---

Retail Customers

• Missing items or orders must be reported within 14 days (UK) or 20 days (EU) of placing the order.
• If, on delivery, damage to the packaging is evident or the packaging is wet, please take pictures of the damage before unpacking.
• You have 14 days after the day of delivery to return unwanted items, including those purchased due to a change of mind.
• Faulty items can be returned for a full refund within 30 days of delivery.
• Faulty items can be returned for repair or replacement with an equal or superior product within 180 days of delivery. If a suitable item is not available, store credit will be applied to the account.
• Returned faulty items are fully tested, so faulty item claims should, whenever possible, be accompanied by a detailed description of the fault and photographs demonstrating the issue to avoid delays in completing the return.
• Items with a Lifetime Warranty (as specified in the product description) will be replaced with an equal or superior item. If a replacement is unavailable, store credit will be issued. The Lifetime Warranty does not cover user damage, water damage, or damage caused during repair.
• If a full refund is issued, it will include the standard delivery cost. However, if a more expensive delivery option was chosen, the additional cost may not be refunded. Store credit is non-refundable for cash and may only be used at Replace Base.
• Returns for unwanted goods are at the customer's expense unless otherwise agreed. Faulty goods returned within 30 days will be covered by Replace Base, and a prepaid return label will be provided. After this period, return costs will be the customer's responsibility.
• Goods should be returned in their original packaging and securely packaged to prevent damage during transit.
• Replacements will be shipped at no cost to the customer for up to 12 months. After this period, the purchaser is responsible for replacement part shipping costs.

---

Trade Customers

• Missing items must be reported within 2 days of receiving your order. Missing orders must be reported within 2 days of receiving the dispatch notification.
• If, on delivery, damage to the packaging is evident or the packaging is wet, please take pictures of the damage before unpacking.
• A standard 30-day return policy applies unless otherwise stated in the product listing. Unused items in original, undamaged packaging or faulty items can be returned for a full refund.
• After 30 days, only faulty items can be returned and will be replaced with an equal or superior item. If a suitable item is not available, store credit will be applied to the account.
• Returned faulty items are fully tested, so faulty item claims should, whenever possible, be accompanied by a detailed description of the fault and photographs demonstrating the issue to avoid delays in completing the return.
• Unless specified, all parts come with a one-year warranty, excluding consumables.
• A return does not extend the warranty. The replacement goods will be covered only until one year from the original purchase date.
• Items with a Lifetime Warranty will be replaced with an equal or superior item. If unavailable, store credit will be issued. This warranty does not cover physical damage, user damage, water damage, or damage caused during repair.
• If a full refund is issued, it will include the standard delivery cost. However, if a more expensive delivery option was chosen, the additional cost may not be refunded.
• Returns for unwanted goods are at the customer's expense unless otherwise agreed. Faulty goods returned within 30 days will be covered by Replace Base, and a prepaid return label will be provided. After this period, return costs will be the customer's responsibility.
• Goods should be returned in their original packaging and securely packaged to prevent damage during transit.
• Replacements will be shipped at no cost to the customer for up to 12 months. After this period, the purchaser is responsible for replacement part shipping costs.
• Trade Black customers may return unwanted and unused items within 90 days for a refund, provided they are unused and in original, undamaged packaging. Items that cannot be returned to stock due to damaged packaging will not be refunded.

---

Cancellations

This policy does not apply to business customers exempt from The Consumer Contracts Regulations.

• You may cancel your order within 14 days of delivery. Cancellations must be submitted via email or in writing (not by phone).
• A reason for cancellation is not required but would help us improve our service.
• Cancelled orders must be returned within 14 days at your expense and in original packaging. Inadequate packaging may affect refund eligibility.
• You may inspect goods for 14 days, but installed goods cannot be returned unless faulty.
• A full refund, including standard delivery, will be issued within 30 days if all items in the order are returned. If only part of the order is returned, postage will not be refunded.
• Business customers may not cancel orders without mutual agreement.
• This cancellation policy does not affect your legal rights.

---

How to Return Goods

1. Click the Returns button on the top right of our website or email help@replacebase.co.uk, including your order number.
2. Complete the RMA request and download the returns form. Ensure all RBSKU numbers, order numbers, return outcomes, return reasons, and fault descriptions (if applicable) are included.
3. It is very important that you identify which order the part came from. If the order number is not provided, any store credit or refund may be delayed. If we cannot establish which order the item was from, refunds and store credit will be issued at the current website price.
4. Securely package all items to prevent damage in transit. Contact us if unsure how to package an item; we may provide packaging in some cases.
5. If your return weighs 5kg or more, email help@replacebase.co.uk, as freight or large item delivery may need to be arranged.
6. If multiple items from different orders are being returned, submit separate RMAs.
7. The Returns Portal is not currently supported on mobile (except in desktop mode). If experiencing issues, contact customer service for assistance.
8. Used or faulty batteries should not be returned. Contact help@replacebase.co.uk for further instructions.

---

Unlimited Lifetime Warranty

• Truly unlimited: No limit on how many times a warranty claim can be made.
• Truly lifetime: No time restrictions on claims.
• Fast turnaround: We troubleshoot all claims and aim to ship a replacement promptly upon receipt and testing of the faulty part.
• If a part is no longer stocked, we will source a replacement. If this is not possible, store credit will be issued for the agreed market value.
• Warranty covers general failures
• Warranty does not cover user damage, water damage, or damage caused during installation or due to failure of another component.
• The lifetime warranty is not transferable