Returns Policy

Last updated: 1 September 2026

We want returns to be handled as clearly and efficiently as possible.

As Comms Online supplies both businesses and individual consumers, different cancellation and return rights may apply depending on how the purchase was made.

If you need to return something, please contact us before sending any goods back.

Email: Sales@commsonline.co.uk
Telephone: 03301 330 695

Consumer Change-of-Mind Returns

If you are a Consumer and purchased goods online, you will normally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

You must tell us that you wish to cancel within that 14-day period.

You then normally have a further 14 days to return the goods.

Please contact us before returning anything so that we can provide the correct return instructions and address.

Return postage

For a Consumer change-of-mind return, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.

We recommend using an insured and trackable delivery service, as you remain responsible for the goods until they are received by us.

Original delivery charges

Where required by consumer law, we will refund the cost of the least expensive standard delivery service offered for the order.

If you chose a premium, timed, enhanced or more expensive delivery service, we are not required to refund the additional amount above the cost of standard delivery.

Condition of returned goods

You may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

You are responsible for any reduction in value caused by handling beyond what would reasonably be permitted when examining the goods in a shop.

Where possible, please return products complete with their original packaging, accessories, instructions and other supplied items.

Products That Cannot Normally Be Cancelled

Consumer cancellation rights may not apply to certain products, including:

goods made to your specification or clearly personalised;

custom-manufactured or specially configured goods where the statutory exemption applies;

sealed software or similar sealed products once unsealed; and

other goods excluded from cancellation rights by law.

We will tell you where we believe an order is subject to one of these exceptions.

Business Customer Returns

Business Customers do not have an automatic right to return goods because they are no longer required or were ordered in error.

Please contact us before ordering if you are unsure about compatibility or specification.

We may agree to accept a Business Customer return at our discretion.

Where a Business return is authorised:

the goods must be unused and suitable for resale;

all original packaging, accessories and documentation must be included;

return carriage is the responsibility of the customer; and

a reasonable restocking, administration or supplier return charge may apply.

We will confirm any applicable charge before accepting the return where reasonably practicable.

Special-order, custom-manufactured, configured, cut-to-length or other non-stock products are generally not returnable by Business Customers unless faulty or incorrectly supplied.

Faulty Goods

If you believe a product is faulty, please contact us before returning it.

Please provide your order number, details of the fault and, where useful, photographs or video showing the issue.

Consumers have statutory rights in relation to faulty goods under the Consumer Rights Act 2015. Nothing in this Returns Policy limits those rights. Consumer remedies can include refund, repair or replacement depending on the circumstances and when the fault becomes apparent.

For confirmed faulty goods, we will arrange or reimburse reasonable return costs where we are responsible for the return.

Damaged or Incorrect Deliveries

If your order arrives damaged, incomplete or contains the wrong goods, please contact us as soon as possible.

Where possible, retain the outer packaging and provide photographs showing:

the packaging;

the product;

any visible damage; and

the shipping label.

This helps us deal with the carrier or supplier quickly.

Notification deadlines do not remove any statutory rights available to Consumers.

How to Request a Return

Please contact:

Sales@commsonline.co.uk
03301 330 695

Please provide your:

order or invoice number;

name and company name, if applicable;

product details;

reason for return; and

photographs where the goods are damaged or faulty.

We will provide a return authorisation and the appropriate return address.

Please do not send goods to our registered office unless we specifically ask you to do so.

Refunds

Qualifying Consumer refunds will be processed within the period required by law.

Where a Consumer cancels an online purchase, we may wait until we have received the goods back or received evidence that they have been returned before issuing the refund, where permitted by law.

Approved Business Customer returns will be refunded or credited once the goods have been received and inspected.

Refunds are normally issued to the original payment method.

Your bank or payment provider may take additional time to display the refund after it has been processed.

Exchanges

If you need a different product, please contact us.

Where appropriate, we can arrange a return and replacement, subject to availability and the terms above.