General Questions
No, we do not take any additional charges for any payment method.
We have fixed prices and we will therefore not price match. Our benefits vary from the manufacturers; for example, no excess costs, so therefore our prices may be different.
These answers are based on the current Terms and Conditions. Agreements taken out before February 2020 may have different benefits and entitlements.
Unfortunately, we currently do not accept instalment payments
No, there are no additional charges.
Call our experts:
Monday – Friday: 8am to 5pm
Saturday: 8am to 2pm
Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice.
Yes we do refund the delivery charges in most instances. However, in some cases delivery charges may not be refunded, our support agent will discuss with you
Returning or exchanging a phone that is no longer in the UK?
If you’d like to return a phone bought from us that is no longer in the UK, you’ll need to contact us to see if your items are eligible for a return or an exchange.
Please note that you’ll need to cover the cost of shipping, duty and tax (where applicable). We do not cover the cost of postage for international returns except for the return of faulty items (only the cost of a standard UK postal service will be refunded where applicable).
Please make sure that you’ve followed the guidelines outlined by Royal Mail.
Please note: if you have received any promotional items as part of your purchase, these would also have to be returned.
Our RepairLive experts can diagnose & fix your problem over a call. They can also arrange a return if necessary.
If you purchased online, you can return your item within 30 days even if you have opened it for inspection. To obtain a full refund, it must be returned as new and in a resaleable condition.
This means:
- You must not use it
It should be in the original packaging
Return it complete with all accessories
The item must not contain any personal data
The item must not have been registered with the manufacturer
Once you have used a product, you can only return it if it is faulty or not as described. In all cases, we reserve the right to validate the fault.
If you purchased in store, you can return your item within 30 days in its unopened and sealed packaging along with proof of purchase (excludes connected products with airtime, such as a mobile phone, sim contract or broadband connection*).
If your item arrives damaged, you need to let us know as soon as possible. Ideally within 48 hours but no later than 30 days after delivery.
Reach out to one of our helpful webchat agents who will let you know what can be done to resolve the problem.
If you have changed your mind, you need to return your item to us within 30 days of purchase or delivery (whichever is later).
Returning your unwanted item to a store is the quickest way to get a refund. If you are returning the item to a store it must be within 30 days of purchase or delivery. Although most online returns are accepted in stores there are some exceptions. Use our handy returns journey guide to help you find the quickest way to return your item.
If you are not returning your item to a store, we allow a few extra days for the item to be dropped off/collected and returned to us but you must have requested and had your return approved within 30 days of purchase or delivery. It is important to get your return back to us without delay. If the item is not received by us within a reasonable time, you will need to contact us for your return to be approved again. If the return is no longer within our policy, we will be unable to approve the return.
Refunds can take up to 14 days from when we receive your item. If you’ve been waiting longer than 14 days please contact our customer service team.
If you want to cancel an order you’ve purchased online but haven’t received yet, please speak to one of our colleagues using our Webform
It’s always a good idea to keep the original packaging if you can just in case your item develops a fault and needs to be returned or sent for repair; or to keep your product safe when moving house.
Remove any personal data
Before you return anything to us, please remove any personal data stored on the device such as photos or saved numbers, as you won’t be able to access these once your device has been returned
Make sure you include:
• Your full name and address (including postcode)
• Proof of purchase, or if you no longer have proof of purchase you can find the transaction number on the upper right-hand corner of your invoice
• Your item, along with all of the original packaging
• Any accessories that come with it (including any free gifts)
**Returning an iPhone **
Deactivate “Find my iPhone”. If you don’t, we may be unable to accept your return.
Returning an Android Phone
Deactivate Google Smart Lock. If we don’t, we may be unable to accept your return.
**What about the SIM card? **
There’s no need to return your SIM card.
If you are exchanging or returning an upgrade device, please keep your SIM card in a safe place – you may want to use it in your new phone*
*You’ll be liable to pay for any changes incurred on this SIM until your handset is returned and the contract is deactivated.
Orders & Delivery
Want to return an item? No problem!
We’re happy to offer you an exchange, a refund, or something else. Please be sure to contact us about this within 30 days
Cancelling your order
You can use our Webchat to discuss cancelling your order. Alternatively, you can complete this form, and we’ll get back to you as soon as possible.
You can track your delivery, using our online tracker.
Got a question about 24/7 Tech Support? Want to make a support request? Then please complete this form. One of our helpful colleagues will get back to you as soon as possible.
No problem! But first, don’t forget – you can track your order to see the latest delivery progress. If you still need help, you can chat to us using our Webchat service.
Chat now to one of our helpful colleagues using our Webchat service.
But yes, you may change the delivery date if you wish!
For large items such as TVs over 40” you can change the delivery date.
If you ordered a large item
We’ll attempt to contact you at the time of delivery and wait a few minutes for you
We’ll leave a delivery card to let you know we came.
At no extra charge you can re-book a different delivery date that suits you.
Visit our Contact Us page, look for the Need Help button, click it and you will be able to chat to one of our team who will be able to direct you to useful information or answer your questions.
For small items, if your order is being delivered by Royal Mail changes to delivery date aren’t possible. So please reach us via email: sales@ecogadgetmart.com for more information about this.
If you ordered a large item
We’ll attempt to contact you at the time of delivery and wait a few minutes for you
We’ll leave a delivery card to let you know we came.
At no extra charge you can re-book a different delivery date that suits you.
To book another delivery date, chat now to one of our colleagues using our Webchat service.
If you ordered a small item
The courier will:
Leave a delivery card and send you a text to let you know the delivery was missed.
Usually try to deliver again the following day. Or you can follow the instructions on the delivery card to rearrange another delivery date at no extra charge.
Possibly deliver to your neighbours. In this case please see the delivery card left for you.
For large items, we deliver to most areas 6 days a week (except Easter Sunday, Christmas Day, Boxing Day and New Year’s Day) For small items, a courier delivers on our behalf to most areas 7 days a week (except Easter Sunday, Christmas Day, Boxing Day, New Year’s Day and other bank holidays).
We deliver large and small items separately, so if your order contains both, you’ll need to choose a delivery option for each.
You can book next-day delivery for certain large items, dependent on your delivery address and availability. Just to be sure, you can check individual product pages for availability.
For smaller items, it might take a little longer to deliver to Northern Ireland, Isle of Man and certain areas of Scotland and Cornwall. You will be offered all available delivery options at checkout.
If you’re getting a large item delivered to a room or flat above the first floor of your home or block, our team will only be able to decide if they can safely deliver it when they arrive.
Unfortunately, there will be times when we’re unable to deliver or install a product if it’s unsafe for our trained engineers to do so.
In this unlikely event:
We’ll tell you why.
We’ll let you know if any remedial work is needed for us to install your product.
We’ll reschedule the visit if possible.
Yes, in fact anyone who lives at your address will do! We do require someone over the age of 18 to sign for delivery of large items, and there are different options available for small item delivery, depending on courier.
Sorry about that. Our most up to date information is on the website, so use this to check availability. With certain items, you may be able to place your order, we will update you after 7 days if the order has not already been sent to you. You can also select to be emailed when the product is back in stock.