Delivery and Returns

Delivery

Delivery options to UK mainland (Excludes Scottish Highlands)

Returns

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

30 Days Money Back Guarantee – If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, no problem. You can do so provided you inform us of your decision within 30 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, you have 28 calendar days to return it to us. Once the item is received at SoftMall.co.uk, 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. Business customers have 5 days to return an item as not required, providing it is unopened, and may be charged a restocking fee.

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.