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.

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.

If you change your mind

If you have changed your mind about an item you’ve purchased from Ebuyer and wish to return it, no problem. An order can be cancelled at any point before the item is delivered to you. In line with the Consumer Contract Regulations (ICACs), you have a cooling-off period in which an item can be return within 14 days from receipt of the item. The item must be ‘as new’ and not used when returned to us.

You must return the item or request for us to collect it, in either case, at your own cost. After notifying us that you wish to return the item, you will have 30 days to return it. Once the item is received by our warehouse, we will issue you with a full refund to your original payment method. You will not have the right to cancel/return an item if it’s made to your specification or customised to your requirements.

Non-faulty returns will not be accepted for software downloads unless you inform us within 14 working days from receipt of the item and it can be proven the license key has not been viewed. For faulty software downloads, returns will only be accepted if the item itself is deemed defective by the manufacturer in accordance with the End-User License Agreement or it can be proven the license key has not been viewed. We will replace any non-conforming license key upon confirmation from the manufacturer that the item is faulty.

Returns using your own method of delivery

If you elect for a refund of a Product returned by you because of a defect it will be refunded as per our refunds policy, including any delivery charges paid by you, up to our cheapest delivery method. We will not refund premium delivery surcharges. Ebuyer will offer a free collection for defective products and we recommend that you contact us in the first instance to see if you can make use of this service. However, at your discretion you may arrange to return the product via your own courier method and Ebuyer will refund up to a reasonable amount. This will only be refunded upon the receipt of proof of the carriage costs. To ensure charges incurred for courier method are reasonable, customers should contact Ebuyer first to check the estimate costs will be reimbursed before proceeding with your chosen courier method.

Items Damaged in Transit

If an item purchased from Ebuyer is damaged in transit, please report it to us within 7 working days. It’s also recommended that you record this damage on the carrier’s delivery note. We will then arrange to collect the item from you free of charge. Where possible, items should be returned to us in their original packaging, complete with all accessories and documentation. If the original packaging is damaged beyond reuse, items should instead be returned in suitable packaging to ensure the item is not further damaged in transit.

Once the item is received by our warehouse, we will issue you with a replacement or full refund to your original payment method. If you have declined to use our free collection service, we will also reimburse you for reasonable return costs, which depends on the size of the item. Before returning an item, the method and cost of return should first be agreed with Ebuyer.

Items Faulty on Arrival

If your purchases are faulty on arrival, we request that you inform us within 30 days of receipt if you wish to receive a full refund (please note that for our business customers, this is 14 days). Items should be made available for collection or 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. If you have declined to use our free collection service by means to return the Product, we will reimburse you for reasonable return carriage costs. What constitutes a reasonable return carriage costs depends on the size of the Product. The method and cost of return should first be agreed with Ebuyer before returning the Product. 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 our return carriage costs.

Items Faulty after 30 days

If an item purchased from Ebuyer becomes faulty after 30 days from receipt, you can return it to us free of charge, provided the item is within its warranty period. Ebuyer will accept your item back within the first 12 months to assess the fault. Once the item is received by our warehouse and deemed faulty, we will issue you with a replacement or give you some or all your money back as store credit, depending on how long the item might reasonably be expected to last. If your item is older than 12 months, we will instead issue you with a partial refund.

The statutory rights summarised below are in addition to any manufacturer’s warranty offered with your item, and warranties will vary from item to item. If you have an issue with an item, you can choose whether to seek a remedy under the manufacturer's warranty or your statutory rights.

As a consumer, you have legal rights in relation to items which are faulty, not as expected, not of satisfactory quality, or not fit for purpose. We offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Nothing in these terms will affect your legal rights.

Faulty Large Appliances

If you think your product may be faulty, we'll do our best to resolve the problem as quickly as possible. We'll ask you to provide information on the product and the problem then one of our expert engineers will visit to help identify the fault and repair where possible. If the product is faulty we'll offer you a resolution in accordance with your legal rights.

Your statutory rights as a consumer

The statutory rights summarised in our terms and conditions are in addition to any manufacturer’s warranty which is offered with your items; such warranties will vary from item to item.

We are always happy to assist customers directly with any queries or complaints. Please contact [email protected] in the first instance with any issues. If you are not satisfied with the way that we resolve any issue which you raise, please contact Citizens' Advice Consumer Service who will be able to provide further guidance.

Open-Box Items/Ex-Display

Any items purchased which are listed as grade A, grade B, ex-display products or used stock (meaning they may have slight cosmetic defects, be a factory refurbished item or may have previously been sent out and sent back as an unwanted item) have a maximum warranty of 90 days for grade A and ex-display and 30 days for grade B. Where items are grade A, grade B, ex-display or used stock it will be noted in the item description on the site.

You are still entitled to the same remedies as a consumer under the Consumer Rights Act 2015, as referred to above, however the standard of quality expected of a grade A, grade B, ex-display products or used stock Product have a lower benchmark standard compared to a factory new Product.

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 two 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 five 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 two 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