We want to make using the Virgin Media Shop site as easy as possible. In order to help you we have included some useful information on returning items.
IMPORTANT
You should retain a copy of your order confirmation e-mail for future reference as this will be needed for warranty returns.
Returning unwanted or incorrectly ordered items
Should you want to return any products within 7 working days from receipt of the products we have a no quibble returns policy. We will give you a refund (excluding the initial delivery costs) as long as the below conditions are adhered to.
Returned products should be in the same condition you originally received them in, undamaged and with the original undamaged packaging. We cannot accept return of products under these circumstances:
If the products are made to your specifications or otherwise personalised
If the products by their nature cannot be returned
If the products have been damaged
If you have opened and broken the seal of memory products, computer software (including games), audio or video recordings or media
You must return the complete product. We reserve the right to recover compensation from the refundable value should the returned products arrive in a less than saleable condition or are damaged in any way. The same applies if any parts or components are missing.
Depending on the state of the returned products, you agree to be reimbursed as follows:
Condition of Package/Product
Reimbursement upon return within the 7 days cooling off period
Deductions
Un-Opened & Complete
100%
None
Un-opened & Complete but no delivery
100%
Delivery charges
Opened & Complete
100%
None
Opened & Incomplete
50%
50%
Defective & Complete
100%
None
Defective & Incomplete
50%
50%
Returns process and checklist for unwanted, faulty or incorrect items
Note: Please do not attempt to return items to Virgin Media without contacting us first as this may delay or disrupt the returns process
Below are the simple stages to return your item(s). Please follow these stages to help us minimise any delay in dealing with your returned item(s).
Call the Customer service department on 0808 238 0051x
Provide the customer service engineer with your order details
You will receive notification from us that we have processed your returns request
Please attach the RMA details we have emailed you to the external packaging and NOT the product’s branded packaging
Do not write on any packaging but affix a strip of tape and add your return details to this only.
We will collect the item(s) – please make sure you are present
Upon receipt and verification of the returned item(s) we will immediately arrange for your refund on the specified item(s)
Returning faulty items
Please read the warranty documentation accompanying the products – certain products may require that you contact the manufacturer directly if you detect any defects.
Should an item be non-conform, faulty or have any form of manufacturing fault or deformity upon delivery (dead on arrival) the item will either be repaired or replaced. To return faulty items – see above.
Should an item become faulty outside of the manufacturer’s “dead on arrival” period, the manufacturer will repair or replace the product as long as the product in question is returned within the manufacturer’s warranty period and in accordance with the warranty agreement.
Click here to see a list of manufacturers and their individual warranty periods and warranty terms.
The warranty terms offered by the manufacturers do not affect your statutory rights against the seller.
