Refund and Returns Policy

Last Updated: October, 2025.

At AA East Traders, customer satisfaction is at the heart of everything we do. As a premium UK-based online tech store, we want you to be completely happy with your purchase. However, if for any reason you’re not satisfied, our Refund & Return Policy outlines your rights and options under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

This policy explains how to return a product, request a refund, exchange an item, and what to do if you receive a faulty or incorrect product. It is designed to be clear, customer-friendly, and legally compliant.

1. Summary of Your Return Rights

As a UK consumer, when you shop with AA East Traders online, you have the right to:

• Cancel your order within 14 days of receiving the goods
• Return your item if it is unwanted, faulty, damaged, or not as described
• Receive a full refund (including standard delivery costs where applicable)

These rights apply to most products sold on our website but may be subject to specific conditions explained below.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The return request must be made within 14 calendar days from the date of delivery
• The item must be unused, unopened (where applicable), and in its original packaging
• You must provide valid proof of purchase (order number or receipt)

We reserve the right to refuse returns that do not comply with these conditions.

3. Items Not Eligible for Return

For hygiene, safety, and licensing reasons, certain items cannot be returned unless faulty:

• Opened earphones, headphones, or other in-ear audio devices
• Screen protectors once applied
• Digital products or download codes
• Gift cards or vouchers
• Software once unsealed or activated
• SIM cards once registered or used

If any of the above items are defective, we will handle your claim under our faulty product policy (see Section 8).

4. How to Request a Return

To start a return process:

1. Contact our customer service team via email at [Insert Contact Email]
2. Include your full name, order number, product details, and reason for return
3. Await return authorisation and instructions from our support team
4. Package the item securely in its original packaging with all accessories
5. Send the item to the address provided using a tracked and insured courier

Important: Do not return items without receiving authorisation first, as this may delay or void your return.

5. Return Shipping Costs

• Unwanted items: You are responsible for return shipping costs
• Faulty/incorrect items: We will reimburse reasonable return postage once verified

We recommend using a tracked delivery service with proof of postage for all returns. AA East Traders is not responsible for returns lost or damaged in transit.

6. Exchanges

We’re happy to offer exchanges under the following conditions:

• The item is eligible for return (see Sections 2 and 3)
• The desired replacement is in stock

To request an exchange, follow the same steps as a return (see Section 4) and specify the replacement item you would like. If the replacement product is more expensive, you will need to pay the difference. If it’s cheaper, we’ll refund the difference.

7. Refunds

Once your return has been received and inspected, we will:

• Confirm receipt via email
• Assess the condition of the returned item
• Process your refund to your original payment method within 5–10 business days (subject to bank processing times)

If your return is rejected (e.g. item used or not in original condition), we will notify you and offer to return the item back to you at your expense.

Refund Includes:

• Product price
• Standard UK delivery cost (if entire order is returned)

Refund Excludes:

• Expedited shipping fees (unless the item is faulty)
• Return shipping (for unwanted items)

8. Faulty or Damaged Items

If your item is faulty, damaged, or develops a fault within the warranty period:

1. Contact our support team with your order number and fault description
2. Provide photographs or videos of the issue (if applicable)
3. We may offer:
   • A replacement item
   • A repair service
   • A full refund

Faults due to misuse, accidental damage, water ingress, or attempted self-repair are not covered. Items found to be working correctly after inspection may be returned at your expense.

9. Late or Missing Refunds

If you haven’t received your refund within 10 business days:

• Check your bank or credit card account
• Contact your bank, PayPal, or card provider
• Contact our customer support team for confirmation

Delays may occur due to bank processing times, especially for debit card transactions.

10. Cancelling Your Order

You have the right to cancel your order within 14 days of receiving it under the Consumer Contracts Regulations.

To cancel:

• Email us as soon as possible before the item is dispatched
• If already dispatched, follow the returns procedure (Section 4)

We will process your cancellation and refund as quickly as possible once the item is returned.

11. Restocking Fees & Deductions

We do not charge restocking fees for eligible returns. However, deductions may apply if:

• The item shows signs of use
• Packaging is missing or damaged
• Accessories are incomplete

In such cases, a partial refund may be offered.

12. Business-to-Business Orders

Returns and refunds for business customers may differ. If you are purchasing on behalf of a business, please contact us for tailored terms before placing your order. Business orders may be subject to handling/restocking fees.

13. Responsibility During Return Transit

Until we receive your return, the item remains your responsibility. Ensure it is:

• Properly packaged
• Clearly labelled
• Sent with tracking and insurance

We cannot accept responsibility for goods damaged or lost in return transit.

14. International Returns

Currently, we serve UK customers only. If an international customer places an order by mistake, please contact us immediately. Returns from outside the UK must be pre-approved and shipped at the buyer’s cost.

15. Policy Updates

We may update this Refund & Return Policy to reflect changes in law, operations, or customer service improvements. Updates will be published on this page with a revised date. Continued use of our website implies acceptance of the latest policy version.

16. Contact Us

If you have any questions or concerns about our refund and return process, please get in touch:

AA East Traders LTD

Email: admin@aaeasttraders.co.uk

Phone: 07399814903

Returns Address: 41 Jedburgh Road, London, England, E13 9LF

Support Hours: Monday to Friday, 9am to 5pm