Delivery & Returns Policy

How much does it cost?

A Standard Delivery charge of £4.99 inc VAT is added to most orders to UK mainland addresses (excluding Northern Ireland, Channel Islands & Eire).

Overseas delivery may be arranged by prior agreement and notice of an appropriate delivery charge upon which you agree to before the order is processed. Please note that we do not deduct VAT for any orders to the Channel Islands.

Certain small and low cost items will be dispatched via Royal Mail and delivery charges will be reduced accordingly for reasons of viability. These orders can take up to 5 working days for delivery. Method of delivery will be e-mailed to you on dispatch.

How long does it take?

Items ordered on any business day (Monday - Friday) excluding Bank Holidays should be delivered within 3 business days (excluding Saturday), anytime up to 5.30pm. Our standard delivery charge does not provide for next day delivery, however every effort is made by ourselves & the couriers to achieve this.

However, DECT Cordless Phones relies upon the services of third party couriers, and whilst we endeavour to ‘keep to our word’ there are unfortunately a few occasions when the couriers fail to perform the service that they are required to. This happens rarely, but because it does occur, albeit occasionally, we cannot be held responsible for the late delivery of an item. For the avoidance of doubt DECT Cordless Phones will not refund the standard delivery charge if the courier has failed to deliver the item(s) on the anticipated delivery date.

Who do we use?

Orders addressed within the UK mainland are sent by Initial City-Link, you must arrange for someone at your address to be in and sign for the parcel on the expected delivery date. Where a parcel cannot be delivered, (e.g. no-one at home), you will be notified by City Link with a telephone number to call to arrange a suitable time for re-delivery. City Link will only attempt one re-delivery, thereafter you will be required to collect your parcel from the collection depot within 5 days. If your parcel is not collected within 5 days it will be returned to DECT Cordless Phones. Your credit / debit card will be credited your original total cost less £14.99 which is the full cost of delivery to you, plus return delivery charges back to DECT Cordless Phones. Please contact our Customers Services Department on 0870 777 4090 for further details

How to Track your parcel

Once you have placed an order, you will receive an email confirmation that the order is being processed. When we dispatch the goods you will receive another email with your City Link Tracking number. You can then visit the City Link Website and enter your tracking number in the City Link Job No box. You will then be able to view the status of your delivery after 7.30pm.

Occasionally parcels are delayed due to poor addressing/sign posting . We may need to give City Link your telephone number in case they need to contact you regarding the delivery. There is a check box on the order form giving you the option of allowing or disallowing this information to be released.

Overseas orders are usually sent by Royal Mail to keep the cost of delivery down.

What to do if there is a problem with the delivery

If the parcel does not arrive when you expect it then please don't hesitate to give us a call on 0870 777 4090. We will contact City Link or Parcel Force and call you back to let you know what's happening.

If the goods are damaged upon receipt please call us on 0870 777 4090 or e-mail: DECT Cordless Phones within 7 days of delivery.

Warranty & Refunds

'No fault - No quibble' returns within 10 days

If you change your mind about your purchase for whatever reason, you may return the item, unused, in its original condition to us for an exchange or refund.

Please notify us within 10 days of delivery that you wish to return the goods, requesting an RMA number ( see below ) , which must be returned to us along with with proof of purchase

It is requested that you also return all packaging originally supplied with the product.

STEP 1 Contact Customer Services on 0870 777 4090 to obtain a RMA Number. You must obtain a RMA number before any products are returned to us. Please ensure that the RMA number that you have been provided with is clearly marked on the oustside of the packaging.

STEP 2 Please remember to ask for a Proof of Postage cerificate from the Post Office or from your chosen courier when returning goods, as we cannot be held responsible for goods lost in transit without it.

STEP 3 If you require items in exchange, please include a note with your returned item detailing the product you would like to exchange for. Please include a contactable telephone number in case any additional payment is required. If the new item costs less than the one you have returned we will refund you the difference, but again, we will need to contact you to obtain your credit/debit card details to complete the refund.

The goods must be in original condition & returned with user guide, power supply unit, batteries, leads and any other accessories that were originally supplied with the goods. Please remember to ask for a Proof of Postage certificate. This is for your own security and insurance against items lost in transit.
Credit/Debit card refunds will be made providing we are satisfied that the goods are in an acceptable condition as mentioned above.
Only the cost of the goods will be refunded, you will have to pay the carriage costs unless the reason for return is due to an error on our part where we will arrange for the collection of the goods at our cost.

Return of faulty goods

If there is a fault with your product (or other defect with your order) you may return the product within 28 days of delivery for replacement or refund

STEP 2 Please remember to ask for a Proof of Postage cerificate from the Post Office or your chosen courier when returning goods, as we cannot be held responsible for goods lost in transit without it.

We will replace the product or refund your money when:

The product is confirmed to be faulty.
If no fault is found then the product(s) will be returned and a charge of £11.75 (inc VAT) per product, plus carriage costs will be made to cover technical inspection costs. Manufacturers' inspection charges for 'no fault found' items are far higher than ours, and, if the item requires a full inspection from the manufacturer, their charge will be passed on to the customer. Please bear in mind that, if you have any technical queries or you think that your item is faulty, our technical helpline on 0870 777 4090 has resolved many setup and installation problems, and, over the years, has cut potential returns by 35%. Most manufacturers will also have a Product Helpline in the User Guide provided with the item.
The product is otherwise in original condition.
It is returned complete, together with any accessories and free gifts offered with the product.

Our promise to replace products or refund your money does not apply to faults caused by accident, neglect or misuse.

Where item(s) are confirmed to be faulty, we will also pay for your reasonable cost of returning the item(s) for replacement or refund.

Return of faulty products after more than 28 days

All telephonesonline products carry a twelve month 'return to base' warranty (excluding consumable products e.g. batteries, tapes, ink cartridges, etc). Once your product is more that 28 days old (but within the 12 month warranty) we will repair or replace it free of charge, or apply a Store Credit to your account that can be redeemed against any future purchase. Only the original purchase price excluding any delivery or return costs will be credited to your Store Credit account. It is solely at the discretion of DECT Cordless Phones as to whether a repair, replacement or Store Credit is provided.

This does not apply:

outside the UK
to faults caused by accident or neglect or misuse
if you return the product to us without any type of 'proof of purchase'

All products carry a 12 month warranty against breakdown due to manufacturing defects unless otherwise specified on the website alongside the product.

Any products that are described as 'factory refurbished' have been factory reconditioned and fully electronically tested by a leading UK Service company.
Any products that are described as 'new & reboxed' are new products that have been reboxed in a plain white or brown because the original box was damaged.
Every year thousands of electrical products are returned by customers to major high street retailers and mail order houses under their 14 or 28 day money back guarantee. These products, in many cases have never been used or taken out of the box. This also includes electrical products which fail quality standards due to damaged packaging or slight cosmetic imperfections.
The warranty on all products, is 'return to base' and valid for a period of 12 months from date of delivery.
If during this period, telephonesonline is notified of any fault in any product, due to either faulty design or a defect in manufacturing or materials, DECT Cordless Phones will replace or repair the product, depending upon the nature of the fault. DECT Cordless Phones may also, at its own discretion, refund the purchase price of the faulty product.
A copy of the purchase invoice (Proof of Purchase) must accompany any returned product.
DECT Cordless Phones must be notified of the faulty product prior to it being returned to DECT Cordless Phones . The cost of returning the product will be borne by the customer unless otherwise agreed by DECT Cordless Phones.
The warranty does not cover wear & tear, accidental or wilful damage.
Consumables, eg. ink cartridges, handset batteries, tapes are not covered by the warranty after a period of 28 days from the date of delivery.

Your statutory rights are not affected.

Please e-mail or call us on 0870 777 4090 Mon-Fri 9.00am - 5.00pm if you are experiencing problems.

If no fault is found then the product(s) will be returned and a charge of £11.75 (inc VAT) per product, plus carriage costs will be made to cover technical inspection costs.

The returns address for all items is;

DECT Cordless Phones
Internet Returns
C/O CAT LTD
Unit 1, North Industrial Estate
New Road
Newhaven
East Sussex
BN9 0HE

Please make sure parcels are adequately protected for transportation as we cannot be held responsible for loss or damage to goods in transit being sent to us by a third party. Please also remember to ask for a Proof of Postage cerificate from the Post Office or your chosen courier when returning goods. This is for your own security and insurance against items lost in transit. We can not accept responsibility for any product(s) lost in transit if you return them without a Proof of Posting certificate.

Please do not send any returns to any other address other than the returns address as shown above. Only returns sent to the correct address will be processed.

DECT Cordless Phones™ is a registered trademark and trading name of Communications and Trading Ltd