We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, in its original, unopened packaging with all the accessories and instructions. You’ll also need the receipt or proof of purchase. 

How to start a return

To start a return, you will need to contact us within 14 days of receiving the item. To start a return, you can contact us at sales@firstgearup.co.uk

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@firstgearup.co.uk. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@firstgearup.co.uk.

Returning your purchase

I have received an incorrect, faulty or damaged item, what do I do?

If you have accidentally ordered the wrong item or you have an item that is faulty or damaged please use the following processes to arrange a collection and in the case of a faulty or damage, a collection and reorder of the item/s.

Contact us via phone or online

To return an item or arrange a collection and reorder, you will need to contact us within 14 days of receiving the item. Some computing or technology items need to be returned sooner, so please check with our Customer Service Team if this applies to you.

You can contact our Customer Service Team by emailing to sales@firstgearup.co.uk, our team is available between 9am and 5pm Monday to Friday.

If you contact us more than 14 days after delivery, we may be able to accept the goods back, but not at full credit value.

Getting the item ready for collection

After we accept your return request, we will email you a returns number and arrange for a free collection. Items that need to be reordered will be processed by our team at the same time and your replacement goods will be shipped out to you.

When the courier comes to collect the item, you will need to let them know the returns number you received from our Customer Service Team.

Please do not write or tape the returns number onto the item that is being returned, simply write the number on a sticky note and attach it to the box or packaging.

Can I exchange a product?

Unfortunately we are unable to offer exchanges for products. If you would like to exchange your item for an alternative, we suggest you return the unwanted goods to us for processing and place a new order.

An item is missing from my order, what do I do?

If you believe there is an item missing from your order, please check your order confirmation and dispatch emails to make sure all of your items were due to arrive in the same delivery.

If all of your items are available for next day delivery, they should be delivered at the same time. If your items are a mix of next day delivery and 3-5 business day delivery, they will be sent to you on different days depending on stock availability.

If you are unable to find the missing item, you will need to contact us within three 3 days of receiving your order. You can contact our Customer Service Team by emailing to sales@firstgearup.co.uk, our team is available between 9am and 5pm Monday to Friday.

If you contact us more than 3 days after delivery, we may be able to assist with your missing item query.

How do I arrange a free returns collection?

If you have already contacted our Customer Service Team and received a returns number, our couriers will contact you within three business days to collect the goods which are to be returned.

When the courier comes to collect the item, you will need to let them know the returns number you received from our Customer Service Team.  Collections will only be attempted twice, after the second time we are unable to issue a refund.

Please do not write or tape the returns number onto the item that is being returned, simply write the number on a sticky note and attach it to the box or packaging.

If your item has not been collected within 5 business days of the courier contacting you, please contact us.

Will collections happen at the same time as delivery?

Our couriers are unable to deliver and collect items at the same time because we will sometimes use different couriers to deliver different items.

Can I change or cancel an existing order?

If you have confirmed and paid for an order, unfortunately you will be unable to edit or cancel it. For further information, you can contact our Customer Service Team by emailing sales@firstgearup.co.uk, our team is available between 9am and 5pm Monday to Friday.

Receiving a refund

We will be able to fully refund your purchase provided you follow the Returning your purchase steps. 

How long will my refund take?

After your goods have been collected and they have been returned to our warehouse for inspection, your refund will be issued back to your original method of payment within 14 days of originally notifying us.

You will then be refunded with the full price you paid for the product.

Will you refund the delivery charge if I return an item?

We can offer you a refund of what you paid for your item, but are unable to refund the original delivery charge of returned product.

If you have a general inquiry, or would like more information about your order delivery, returns or account, please contact us at sales@firstgerup.co.uk, our team is available between 9am and 5pm Monday to Friday.