the following information:

  • Your full name, address and a daytime contact telephone number
  • Your original Decold order number
  • The reason you wish to return the item (is it faulty, unwanted or was it damaged in transit?)

For unwanted items, you must inform us of your decision to cancel and return within 7 working days of receiving the product(s). We will send you applicable instructions within five days. Please do not return goods until you have received our reply. You must then send the goods back to us as soon as possible once you have cancelled the contract.

2) What you need to return.

  • All accessories/leads/power supplies/manuals, unless specifically instructed otherwise
  • The original box and packaging wherever possible
  • If faulty, a covering letter detailing the fault, the circumstances under which it occurs and how it manifests itself
  • A copy of your purchase receipt (please do not send the original) or your order number, name & address
  • Your daytime telephone number and return address.

3) Tips on packing your product for return.

To make sure your product is not damaged in transit please follow these packing tips (these steps do not in any way affect your right to cancel):

  • There are no loose accessories which can knock against the casework and cause damage or become damaged
  • The product is well cushioned, padded and protected, paying particular attention to corners and edges, especially on heavier items such as speakers or subwoofers, the corners of which can easily suffer damage if knocked or dropped
  • Any spikes or other removable parts which will stick out and are not fixed when supplied new, are removed and packed safely, prior to wrapping
  • Mains plugs or other hard, sharp items are not placed so as to create dents and scratches during transit.

4) If you do not have the original packing.

  • Protect corners with double layers of cardboard
  • Wrap with at least three layers of bubble wrap or equivalent cushioning
  • Put in a box slightly larger than the item when wrapped, with sufficient further padding to ensure the item will not move around in transit
  • Screwed up newspaper and shredded paper make excellent filler for all those gaps (this stops the box getting pushed in against the item) and more tightly packed bubble-wrap/cardboard/Styrofoam on corners, edges & vulnerable areas will keep things safe.

Your parcel has to go through an automated sorting hub, so please follow the above advice to ensure it arrives safely.

Thank you for taking the time to read and follow these instructions.

You can read more information about our returns policy on our Terms & Conditions page.

 

You can now recycle your old electricals with us.

If you’re buying a new electrical item, we will recycle your old one for free

Why recycle?

Unwanted electrical equipment is the UKs fastest growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment.  If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

We can help

We are pleased to offer our customers the chance to recycle their old electrical items.

You can drop them off at our warehouse for us to dispose of correctly.

Decold
18 Old School Drive
Reydon
Southwold
Suffolk
IP18 6JZ

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.  In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis.

Find more information on WEEE recycling, and locate your local recycling centre, at www.recyclenow.com.