We understand that you may need to send something back to us, we get that. So, to make this as easy as possible, we operate a no quibble returns policy. If you return the item within 14 days* of receipt, we’ll give you back the amount you paid for the item or offer an exchange, simple, eh?
How do I arrange a return?
If you aren’t happy with your order, you can return it for a refund or exchange within 14 days of delivery. Arranging a return couldn’t be easier:
How do I ship my goods back to you?
Please download the returns form
All goods must be returned at your cost in “as new condition”, including all accessories and original packaging (yes, we mean instructions, stickers and all the box candy!) We cannot accept liability for damage incurred in transit, so we advise using a recorded and insured courier and package your item well. We also recommend that you use a signed and tracked service for returns from outside the UK.
For hygiene reasons, we cannot accept returns for goods that may have come into contact with the eyes, nose, ears or mouth, such as microphones, headphones or harmonicas and also consumable items like Velcro. We also do not accept returns on T -Shirts. We reserve the right to refuse any returns which have been registered with their manufacturer or where bundled software has been downloaded and installed or the security seal has been broken or tampered with.
You are still able to return any goods within 14 days for a refund but you will be liable for any delivery or admin costs associated with your return when it arrives back in the UK. Please label the package clearly as RETURNED goods or to the RETURNS Dept, if you do not, there would be an Import Duty/VAT charge payable to release the goods back to us. Break the Machine Ltd reserves the right to refuse delivery if this happens.
What happens next?
Once your return has arrived safe and sound, we’ll be in touch to arrange the next step.
If you’ve requested an exchange, we’ll contact you to arrange delivery (and payment if required) of your new goods. If you’ve requested a refund, we’ll email to confirm when your refund will be processed.
How long will my refund take?
Please allow up to 14 working days for refunds to be credited into your account, from the day after this item arrives with us. Refunds are usually processed within 7 working days. Please note, some banks can take longer, we cannot be held responsible for bank delays!
What if my order arrives faulty or damaged?
If your goods arrive damaged or faulty, please let us know and we’ll get the problem resolved as soon as we can. We ask that any damage is reported to our support team within 48 hours of receiving the goods, and if possible, please photograph the problem and email the pictures to firstname.lastname@example.org, and we will then help you process the return. Any returns to us are at your cost and therefore we recommend using a tracked and signed service. If your items(s) develop a fault after 14 days, then this will fall under the manufacturers own warranty programme. Please see ‘Your Warranty’ further down this page.
What if there is no fault found?
If no fault is found, we reserve the right to invoice you for the postage costs incurred to return the item back to you.
All new goods come with a minimum one year warranty, provided by the manufacturer. Break The Machine is not a warranty provider or repair shop however, we will try and assist you in speaking to the right person if you do have a warranty question.
In short, any items(s) that develop a fault after 14 days are dealt with by the manufacturer and not Break the Machine. Any returns to the manufacturer or their recommended service provider, are returned at your cost. We recommend using a tracked and signed service in these instances.
We do not offer a warranty for any goods sold outside the EU.
If item has been purchased through Machine Bay, there will be no warranty provided as these items are usually older/used/discontinued products where the warranty has already expired.
*Please refer to our full terms and conditions for further information on our delivery and returns policy.