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 and the delivery process.
IMPORTANT
You should retain a copy of your order confirmation e-mail for future reference as this will be needed for warranty returns.
1. 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 0051
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)
2. 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.
3. Delivery
Orders are normally for next working day delivery if the order is placed and confirmed before 4.30 pm otherwise it will normally be the following working day. Please note that it may take up to 5 working days for delivery.
Our Carrier CityLink will make an initial delivery and if you are not home or cannot take delivery, CityLink will leave a card and make a second delivery attempt the next working day unless you call to make alternative arrangements.
If the second delivery is not successful, CityLink will leave a third card, bring the package back and hold it at its distribution centre for 5 working days.
If you do not contact CityLink during this 5 days period to collect your item, the package will be returned to us. We will consider this to be a return under the no quibbles return policy and refund the purchase price but deduct from the refund our delivery charges (see table under section 1 above).
Please NOTE that delivery will only be made to the address that the credit or debit card is registered to. If there is a mismatch between the ship-to address on your order and the address associated with the credit or debit card, your order will not be accepted.
Delivery is an all day delivery unless otherwise stated at time of order.
If you are not present yourself to take delivery of the goods and you will allow someone else to take delivery on your behalf, please make sure your representative has been given proper written authorisation to take delivery on your behalf.
We are currently only able to take orders for delivery within the UK.
4. Delivery charges and options
Our delivery costs and delivery options are as follows:
Next day delivery (standard all day delivery)
£6.50
Express delivery (UK mainland only):
• Pre 9 am (except Saturday)
£20.00
• Pre 10.30 am (except Saturday)
£18.00
• Pre 12 pm (except Saturday)
£11.00
Saturday delivery (standard all day delivery UK mainland only)
£12.00
N Ireland & Isle of Man (standard all day delivery only)
