Help Centre - Service Charter
MovieMail does not charge your Credit Card until goods are ready for despatch.
Faulty items may be returned at any time. If the item proves faulty on our equipment we will also refund your postage. You must contact us in advance of any return for authorisation.
Any item purchased from us may be returned for full refund within 7 days of purchase providing that it is in its original condition, including wrapping. On receipt of returned goods we will credit your account with us. If you require a refund and you purchased by Credit or Debit Card we will refund you within 2 working days of receiving the request. If the refund must be made by cheque or bank transfer we will process it within seven days of the request.
At our discretion we will allow goods to be returned outside of the 7 day limit. For your guidance, we will normally take back anything in good condition. However we will not, for instance, accept the return of more than 10% of accumulated purchases, nor will we accept boxed sets or items outside of our own catalogue. If returned items are not in fit condition for resale then we will make an appropriate handling charge.
We retain the right not to fulfil any order for any reason whatsoever. This right is rarely used but covers situations such as mistakes by us, repeated losses in transit, excessive returns and obviously incompatible equipment as well as aggressive or disputatious customers. Essentially we try to provide an individual service based on partnership with our customers and occasionally we need to protect ourselves. No contract will exist between you and MovieMail until the goods are despatched to you.
If you have a complaint about MovieMail or dispute about our service or charging then please contact our Customer Service Manager in the first instance - details at the bottom of every page. If you fail to receive satisfaction within 7 working days then you should contact Carol Hunter, Managing Director. We belong to the Which? Web Trader Code of Practice.
None of the above affects your statutory rights.