Our Customer Support team is here to help you.
All our customers have a dedicated Customer Support contact and we aim to respond to any issues raised within 1 hour (during business hours).
You can contact the team on: 01792 515551
Before contacting us the following information would be helpful, but is not essential:-
- Your invoice number
- Your dispatch note number
**PLEASE BE AWARE THAT WE WILL NOT ACCEPT ANY GOODS BACK WITHOUT A VALID RETURNS NUMBER**
For Items Damaged During Transit
Claims for items damaged in transit must be received within two business days of receipt of merchandise. If the items are visibly damaged on receipt, please sign the carrier's delivery note accordingly, this will assist us with your claim. Please ensure that all items are returned in their original packaging complete with all accessories and documentation. For items over £40 in value we will arrange a courier pick-up and for smaller items please return to us using our freepost label. We ask that you please keep your proof of posting until the items have been received back into our warehouse and the appropriate action has been taken. Once we have received the items back into our warehouse and the damage has been assessed we'll issue a replacement, credit note or full refund to you via your original payment method as deemed appropriate.
For Items are Faulty on Arrival
If your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please inform us immediately of any faults with any product purchased. Please ensure that all items are returned in their original packaging complete with all accessories and documentation. For items over £40 in value we will arrange a courier pick-up and for smaller items please return to us using our freepost label. We ask that you please keep your proof of posting until the items have been received back into our warehouse and the appropriate action has been taken. Once the fault has been verified, we'll issue a replacement, credit note or full refund to you via your original payment method. At Comcen we test all returned items, and if a returned item is found not to be faulty by our engineers then we will return the item to you, and in this instance you will be liable for the return carriage.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair.
As our product range is vast and each manufacturer has their own warranty guidelines please contact our Customer Service Experts on 01792 515580 and we’ll talk you through the appropriate options available to you. Alternatively complete our On-line Customer Service form and we’ll respond within the hour (business hours only).
Consumer Customers: If you change your mind
Under the Distance Selling Regulations (DSR) as a Consumer, if you change your mind about any item ordered from us then you are entitled to return the goods within 14 working days of receipt. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so. Once the item is received back at Comcen then we'll issue a full refund for the product to your original payment method. Any monies owing will be returned within 30 days.
There are some exceptions to the right to cancel. Consumers can't cancel if the contract is for:
- Goods made to the customer's specification
- Audio or video recordings or computer software that the consumer has opened
- Services that begin, by agreement, before the end of the cooling-off period
Please not that the DSR does not apply to Business to Business Transactions.
Incorrect Goods Supplied by Comcen
We will arrange collection of these goods, and you will receive a full refund once they have arrived back in our warehouse.
Duty of Care
Whilst in possession of the Goods you will be under a duty to take reasonable care of them. We reserve the right to refuse a refund on Goods returned which have been made unfit for resale or damaged whilst in your possession.
If you qualify for a free gift by satisfying a minimum spend threshold and you decide to return some of the goods purchased which would reduce your order value below the minimum spend threshold, you must return, (at your expense) the free gift in order to receive a credit or refund. Also, where a free gift is offered subject to the purchase of a specified item, and you decide to return the specified item, you will also need to return (at your expense) the free gift to receive a credit or refund.
Need to return an item?
You can request a return using our easy to use, online returns tool which is designed to make the process of returning an item as simple as possible. Alternatively if you want to speak to our highly trained and experienced Customer Service Experts then please ring 01792 515580.
Please note: In order to return a product you must obtain a returns authorisation number; no returns can be processed without it.
Collection of goods
Our trusty and reliable couriers FedEx will collect your items within three business days of contacting us. Prior to collection could you please ensure that the returns number is attached clearly to the parcel, this helps us identify the parcel once it reaches our warehouse and speeds up the returns process.
Please ensure that the items in the box correspond to the correct returns note.
Collection will be attempted a maximum of three separate times. Once tried three times we are unable to issue any credit.