Refund policy

Customer Returns & 12-Month Warranty

We want you to shop with complete peace of mind. Every pre-loved item we sell is backed by a comprehensive 12-Month Warranty. This policy outlines your coverage depending on how and where your purchase was made.

1. In-Store Transactions (“Change of Mind”)

Bespoke pre-loved inventory. Because our physical retail stock consists of unique, used items, we operate an all-sales-final policy on face-to-face purchases. We do not provide cash reversals, credit notes or alternative swaps if you change your mind, find a lower price elsewhere or decide the item is no longer to your liking. We strongly advise visitors to fully examine and handle items at our counter before completing payment.

2. Online & Remote Purchases (14-Day Right to Cancel)

If your order was placed online, over the phone or via social media channels, you are fully covered by the statutory UK Distance Selling Regulations.

  • Notification window. You have an initial 14 calendar days from the date of package delivery to inform our team that you wish to cancel your contract.
  • Return shipping window. Once you have notified us, you have an additional 14 days to ensure the item physically arrives back at our premises.
  • Delivery fees. The buyer is responsible for arranging and paying for tracked return postage. We will reimburse our standard outgoing delivery fee, but cannot refund premium or expedited shipping upgrades chosen at checkout.
  • Value assessment. Items must be returned in their original dispatched condition. We reserve the right to lower the final refund value if an item has been handled unnecessarily or shows new signs of wear.

3. Our 12-Month Warranty

If a mechanical or structural defect arises with your item during normal use, our 12-month warranty applies sequentially over three distinct phases.

Phase 1: Day 1 to Day 30 — The Initial Rejection Right

If a genuine structural or internal fault is found within the first 30 days of ownership, you have a legal right to stop using the item and request a full refund to your original payment method.

Phase 2: Month 2 to Month 6 — The Repair and Replace Window

If an issue manifests between day 31 and the 6-month mark, we maintain the right to resolve the problem. We will first attempt an authorised repair or provide a suitable replacement asset. If a fix is unachievable or our singular repair attempt fails, you will be issued a full refund.

Phase 3: Month 7 to Month 12 — Extended Store Protection

If a component fails between 6 and 12 months from purchase, you may request a repair or replacement. To qualify under this extended window, the customer must demonstrate that the baseline flaw was inherently present in the item at the exact time of sale, rather than being caused by ongoing wear and tear.

4. What is Explicitly Excluded

This 12-month warranty does not apply to:

  • Everyday wear and tear, accidental drops, water ingress or aesthetic scuffs acquired after the sale.
  • Faults or specific cosmetic issues that were explicitly noted in the online listing or clearly highlighted on the physical price ticket before purchase.
  • Media formats, video games or software products where a protective security seal has been broken or opened by the user.
  • Any item that has been dismantled, modified or worked on by a third-party technician without our written authorisation.

5. Initiating a Return

To file a warranty or return claim, please contact our support desk or visit our counter. You must bring:

  • The hardware asset alongside any cables, boxes or accessories provided at the point of sale.
  • Definitive proof of purchase, such as a physical store till receipt, card statement or digital order number.

Contact us: Convenient Cash, 34-35 Commercial Road, Swindon SN1 5NS · 01793 939 381 · contact@convenientcash.co.uk