Refund & Returns Policy

1. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods — no questions asked. To cancel, notify us in writing at info@itcarecenter.co.uk within the 14-day window.

You must then return the item within 14 days of notifying us. Items must be returned unused, in their original packaging, and in the same condition as received. You are responsible for return postage costs unless the item is faulty or misdescribed.

Refunds will be processed within 14 days of us receiving the returned item and will include the standard delivery cost you paid. Refunds are made to your original payment method.

2. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to goods that are of satisfactory quality, fit for purpose, and as described.

• Within 30 days of delivery: You are entitled to a full refund if the item is faulty, damaged, or not as described. Contact us at info@itcarecenter.co.uk and we will arrange a free return and process your refund promptly.
• After 30 days but within 6 months: We will offer a repair or replacement in the first instance. If we cannot repair or replace satisfactorily, you are entitled to a refund.
• After 6 months: You must demonstrate the fault was present at the time of purchase. We will assess the item and offer a repair, replacement, or partial refund as appropriate.

3. How to Return an Item

• Step 1: Email us at info@itcarecenter.co.uk with your order number, reason for return, and photos of any damage or fault.
• Step 2: We will respond within 2 business days with return instructions and, where applicable, a prepaid returns label.
• Step 3: Pack the item securely in its original packaging and send it to our returns address as instructed.
• Step 4: Once received and inspected, we will process your refund or replacement within 5 business days.

4. Non-Returnable Items

The following items cannot be returned unless faulty:

• Software, digital downloads, or license keys that have been activated or redeemed
• Items that have been personalised or made to your specification
• Sealed hygiene products that have been opened
• Items damaged due to misuse, accidental damage, or unauthorised modification

5. Refurbished & Pre-Owned Items

Refurbished and pre-owned items carry the same statutory rights as new goods. They are covered by our 12-month warranty unless stated otherwise on the product listing. Cosmetic wear described in the product listing is not considered a fault.

6. Refund Timescales

• Refunds to credit/debit card: within 5–10 business days of approval
• Refunds to PayPal: within 3–5 business days of approval
• Bank transfers: up to 10 business days

7. Contact Us

For all returns and refund queries:

• Email: info@itcarecenter.co.uk
• Website: www.itcarecenter.co.uk
• Address: iTcare Center UK, 8, North Street, Romford. RM1 1BH, United Kingdom