Other Help Topics
Returns Help
Welcome to our Help pages.
To return a product, please first read though the following terms and conditions and then follow our returns online procedure.
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.
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 (Used)
Please note that our open-box (used) 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 10 days of receipt. 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)
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.
