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Customer service

Returns

If you need to return an item, tell CableHQ before physically sending it back. We will provide the correct route and help avoid unnecessary delays.

Request a return

Consumers normally have 14 days after receiving an online order to tell us they wish to cancel, followed by another 14 days to return it. A consumer cancellation does not require our approval. Unwanted business returns are subject to the separate conditions below.

Contact support

Step 1

Tell us about the return

Provide your order number and the item concerned. A clear consumer cancellation statement is effective when sent.

Step 2

Receive return instructions

We will provide the correct return address, reference and carrier guidance where applicable.

Step 3

Package the item

Return the complete product securely with its original packaging where applicable.

Step 4

Inspection and outcome

Once received, the item is inspected and the applicable refund, replacement or next step is processed.

Changed your mind?

Contact us before physically returning anything so we can provide the correct route; this is not a condition of a consumer's statutory right to cancel. Consumers are responsible for return postage on a non-faulty change-of-mind return where this was explained before purchase. Approved non-faulty business returns must be requested within 10 calendar days of delivery and approved in writing before dispatch. They carry a 30% restocking charge on the returned product price excluding VAT, and the business customer also pays return carriage. Supplier return eligibility may also apply where CableHQ must use a supplier return route.

Faulty, damaged or incorrect item?

Please report visible delivery damage, shortages or an incorrect item within 48 hours. Include your order number, a description and photographs where helpful. No restocking charge applies to faulty, damaged, incorrectly supplied or misdescribed goods, and the 48-hour request does not affect consumer statutory rights.

Qualifying consumer refunds are returned through the original payment method within 14 days after the earlier of receiving the goods back or receiving acceptable evidence that they were sent back, where the law permits. Payment providers may take additional time to display the refund. See the full returns and refunds policy for the detailed terms and optional model cancellation form.