Returns Help

Welcome to our Help pages.


To learn how to return an item you can watch our handy video below. Or click below to get started.

Start a return

Returns Guide

  • Need Help?
  • Call 0871 521 33 00

Returning Tv's and other large items

In the unlikely event you need to return your item, please follow this guide to see how to properly package your item to prevent damage in transportation.

We recommend using the original packaging or bubble wrap to secure the item, please note, suitable packaging can be supplied from us at an additional charge.

1. Protect the corners

To prevent excessive movement, please make sure all four corners are covered with the original polystyrene packing or a thick layer of bubble wrap.

Also please remove any stands and store these separately in the box facing away from the screen.

2. Cover in bubble wrap

All sides of the item should be double bubble wrapped to close any gaps and ensuring a secure fit in the box.

Any extruding parts such as power plugs or securing bolts should also be covered with bubble wrap and placed behind the TV away from the screen.

3. Box item

Once the item is adequately packaged, it needs to be placed in the original box, or a box of similar size. Boxes must be stood upright at all times.Ensure there is no movement in the box. If TV is in a plain box that does not show it is a TV, please mark 'This way up' on the side of the box.

4. Label and Tape up

All boxes must be securely taped on the top AND bottom to prevent the item falling out or parts going missing. All parts are to be returned with the item.

If you have any queries regarding packaging your item, please don't hesitate to contact our customer support line on 0871 521 33 00

Returning Small Items

In the unlikely event you need to return your item, please follow this guide to see how to properly package the product for return, to prevent damage in transportation.

We recommend using the original packaging or bubble wrap to secure the item, please note, suitable packaging can be supplied from us at an additional charge.

1. Cover in bubble wrap

To prevent excessive movement, please make sure all sides of the product are covered in bubble wrap.

Any additional parts should be wrapped separately in bubble wrap also, and taped.

2. Box Item

Once the product is adequately protected, it needs to be boxed. We recommend using the box originally supplied with the item, or a box of similar size.

3. Secure item in box

The item needs to fit inside the box, ensuring the bubble wrap secures the box from any movement.

Be sure the packing is not too tight as this could split the box.

4. Label and Tape up

Tape up the top AND bottom of the box labelling the contents clearly on the side.

If you have any more questions please don't hesitate to contact our customer service team on 0871 521 33 00.

Returns Policy

We know that you will be pleased with your purchases from Ebuyer.com. However, there may be occasions when you will need to return items to us.

Non Receipt Of Items

If you have not received your items you must let us know within 7 days from the estimated delivery date. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed.

Returns using your own method of delivery

If you elect to return the defective product to us using your own method of delivery, we will refund up to £3.50 of the costs incurred by you. This will only be refunded upon the receipt of proof of the carriage costs.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)

Open-Box Items/Ex-Display

Please note that our open-box/ex-display stock is sold with 90 calendar days warranty only, and therefore any claims under the warranty after 90 days of receipt will not be accepted.

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 days of receipt of the item. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at Ebuyer.com, we'll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers.(The Distance Selling Regulations do not apply to @work customers or our Business customers, @work customers have 5 days to return an item as not required providing it is unopened). The following items are not eligible for return: electronic software downloads and opened software.

Need to return an item?

You can request a return using our easy to use, online returns system which is accessed via your account.

In addition to this policy you should also refer to our general Terms and Conditions of Sale.

What is the ISO 13406-2 standard for LCD screen pixel faults?

All LCD displays sold at Ebuyer.com adhere to the ISO 13406-2 standard with regard to pixel faults. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms & conditions of warranty. The below is relevant to Class II LCD panels.

The standard of production techniques today cannot guarantee an absolutely fault free screen display. A few isolated constant lit or unlit pixels may be present.

The table below shows the allowable number of malfunctioning pixels that are acceptable, depending on the native resolution of the LCD and allowing for 2 malfunctioning pixels per million pixels.

Native Resolution No. of Pixels No. of Million Pixels Acceptable Defects
1024 x 768 786,432 0.8 2
1280 x 1024 1,310,720 1.3 3
1600 x 1200 1,920,200 1.9 4
2048 x 1536 3,145,728 3.1 6

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable, depending on the native resolution of the LCD and allowing for 5 malfunctioning sub-pixels per million pixels.

Native Resolution No. of Pixels No. of Million Pixels Acceptable Defects
1024 x 768 786,432 0.8 4
1280 x 1024 1,310,720 1.3 7
1600 x 1200 1,920,200 1.9 10
2048 x 1536 3,145,728 3.1 16

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable within a 5 x 5 block of pixels, depending on the native resolution and allowing for 2 malfunctioning sub-pixels within a 5 x 5 block, per million pixels.

Native Resolution No. of Pixels No. of Million Pixels Acceptable Defects
1024 x 768 786,432 0.8 2
1280 x 1024 1,310,720 1.3 3
1600 x 1200 1,920,200 1.9 4
2048 x 1536 3,145,728 3.1 6

Returns FAQ

I have tried to raise a request but your system tells me that I have to call someone else. Why is this?

In certain cases, manufacturers provide support direct to end users. They do this for many reasons, the main one is that they would like to ensure that their customers receive the best possible support on their products. If we refer you to a manufacturer your RMA will invariably be dealt with a lot quicker.

I raised a request to return 2 items. When I checked the status the RMA had been re-opened and it mentioned something about removing an item before the request could be accepted. What does this mean?

Depending on circumstances it will not always be possible for Ebuyer to accept your returns request. If this happens then detailed notes will inform you of the reason and what you should do. Generally you will have to remove that item from your request and resubmit as it is not possible for us to accept part of your request.

What is the best way for me to return my items to you?

We always advise our customers to use some form of delivery that requires a signature on delivery. The majority of items are returned to us using Royal Mail Special or Recorded Delivery.

I sent my item back to you but I didn't put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?

If there is no Returns Merchandise Authorisation number ("RMA") on the outside of the package then there is a good chance that this will lead to delays of up to 30 days in processing your return. To avoid this delay, we recommend that if you wish to return goods you first obtain a RMA number by selecting 'Returns' from the 'Account' menu and following the instructions.

Am I able to use returns online to report other problems or issues that I am currently having?

The Returns section is designed for RMA requests only. Any other queries will be deleted.

I have received an incorrect item, what should I do?

You should raise an RMA using the Returns online system, once your rma has been accepted, Ebuyer will send you an email with a link, so you can arrange with us to collect the item from you using our courier, if we find the item(s) have been supplied correctly a charge may be incurred for this collection. If you would prefer to return the item yourself, you should return the item to us using a traceable and insured delivery agent (e.g. Recorded Delivery or Special Delivery via Royal Mail), please enclose a proof of postage receipt and we will reimburse you up to the value of £4.00 for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly.