For the most common answers to queries relating to any aspect of your customer service experience, we recommend visiting our Customer Service page or contacting us at email@example.com.
Our returns address is:
The Replace Base Ltd
Unit 2 Summerhouse Place
35 Summer house Road
If you have any questions or queries regarding our returns policy, please don’t hesitate to get in touch using the contact details above.
You must report any missing items or orders within 14 days (UK) or 20 days (EU) of placing your order.
You have 14 days after the day of delivery to return items, this includes items that you don’t want because you have changed your mind.
You have 30 days after the delivery date to return faulty items for a full refund.
You have 180 days after the delivery date to return faulty items for a repair or replacement with an equal to or better than product.
For Lifetime Warranty items, (check the products description for the full details on warranty) we will replace with an equal to or better-quality item and failing that, we’ll issue store credit. Lifetime warranty does not cover user damage, water damage or damage caused during the repair.
If you receive a full refund, it will include the standard delivery cost however, if you opted for something more expensive at the checkout you may need to pay the difference. Store credit may only be spent with Replace Base and is non-refundable for cash.
Returning unwanted goods will be at your expense unless otherwise agreed. Returning faulty goods in the first 30 days will be at our cost and we will send you a prepaid return envelope or label. All other return costs will be at your expense.
Please return goods in the original packaging. Ensure items are packaged in a way to protect them in transit.
We will ship your replacements at no cost to you up to 12 months. After 12 months the purchaser will be responsible for the replacement part shipment cost.
You must report any missing items or orders within 14 days (UK) or 20 days (EU) of placing the order.
All goods will have a standard 30-day return policy unless stated on the product listing. This means you can return any unwanted items back to us for a full refund to the initial payment method. However, the goods should be unused or faulty.
Unless otherwise specified, all our parts come with a 1-year warranty, excluding consumables.
A return does not extend the warranty. It will apply to the replacement goods but only for 1 year after the initial purchase date.
For Lifetime Warranty items we will replace with an equal to or better-quality or failing that, we will issue store credit. Lifetime warranty does not cover user damage, water damage, damage caused during the repair.
If you receive a full refund, it will include the standard delivery cost however, if you opted for something more expensive at the checkout you may have to pay the difference.
Returning unwanted goods will be at your expense unless otherwise agreed. Returning faulty goods in the first 30 days will be at our cost and we will send you a prepaid return envelope label. All other return costs will be at your expense.
Please return goods in the original packaging. Ensure items are packaged in a way to protect them in transit.
We will ship your replacements at no cost to you up to 12 months from. After 12 months the purchaser will be responsible for the replacement part shipment cost.
Trade Pro Max customers have the additional benefit of being able to return unwanted items in the first 90 days for a store credit however, items must be returned in the original packaging.
How to return goods
To begin an RMA request, simply click the “Returns BETA” button located in the top right corner of our website or email us at firstname.lastname@example.org. Please ensure to include your order number in the email. Once you have completed the RMA and it has been approved, you will be able to download a returns form, this needs to be filled out in full, including any and all RBSKU numbers, order numbers, the outcome of the return, the reason for the return, if the part is faulty and a brief description of the fault. If you have emailed us or started a live chat you will be sent the returns form by a member of our Customer Service Team.
Please make sure all items are packaged safely and securely as we cannot be held responsible for any damage caused during shipping. If you are not sure of the best way to package your item(s) please get in touch and we'll be happy to help, and in some cases, we will provide the packaging. For items that weigh 5kg or more, please contact our customer service team at email@example.com as freight or large item delivery will likely need to be arranged.
You do not need an account to begin a return. If you weren’t logged in or didn’t have an account with us at the time you placed your order you can still use the returns portal. Simply provide the email address you used when you placed your order. Please be aware, if you have made an account under the same email address since your initial order, you will need to proceed as a guest, as the order will not be associated with the created account.
To begin the returns process, which can be accessed via desktop or tablet, simply scroll to the top of any page on the Replace Base website and click the “Returns BETA” button and follow the appropriate links. You will receive updates on your RMA request via the email you used to place the order.
The Returns team may require further information or pictures from you regarding the item(s) you have sent back, these can be emailed to firstname.lastname@example.org or uploaded directly to the returns portal. You can add more than one item to an RMA if they are on the same order, if the items you are returning are on different orders you will have to create a new RMA for each order.
If you have more than one RMA number, please make a note of all the RMA numbers and put them in the parcel with the parts. Once you have submitted the RMA this cannot be changed, if you need to add or remove an item, please either leave a message on your RMA or contact our Customer Service Team.
At this time, the Returns Portal cannot be used on mobile (It can be used on mobile in desktop mode).
We do require that you use the returns portal whenever you can, however, if you are experiencing difficulties, please contact the Customer Service Team by email at email@example.com or live chat via the website. They will assist and send you the required documents needed to return your item.
If you are returning a battery, please contact firstname.lastname@example.org, with a short description of the issue and your order number, they will assist you with how to proceed.
PLEASE DO NOT RETURN USED/FAULTY BATTERIES
Unlimited Life Time Policy
Certain goods will have Unlimited lifetime warranty. For more information on this warranty, visit our lifetime warranty page.
Truly unlimited - no restrictions on how many times a warranty can be claimed, this means if you receive a faulty part from us, we will happily exchange this for you at any time after purchase, whether it’s the first time or the fourth.
Truly lifetime - no time restrictions on claims, this means if you receive a faulty part from us, we will exchange this faulty part for you at any time after the order has been placed.
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. We’ll aim to ship a replacement item from our UK warehouse once we have received the faulty part and it has been thoroughly tested. Higher tier trade account types have the option of cross shipping faulty items with us. So as not to wait for the item to be returned and tested.
If we no longer stock the part, we will source a replacement. If that isn’t possible, we will issue store credit for the agreed market value of the part to be used at our store.
What is covered in our warranty? Typically, we cover general failure of the part (e.g. for a screen, lines on the screen, or for a charge port that might need wiggling to start charging etc.). We do not cover water damage, user damage (smashed/dropped/knocked) or damage caused while fitting the part.
This policy does not apply to goods ordered by businesses that are exempt from The Consumer Contracts Regulations.
You can cancel your contract at any time up to 14 days after the day of delivery. To do this, please e-mail or write to us. We are unable to accept cancellations by phone. If the order is in a complete status, the order will be or has been shipped.
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. If the product looks to have been damaged in transit this may mean, we do not refund you for the goods.
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 standard postage / carriage within 30 days, less any costs due under this contract. Postage is refunded upon the full order being returned to us under this policy, if only one part of the order is returned postage will not be refunded.
Business customers or customers exempt from the Consumer Contracts 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 not as described.
Faulty Goods / Guarantee
If you ever encounter a fault with any of our goods, please notify us by email or in writing providing details of the fault. It is helpful for us if you can provide us with a digital photograph of the problem as this will save you from having to return your part for inspection and testing. We will always deal with the matter in accordance with your legal rights.
All goods are covered by a warranty against faulty supplier workmanship and materials, subject to the terms and conditions of the 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 faulty goods to us, outside of the 30 days after you have purchased the part is your responsibility, however, on inspection we may 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 event 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 be offered a store credit or refund.
The Replace Base Ltd is not liable for any damage caused to the device during installation.
We do not cover the cost of your goods being fitted.
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. We reserve the right to make cancellation and/or re-stocking charges.
Some trade account types will have the option of cross shipping for faulty parts - by having access to our Cross Ship facility you are able to request a replacement part to be shipped before you have returned the defective part, this will generally give you a replacement the day after you reported a fault, we will also send you a pre-paid return label for the defective part! The faulty part must be returned to us within 14 days of receiving the working cross shipped part, failure to do this may result in your account being charged for the crossed ship part. The cost for the replacement part and associated shipping cost will be deducted from any store credit that you may have accumulated and or invoiced. Repeat infractions will result in revoking your cross-shipping benefits.
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 by calling 01604924700 or emailing at 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.