For the most common answers to queries relating to any aspect of your customer service experience, we recommend visiting our Customer Service page.
Our returns address is:
The Replace Base Ltd
Unit 2 Summerhouse Place
35 Summer house Road
If you need to contact us, please use the details above
How to return goods
To returns, goods, after following the below to open or have opened a RMA, send the part(s) back with the returns form. The form will either be emailed to you, sent via live chat, or can be downloaded once the RMA is approved
Please make sure all items are packaged safely and securely as we cannot be held responsible for any damage caused during shipping back to us. If you are not sure what the best way to package you item(s) are please get in touch and we'll be happy to help, and in some cases can send out packaging. For items of 5kg, please get in touch as a freight or large item deliver will likely need to be arranged.
An account is not need to begin a return, however to use our returns portal you will need to enter the email used during the checkout, if you were not logged in or had an account at time of order placement.
To begin the returns process you can use our returns portal. On any computer or tablet, just scroll to the top of any page on the website, and click the 'Returns' text and follow the appropriate links. If you do not or did not have an account you can still use this process. You will receive email confirmation each time the RMA is updated on the portal. The RMA team, may require and ask for photos or other evidence of the fault(s) or condition of items. These can either be emails to email@example.com with your RMA number, or directly uploaded on the returns portal. Multiple items can be selected for each order as well if you need to return more than one. Be aware though that you will need a new RMA per order. And once submitted a RMA/Return cannot be edited on the portal. If you need to add or remove and item or cancel, please either message on the RMA through the portal, or contact customer services.
At this time the portal can not be used on mobile.
We ask that you try the returns portal, however if due to any unknown technical issues, or user difficulty, you can manually return whole or part of your order. To do so please contact customers services, either by email, phone, or live chat. They can confirm the process with you and send the relevant returns form(s) and if required prepaid label.
If you have a battery that needs returning or is possibly faulty, please contact, firstname.lastname@example.org, with a short description of the issue and your order number.
PLEASE DO NOT RETURN USED/FAULTY BATTERIES
Please report any missing items or orders within 14 days (UK) and 20 days (EU)
All goods will have a standard 30 days (90 days for certain trade account types) return policy unless stated on the product listing. This means you can return, any un-wanted items back to us for a full refund, within 30 days. These goods must be un-used and in original condition. Any unwanted goods returned after this period are at our discretion. In some circumstances we can refund these for store credit of the same value, which may only be spent with us and is not refundable for cash. Or we may at our discretion return these goods at your cost, if we are not able to accept a return on them. We try to be as fair and lenient as possible, but if you're not sure if you can return something, contact customer services and they will be happy to help and advise.
We try to list all our parts to advise the warranty they come with, however, if it is not on the product listing, this will be a default of 1 year warranty on the goods, except for consumables.
Unlimited Life Time Policy
Certain goods will have on the listing and be tagged with Unlimited life time warranty. Full details can be seen at here: Lifetime
Truly unlimited - no restrictions on how many times a warranty can be claimed
Truly lifetime - no time restrictions on claims
Fast turnaround - we won’t keep you waiting, we will always help troubleshoot the issue on any claim to ensure that the issue will be fixed with a replacement, once confirmed we will get your item shipped for you from our UK warehouse. In some cases, we may need the item returning here, if this is the case, we will process the exchange the same day it arrived with us at HQ
If we no longer stock the part, we will try to source a replacement. If that isn’t possible, we will issue a credit to you for the agreed market value of the part to be used on our website.
This policy does not apply to goods ordered by businesses which are exempt form the Distance Selling Regulations, or the following goods which are exempt from the right to cancel.
You can cancel your contract at any time up to 14 days after the day of delivery. To do this, please e-mail, fax or write to us.We are unable to accept cancellations by phone.
You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.
If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us and/or our supplier (or any other UK address specified by us), at your own expense. You must ensure that the goods are packaged adequately to protect against damage.
You may properly examine the goods for 14 days however you may not return any goods that have been installed unless they are faulty.
We will refund all monies paid to us by you including any postage / carriage within 30 days, less any costs due under this contract. Postage is refund upon the full order being returned to us under this policy, if only part of the order is returned postage will not be refunded.
Business customers, or customers exempt from the distance selling regulations may not cancel an order without our mutual agreement.
This cancellation policy does not affect your legal rights - for example, if goods are faulty or misdescribed.
Faulty Goods / Guarantee
If there is a problem with the goods, please notify us by email or in writing providing details of the problem. Its helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.
All goods are covered by a warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty.
The warranty is provided in addition to the rights that the law says you have as a consumer and accordingly, your statutory rights are not affected.
If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked unless at our discretion.
The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.
In the even of a replacement If an item is no longer available we will offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.
Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.
The Replace Base Ltd is not liable for any damage caused to the device during installation
Trade or Business Customers
The following conditions apply to orders placed by Trade or Business Customers.
Orders may not be cancelled except with our mutual agreement and having been confirmed in writing by a Director or our company. We reserve the right to make cancellation and/or re-stocking charges.
Claims for missing or damaged items must be made within 2 days of delivery.
We have a strong complaints procedure should you believe that we have breached the description of goods or a part of our vetting procedure is not working.
Complaints or queries can be addressed directly to our Director Steve Garner contactable on: 01604924700 or by emailing: email@example.com.All trademarks mentioned in our product descriptions are the property of their respective owners. Their use is for identification of the manufacturers' products only and does not imply any affiliation or endorsement by said companies.