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Faulty Goods Returns


Before returning any faulty items we will help you diagnose and repair the fault over the phone. In most cases, goods that are first thought to be faulty actually work. Often it’s because the instruction books are poorly written or because the items are complicated to use that a fault is wrongly suspected. Goods returned with no fault found will have a handling fee applied. To avoid this we recommend you check with the manufacturer’s helpline and obtain a fault reference number; this is to confirm that the goods are actually faulty. This call to the manufacturer’s technical helpline can often resolve the issue and prevent any unnecessary returns or inconvenience, saving you both time and handling fees should the product be found to be in full working order.

If the fault is confirmed we can quickly arrange for the product to be returned to us. The fastest way to do this is by first obtaining a returns reference number. This allows you to track your return as it is collected and processed. To do this please log into the Order Tracking System and create a Return providing details of the fault reference or DOA number if one has been given. We will then issue you with a priority returns number by email usually within 24 hours.

If you have any difficulties obtaining a DOA, please contact us by eMessage before beginning the online return process.

When you return goods to us you must:

  • Include all the items that you received in the original shipment including all remote controls, assembly tools, accessories, manuals, cables, storage options, media and all other extras provided with the item. Keeping the original packaging intact will best protect the item on it's return. We will not accept liability for any goods damaged in transit due to inappropriate packaging and a replacement or refund may not be offered. For a recommended guide on how to package your laptop safely please Where manufacturing packaging is available please use this, should you no longer have the original packaging please see our guide for safe packaging click here.
  • Where possible, please ensure that the Priority RMA number is clearly visible on the outside of the packaging.

All goods are tested on return to verify the fault and always before a replacement or refund is processed. Any goods proven to be non-defective will be returned to you. In some instances we may still offer a refund however return costs, engineers testing fees and restore fees (where applicable) will be deducted. (Note: If you experience software issues you can normally quickly fix these with a downloaded update/fix or system restore and therefore are not covered as part of the standard manufacturer's warranty, each case is different and you may have statutory rights in some instances, call for advice). If no valid DOA reference is provided with the return and the goods are in working order, you will be charged a handling fee and the goods returned to you.

Depending on the type of product we will either arrange a courier collection or request that you return the product to us directly. If we arrange a courier collection of your product we will specify a date for collection, however as we are unable to specify exact collection times this will require someone to be present when the courier arrives. We will only arrange one collection, therefore if you miss the courier you will be required to return the product to us at your own expense. If we ask you to return the product to us directly, please send it to the returns address at the end of this document.

Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by registered post or courier and to maintain sufficient insurance to cover the value of the goods.

Please note a valid RMA number will speed up your return - all packages arriving to us without a valid RMA number displayed will need to be identified, matched to the original invoice and the fault information obtained from you before the return can be processed. This will add further delays to the return.


If any of your purchases from our site develops a fault within the warranty period, it is quickest to contact the manufacturer directly. In most cases the manufacturer will arrange a collection and repair at no extra cost to yourself. It can take up to 28 days to return your repaired item to you but please note it can take longer depending on the manufacturer and the complexity of the problem. If you have purchased a refurbished or Factory outlet product, please contact us to make arrangements for the repair.

Whilst we are more than happy to return faulty items to the manufacturer on your behalf, this does add an additional layer of administration to the repair process and ultimately increases the overall repair time (usually by around 3-4 weeks) an administration and postage fee may be charged for this process. For this reason we recommend you return any faulty products directly to the manufacturer.

*Your warranty guarantee excludes faults caused by misuse, neglect or accidental damage. Batteries and other perishable or consumable items are also excluded

These terms do not affect your statutory rights.

To view a list of manufacturers contact details click here.

If you wish to request an RMA under one of the above conditions please log into the Order Tracking System and create a Return.

If you have any other queries please send us an eMessage.

Returns Address:
Laptops Direct Returns
Trident Business Park
Neptune Way

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