Whatever the reason, we would rather sort it out than leave you stuck with something you do not want. Find your situation below. The full wording is in our Refund Policy.
Damaged on arrival, wrong item or a missing part. Tell us within 14 days of delivery and send a few photos or a short video. We will send a replacement or the missing part, or refund you, free of charge. If you live outside the countries listed below, you will not need to send anything back.
A fault that shows up later. That is covered by our two-year warranty from delivery. Tell us within two months of noticing it — see Do your kits have a warranty?
Changed your mind. You can return products within 14 days of receiving them, without giving a reason, if you live in:
the United States
Canada
the United Kingdom
Australia
New Zealand
Saudi Arabia
the EU, Norway, Iceland and Liechtenstein
Each of these countries is served by one of our regional warehouses. From anywhere else, a return has to travel internationally, and import duties, customs fees and long transit times often cost more than the kit itself, so we are unable to accept returns from other countries.
Your order has not shipped yet. Wherever you live, you can cancel before your order ships. Message us here and we will stop it and refund the full amount within 14 days of hearing from you. Refusing the parcel at the door or leaving it at a pickup point does not count as a cancellation on its own, so please tell us.
How to return.
Message us here, or email [email protected], within 14 days of receiving your order, with your order number and the product you would like to return. You can also use the "Withdraw from contract here" button in our website footer.
We will reply with the return address for your country. Please wait for it before you post anything: returns go to different warehouses, and a parcel sent to the wrong one is hard to trace.
Send the product back within 14 days of telling us.
Opened or used kits. Our kits cannot be resold as new once they have been opened. If a kit comes back opened, assembled, soldered, modified, damaged or incomplete, we reduce the refund by its loss in value: 30% of the product price, or more if parts are missing or damaged.
Who pays the postage. You cover the cost of sending it back to us. The exception: if the return is down to us — a wrong item, or something that arrived damaged or incomplete — we cover the return shipping.
Your refund. We refund the price of the product and the standard delivery you paid within 14 days of receiving your return, minus any reduction described above. If you chose a faster delivery option than our cheapest standard one, we refund the standard amount and keep the difference.
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.
The refund goes back to the payment method you used. If that is no longer possible, for example because your card has expired, we will agree another way with you, at no cost to you.
Consumers in the EU, Norway, Iceland and Liechtenstein. The 14-day return above is also your legal right of withdrawal. We refund within 14 days of your withdrawal notice, and we may wait until we have received the product back or you have sent us proof that you have shipped it, whichever comes first.
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.