Refund and Returns Policy – Express Distributors

At As Express Distributors, we strive to ensure that you are completely satisfied with your purchases. However, we understand that there may be situations where you need to return an item.

How to Return an Item

You can request a return using our simple online returns system, accessible via your account. Please also refer to our Terms and Conditions of Sale for further details.

Change of Mind

If you change your mind about a purchase, you can cancel the order at any point before the item is delivered. In accordance with the Consumer Contracts Regulations (ICACs), you are entitled to a 14-day cooling-off period from the day you receive your item to request a return, provided the item is unused and in ‘as new’ condition.

You are responsible for return shipping costs. After notifying us of your decision to return the item, you have 30 days to send it back. Once we receive the item in our warehouse, we will issue a full refund via your original payment method. Please note that custom or personalized items are not eligible for cancellation or return.

Software and Digital Products

For non-faulty software downloads, returns are only accepted within 14 working days, provided the license key has not been viewed. If faulty, returns are accepted in line with the End-User License Agreement, and a replacement will be provided upon confirmation from the manufacturer.

Returns via Your Own Courier

If you’re returning an item due to a defect, we will refund your purchase according to our refund policy, including standard delivery charges. We will not refund premium delivery surcharges. For defective products, we offer free collection, but if you choose to return the product via your own courier, we will reimburse reasonable shipping costs upon receipt of proof of expenses. To avoid any issues, contact us for pre-approval of return shipping costs.

Damaged in Transit

If your item is damaged during transit, please report it within 7 working days. We recommend documenting the damage on the carrier’s delivery note. We will arrange for a free collection of the damaged item. If possible, return the item in its original packaging. If the packaging is too damaged, please use suitable packaging to prevent further damage during the return. Upon receipt, we’ll issue a replacement or a full refund, and we will cover reasonable return costs, which should be pre-approved by us.

Faulty Items

If your item is faulty on arrival, you have 30 days (14 days for business customers) to request a refund or replacement. Please return the item with its original packaging and accessories. If you decline to use our free collection service, we will reimburse reasonable return costs, provided they are pre-approved.

If a fault occurs after 30 days but within the warranty period, you can return the item to us free of charge for inspection. If deemed faulty, we will provide a replacement or a refund in the form of store credit, depending on the product’s expected lifespan. Items returned after 12 months may be eligible for a partial refund.

Large Appliances

For faulty large appliances, we will work quickly to resolve the issue. After reviewing the product details, one of our engineers will attempt to repair the item. If deemed faulty, we will offer a resolution based on your legal rights.

Consumer Rights

Your statutory rights under the Consumer Rights Act 2015 remain unaffected by this policy. These rights apply to products that are faulty, not as described, or unfit for purpose.

Open-Box/Ex-Display Items

For items marked as Grade A, Grade B, ex-display, or used stock, warranties are limited to 90 days for Grade A/ex-display and 30 days for Grade B items. While you are entitled to remedies under the Consumer Rights Act 2015, the standard of quality for these items is lower than that of new products.

For any further assistance, feel free to contact us at [email protected]. If you are unsatisfied with our resolution, please seek additional advice from the Citizens’ Advice Consumer Service.

This policy ensures clear guidelines for returning products while highlighting your rights as a consumer.