Good afternoon,

Thank you for taking the time to leave your feedback. We're sorry to hear that you were disappointed with your experience.

We have reviewed your return request and would like to clarify our returns process.

Under the Consumer Contracts Regulations, customers are entitled to inspect a product to establish its nature, characteristics and functioning, as they would be able to do in a retail store. However, once a vacuum cleaner has been assembled and used, it can no longer be sold as a brand-new product, and its value may be reduced.

If you choose to return the vacuum cleaner within the cancellation period, we may make a deduction from your refund to reflect any diminished value resulting from handling or use beyond what is necessary to inspect the product. Any deduction would only be determined after the item has been returned and inspected.

As outlined in our returns policy, the cost of returning the item is the customer's responsibility. We recommend using a tracked and insured courier service, as you remain responsible for the goods until they are safely received by us.

If you decide to return the vacuum cleaner for an exchange to another model, we would need to receive it by 15 August. Please ensure that the vacuum cleaner is thoroughly cleaned and free from dust and debris before returning it, and that it is securely packaged with all parts and accessories protected against damage during transit.

We appreciate your feedback and are sorry that our returns process did not meet your expectations. If you would like to discuss your return further, our Customer Services team will be happy to help.

Kind regards,

Ken
Customer Services
Electricshop