Refund Policy

Refund Policy - CompleteSales.co.uk

We understand that things sometimes go wrong and believe its better to be transparent and fair when dealing with customers, which is why our Refund Policy is fair, ensuring you can be satisfied with each and every order from us.

Please be aware that while we always try to describe items as accurately as possible, the sheer number of product we stock sometimes means the odd error may creep in. Please be mindful that images are for illustration purposes only and products may occasionally vary in size, shape or colour.

Our Returns Roadmap

  1. Before anything back to us, please contact us and inform us of the problem.
  2. We will then send you a “Return Form”. You must fill in the return form and send it with the item returned. This helps ensure things don’t get lost and we know exactly which customer we are dealing with.
  3. Once received the team will check it and contact you with a resolution within 5 working days.

Warranty

We provide a 90-day warranty for all electrical items from the date of purchase. Warranties cover mechanical and electrical breakdowns for a period of 90 days from purchase. Cosmetic damage, general wear and tear or use, accidental or otherwise. We do not cover liquid or physical damage to goods.

Your warranty does not cover faults caused by accidents, damage or misuse.

Warranties do not cover items exhibiting physical damages such as drops, dents, scratches etc.

If your product has exceeded our 90-day warranty, we would advise you to contact the manufacturer directly and pursue the manufacturers statutory 1-Year warranty.

Changed Your Mind?

Distance Selling rules ensure orders can be returned to us within 14 days of purchase for a full refund under our Refund Policy.

If you change your mind and wish to return the goods you purchased we must receive it back within 14 days from the date of purchase (see returns Roadmap above!).

Return products in original packaging and unopened to receive a full refund.  For items with a value of £50+ we would recommend that you send the item tracked with enough insurance to cover its value. Until we receive your item and inspect it, we cannot guarantee we will accept it back for refund.

Returns cannot be accepted on products that have been opened like e-liquids. Deciding you, “…don’t like raspberry…”, is not a valid reason for return.

Missing Items

Some items are quite small and can hide inside the packaging. So if you think something is missing have a good look first. We find that almost always the items are just hiding – especially shortfills!

Missing items must be reported within 3 working days.

Faulty or Damaged Items

Items damaged in transit must reported to us as soon as possible. Will advise you of the next steps and your goods may well be eligible for replacement or refund.

All damaged or faulty items returned to us will be inspected by our technical staff before a refund is effected.

Returned items must be in the condition as they were sent. We reserve the right to send the item back to you or provide only a partial refund after assessing the items for damages.

If there is any sign of cosmetic or accidental damage, then we will not accept the return of the item and we will send the item back to you. 

Customers are responsible for damages resulting from poor packing. We advise taking photographs of your return items before sending back to us – just in case your courier damages them.

We do not accept returns for clearance products and our warranty does not apply to those.

Products sold with a “short dates” or close to that date will be explicitly stated. Buyers cannot subsequently return items because they are out of date.

When faulty, we will always try to repair the products and send the same product back to you. If repair is not possible then you will eligible for a replacement or refund.

It may take staff up to 7 days to inspect returned items. We aim to turn items around as quick as we can.

Received product believed to be non-faulty after testing, we reserve the right to send the items back to you. Sometimes we are all subject to a bit of “user error” 😀

Refunding Payments

Customers eligible for refunds for a faulty, returned or missing items will be offered a gift voucher. This is the fastest way to get your refund. Please be aware that refunds to card may take up to 5 days.

Under our refund policy we cannot refund to a payment method other than the original taken due to money laundering regulations.