Returning Goods - Our Return Policy
We hope that you're pleased with your purchase from BT Shop, however we do understand that occasionally, you may need to return goods to us. We've set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you.
Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage. Please also be aware that if you are not home when we attempt to collect the goods at the scheduled time, we will charge for a new collection.
If You Have Simply Changed Your Mind
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that the goods have not been in your possession for more than 14 Days after the day on which you received the goods. Please note that you may not cancel any goods ordered from us where any audio or video recordings or computer software has been unsealed by you.
You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order.
If we collect the goods from you, we will charge you for the cost of collection (and we may if we wish deduct this from your refund).
Goods Are Faulty On Arrival
If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund. Where any faulty goods are to be returned to us then please ensure that you read our Return of Faulty Goods: Packaging Guidelines.
Goods Become Faulty During Use
If your goods become faulty after delivery, we will always instruct you to contact the manufacturer directly for a warranty repair or replacement. This is often the quickest way to have a fault resolved. For example in some cases, manufacturers provide a special full on-site service and/or telephone help facilities for your convenience. Alternatively you can contact us directly if the goods do not conform to the contract made between us.
Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods. Where any faulty goods are to be returned to us, then please ensure that you read our Return of Faulty Goods: Packaging Guidelines.
Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 14 days with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. In most cases, where goods are being returned to us due to damage on arrival, then a repair is simply not practicable.
Goods Not As Ordered
If you receive goods from us that differ from what you have ordered, then we require that you notify us within 14 days using our Online Returns Tool.
Goods Or Order Duplicated
In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible using our Online Returns Tool.
Packaging Goods for Return
In all cases where goods are to be returned to us, then please ensure that you read our Return of Faulty Goods: Packaging Guidelines
Faulty BT Products
If you think you have a faulty BT product the first step is to contact our dedicated product helpdesks via a Freephone number so they can try and fix the problem for you. If they can't fix it they will give you a fault reference number which you can then use to return the product via our online system here. To find out what number to call please visit www.bt.com/help and type your product name into the search box.
Cancelling an Order
To cancel an order please fill in this form
Next Steps: Returning Goods Using Our Online Returns Tool
BT Shop has a special online tool designed to make the process of returning goods as simple as possible. The tool will prompt you for all the information we need to know in order to arrange your return for you. Please click the link below to learn more and/or to start the process: Arranging a return online.