Refund policy

Returns & Cancellations Policy:

Thanks so much for the purchase you have either recently made or are about to! If you're reading this page to put your mind at rest, then rest assured we look after our customers and never leave them in the 'lurch'. We want all our customers to have a truly outstanding purchasing experience and we always look after them/you. If you have made a recent purchase you're looking at returning then please read the rest of the page below and then email us letting us know your circumstances and which of the below return scenarios most apply to you.

You will be informed of the correct return address as part of the returns procedure (below), please do not automatically send returns to the SHOP21 address unless you are specifically instructed to do so. In order that we maintain high stock liquidity we rely on a network of different distributors and often instruct customers to send goods to be returned directly back to the warehouse to speed up the returns process & your refund/replacement.

A return policy or warranty does not affect the customers legal rights. We would like you to be completely satisfied with your purchase from SHOP21, please be certain that you have selected the correct items as we do not send goods out on a trial basis. If the goods are not found to be faulty, all return delivery charges will be the responsibility of you (the customer). In all cases where goods need to be returned they must be packed complete with all accessories, software and manuals in the original manufacturers packaging and then packed in an additional outer box or covering to ensure that the product and its original packaging are unblemished. We advise all returns are sent by a trackable method such as Royal Mail Recorded Delivery for items under £50 in value or RM Special Delivery for items valued from £51 to £250 and then courier for items above £251. Refunds are issued within 30 working days of receipt of the returned items.

You may only return goods with our prior authorisation, this must be obtained by emailing returns at symbol shop21.uk.com they can only be returned under the following conditions.

1) You believe your goods to be faulty (or misdescribed ) and you wish to return them complete and with original packaging, this must be done within 14 working days of delivery, if you require a refund. The responsibility of returning the goods is yours and a refund will not be given until the goods are validated by an authorised engineer for the relevant manufacturer to be faulty and to be complete and in original manufacturers packaging.

2) You believe your goods to be faulty and wish to return them for repair/replacement under the manufacturers warranty. The responsibility of returning the goods is yours and a replacement will not be given until the goods are validated by an authorised engineer for the relevant manufacturer to be faulty and to be complete and in original manufacturers packaging. If 30 days have passed since receiving your order please contact the manufacturers support department directly.

3) You wish to CANCEL your order & return the product according to your rights under the Consumer Contracts Regulations. This right can be exercised within 14 working days of delivery. If the products are not faulty you will be refunded the product value minus any direct costs incurred by SHOP21 as part of the return/cancellation process. If you wish to cancel your order once you have already received the goods you must return the goods to us at your own expense. We cannot accept returns of cancelled orders if the product and its main packaging has been opened/is not in resellable 'as new' condition. So please send the return in an outer package such as a Jiffy bag etc so the product packaging is not damaged in transit, or destroyed by addresses written on it or postal stickers etc).