Whatever the reason, we would rather sort it out than leave you stuck with something you do not want. Find your situation below.
If your kit is faulty, damaged on arrival, or a part is missing, you have two routes and you choose which one. Your legal guarantee has no 14-day or 30-day limit and is set out in Do your kits have a warranty?. You can also return the order under the change-of-mind rules below, and because the fault is down to us we cover the return postage. If you would rather have a refund than a replacement part, say so and we will pass you to a colleague who can arrange it — we will not push a part on you.
Changed your mind — EU and EEA. You have a legal right to cancel within 14 days, for any reason or for no reason at all. You do not have to explain yourself, and the kit does not have to be faulty.
The 14 days start the day after you, or someone you nominate other than the courier, receive the kit. If your order arrives in several parcels, the clock starts from the last one. You can also cancel earlier, from the moment you place the order.
EEA here means Norway, Iceland and Liechtenstein as well as the EU. Switzerland is not in the EEA, so Swiss customers are covered by the "everywhere else" section below.
Changed your mind — United Kingdom. Your right to cancel starts the moment you place your order and runs until 14 days after the kit reaches you. As above, no reason is needed.
Changed your mind — everywhere else. We give you 30 days from delivery to change your mind. That is our own policy rather than a legal requirement. Tell us within 30 days, send the kit back within 14 days of us giving you the address, you cover the return postage, and we refund the price plus standard delivery.
If you are in the EU, EEA or UK you have both this and your legal right, whichever suits you better.
Your order has not shipped yet. Same right, and the simplest case. Message us here and we will stop the order before it goes anywhere. There is nothing to send back, and we do not hold your refund waiting for a parcel.
One thing we do need: please tell us. Refusing the parcel at the door or leaving it at a pickup point is not something we can treat as a cancellation on its own. If that has already happened, message us here — you have not lost anything.
How to start. Message us here, or email [email protected], and tell us you want to cancel or return. Include your order number if you have it, as it helps us find you faster, but any clear message counts. You do not need a form, a reason or a reference number.
We will reply with the return address. Please wait for it before you post anything: we ship from several regional warehouses, and a parcel sent to the wrong one can be hard to trace.
Your 14 days to send the kit back start from the day we give you that address, so any time we take to send it never counts against you. And if you have already posted it somewhere, tell us. You have not lost your right to cancel and we will help you track it down.
What condition it needs to be in. Send it back the way you received it if you can, in the original box. That is a preference, not a condition. You do not lose your right to cancel if the box is opened, damaged or long gone.
You are free to do what you would do in a shop: unpack it, look at it, power it up, check it works. Putting a snap-together kit together is part of checking it works and costs you nothing, because we can take it apart again.
Soldering is different. It permanently changes the board, so if a kit comes back soldered we may apply a deduction for the drop in value. We will show you the figures before we do, and if you think we have got it wrong, say so and a person will review it. A deduction never delays your refund.
Roughly what to expect: unbuilt and complete, you get the full price back. Assembled but not soldered, usually nothing is deducted. Soldered, the deduction can be substantial, because in most cases we cannot sell that board again.
Every kit in our catalogue can be cancelled and returned, including sale, clearance and bundle items, and including kits you have already built.
Who pays the postage. You cover the cost of sending it back to us. There is no handling fee, no restocking fee and no admin charge on top.
The exception: if the return is down to us — a wrong kit, a missing part or damage in transit — we send you a prepaid label and it costs you nothing.
Your refund. We refund you within 14 days of you telling us you are cancelling, to the original payment method you paid with. No fees.
We do not wait for the parcel to arrive. Send us the tracking number or the postage receipt, whichever happens first, and that starts the clock.
We refund what you paid for the kit plus delivery. If you chose a faster delivery option than our cheapest standard one, we refund the standard amount and keep the difference. If express was the only option available to you, or it was already selected for you, we refund the delivery in full.
If you are returning part of a bundle or a discounted order, we recalculate the discount across what you are keeping, and never leave you paying more than the normal price of what you keep.
Once we have issued the refund, how quickly it appears is down to your bank or payment provider. If it has not arrived a couple of weeks after our confirmation, tell us and we will chase it.
Still stuck? Message us here, or email [email protected]. A person reads every message.