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Orders, Returns & Refunds

Refund policy


All sales of products made via this site will be on the basis of Terms & Conditions.


We will take all reasonable care to ensure that all Product Descriptions are correct at the time when the relevant information was first entered onto the Website. We have made every effort to display as accurately as possible the appearances, colours, textures or finishes of our Products. What you see will depend on your computer equipment, screen or monitor and we are therefore unable to guarantee that a Product's images are an accurate representation of the actual merchandise. Please refer to our Returns Policy if you are unhappy with your order.


The Website features Products that have been carefully selected for sale on Website. Products are subject to availability so once a Product has sold out it will be taken off the Website at the earliest opportunity and may not be available again. As there is a delay between the time when your order is placed, and the time when the Order is accepted, the stock position relating to a particular Product may change. If a Product you have ordered becomes out of stock before we accept your Order, then we shall not be liable to you for being unable to provide that Product. If such a situation arises, then we shall notify you as soon as possible and you will not be charged for the out of stock Product.


Product prices shown on the Website (irrespective of which currency you choose to pay in) may change from time to time, for example, if the applicable currency exchange rate changes before your order is accepted or the Product you are ordering is subject to a promotional discount or offer which is either applied or withdrawn during the selling period.

Please also be aware that the price of a Product may change at checkout if it is subject to delivery charges applied in the country you have selected for delivery of your order.


For UK Buyers: All Product prices shown on our website are inclusive of any applicable UK VAT.

For EU Buyers: If the shipping destination of your Order is an EU country, the total cost of your Order will not include UK VAT. Due to Brexit, all orders being delivered in the EU placed after 31 December will be subject to local taxes and duties.

If the shipping destination of your order is out of UK, the total cost of your Order will not include UK VAT or any other Duty/Tax Charges of the buyer’s relevant local customs authorities.

You will be the importer for the international delivery of your Order. Please make sure the product you are planning to purchase or import fully comply with your local Law and Legislation of your country without any restrictions. If any customs requirements apply or charges are due, you agree to be responsible for these.

Ordering agreement

By placing an order with us, you are confirming that all products ordered by you are for ethical use only.

We reserve the right to refuse orders if we suspect you are in any way involved in fraudulent or unethical activity on the website, including, but not limited to, the use of stolen payment methods.

Accuracy of billing and account information

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address.

In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates so that we can complete your transactions and contact you as needed.


Have you placed a wrong order or accidentally ordered an item?

You can request order cancellation within 24 hours of placing your order. You can either entirely or partially cancel the order.




Changed your mind? We offer a full refund to most of our items provided they are new and unused, with all labels and tags intact and in their original packaging within 14 days of receiving the goods.

Please note that returns due to a change of mind (e.g. remorse purchases) are accepted back within 14 days of when you received the item. In addition, remorse purchases have to be returned to us in original condition in original packaging with all internal packaging, contents and documentation. Alternatively, a restocking charge will be applied.

Faulty item or Wrong item?

Please contact us via email soon as possible. We will make arrangements to send a replacement unit. If the fault occurs within 30 days of purchase (or delivery or installation) we will always offer you either a repair, exchange or refund.

Did the item arrived damaged?

If you suspect the device packing is tampered (unless opened by In Country Customs) or damaged while transit, please reject the parcel and ask the Courier Company to “Return to Sender”.

Which products can't be returned??

The following products won't be eligible for exchange or refund (unless faulty or not as described):

  • Products you received over 14 days ago
  • Products that have been opened or unsealed (other than where necessary to inspect)
  • Products without original packaging or labels
  • Products or packaging in poor condition
  • Products that contain your personal data or have been manufacturer-registered

Non-Returnable Items

In certain instances, we are unable to issue refunds or exchanges. As a guideline, the following categories are not covered by our returns policy:

  • Personalised items
  • Made to order items
  • Opened CDs or DVDs
  • Cosmetics that have been opened, tested or partially used
  • E-vouchers and gift cards
  • Headphones that have been opened, tested or partially used
  • All personalised items cannot be returned or refunded unless the item is faulty or damaged.


Returning your items by post is simple. Just follow the following process.

  • STEP 1: Get Authorisation

    Please email us at sales@macromart.co.uk and explain the reason for the return.

    Once approved, you will be emailed a Return Authorisation Form.

    Print and attach the Return Authorisation Form and include it in the parcel.

  • STEP 2: Return by post

    UK buyers: All items must be returned to us within 14 days of delivery.

    Non-UK / Rest of the world buyers: Rest of the world you have 14 days from delivery to return your products.

    Return Address :
    MACROMART - Returns,
    95 Groveley Rd,
    TW16 7JZ.
    United Kingdom.

    You can use any courier service at your expense to post it back to us.

    Unfortunately, we cannot be held responsible for anything lost or damaged in transit.

    If the return item’s value is more than £50.00, we insist to use a courier service that issues a tracking number.

    Note: If you are returning outside the UK, please indicate to your Courier service, that it is a Return Item.

  • STEP 3: Refunds

    Once we have received the returns, it will be processed within 5 working days and the buyer will receive an email confirming your refund.


Once we have received the returned item we will inspect the item and initiate the refund process.

If the inspection fails for the returned item, you will be contacted via email. This may occur if you have not followed or dissatisfied with the return procedure.

The refund process may take up to 3 to 5 days in some circumstances but we try our best to process it faster.

The refund will be reimbursed back to your initial source of payment.

Note: If you are a buyer outside the UK, Unfortunately, we cannot refund any taxes, duties, charges or delivery costs that you may have paid when placing your order.


All item are inclusive of a limited UK warranty.

We only accept faulty return items within the 30 days after delivery for an exchange or refund.

All orders delivered for more than 30 days, we suggest contacting the manufacturer for warranty repair.

Non-UK customers may not be able to receive warranty support from the manufacturer, although we always recommend checking first with the manufacturer. We accept international returns for warranty service in the UK, due to associated shipping costs, customers may find it cheaper to arrange an out-of-warranty repair with the manufacturer locally.