Returns
Have you ordered the wrong item or simply not happy with the product? Contact us within 14 days of delivery to make a return.
How to return a product
- Call us on 0800 368 9039 or email us at enquiries@comet.co.uk to request a return.
- We will get back to you within 48 hours to authorise your return.
- You can then send the product back to us via a secure courier. You will need to arrange and pay for the courier; you should also make sure the product is insured with the courier and securely packaged.
- Once we have received the product, we'll check it over and then contact you with the next steps.
If you return your product to us unused and in its original packaging, you’ll receive a full refund. It’s perfectly acceptable to unpack and inspect the product first, but if it has been used in any manner (such as being installed, having data downloaded, or a screen protector removed), we may only be able to provide a partial refund. Additionally, you will be responsible for arranging the return at your own cost. If the item has been fully used, we can’t accept a return unless the product is faulty.
Please note: in the event of a return due to a change of mind or for reasons unrelated to a product defect, original delivery charges are non-refundable.
What should I do if my product has arrived damaged?
Please contact us immediately by phone to report any damages. Damages must be reported to us within 48-hours of delivery.
It is rare that a product arrives damaged but if it does you can refuse the item at the point of delivery. This will then be returned with the driver.
For our large appliances delivered by a 2-man team we offer a paid unwrapping and packaging recycle service. The driver will unbox the product for you and wait while you check your product over. This service allows you to report any issues at the point of delivery so the driver can take the goods back if required.
Check your new item as soon as it arrives, you should report any damage or any missing items as soon as possible. If you are waiting for a kitchen to be fitted or storing your items, we strongly recommend that you check them for damage at point of delivery.
Please do not try and fit or install damaged items without talking to us first as you may cause further damage.
How to report a damaged product
- Simply call us on 0800 368 9039 or email us at enquiries@comet.co.uk to report a damaged product.
- Pictures of the damage product will be required.
- We will respond to you within 48 hours to inform you of the next steps.
What do I do if my new product is faulty?
Nearly all our products come with at least a 12 month manufactures warranty or more for our UK and Irish consumers. You can contact us direct to return a faulty product, but we often find it is useful for you to contact the manufacturers helpline first, they can help you diagnose the fault and try to resolve it on the call – we find that over 50% of returns enquiries can be resolved over the phone. Remember, after 30 days the warranty will be direct with the manufacturer.
Where possible we recommend contacting the manufacturer helpline first and obtain a fault reference number. If an engineer has visited already and you have a reference number from them please provide this as part of your return request, while this is not necessary it does help speed up the process.
How to return a faulty product to us
- Simply call us on 0800 368 9039 or email us at enquiries@comet.co.uk to report a faulty product.
- We will get back to you within 48 hours to authorise your return.
- We will arrange to collect the product. You should also make sure the product is securely packaged for the journey.
- Make sure you include all accessories that arrived with the product.
- Once we have received the product back, we will check it over and then contact you with the next steps.
