At TV-Wall-Brackets.co.uk, we want you to be completely satisfied with your purchase. If you need to return an item, we'll make the process as straightforward as possible.
Our returns policy means that if your item is faulty, defective, incorrect, damaged, or you have simply changed your mind, you may be eligible to return it in accordance with the terms below.
Our Customer Service team is here to help with any query or request you may have. You can contact us by:
- Email: support@tv-wall-brackets.co.uk
- Telephone: 01256 472 064
If you are unhappy with any part of your order, please email us at support@tv-wall-brackets.co.uk with images of the issue. Our team will do their best to resolve the problem.
Intec and Podium branded products sold on TV-Wall-Brackets.co.uk are covered by a lifetime warranty covering faults caused by defects in materials or workmanship. If your product develops a fault within this period, please contact us and we will assess the issue and arrange an appropriate resolution, which may include repair, replacement, or refund.
Some products will have alternative warranties provided by the manufacturers if not in our own range - please see the Technical Specifications on the product's listing for the information.
Order Cancellations
We understand that sometimes you may need to cancel an order. If your order has not yet been dispatched, we will be happy to cancel it free of charge.
Before Dispatch
To request a cancellation before your order has been dispatched, we recommend that you call us as soon as possible on 01256 472 064 to ensure we can stop the order before it leaves our warehouse. If the product is being dispatched directly from the manufacturer's warehouse, we will have to confirm the product has not yet left their warehouse. We will confirm with you whether your cancellation has been succesful.
You may also email sales@kitchenbins.com or submit a request via our contact form. Please note that while we will do our best to action email requests promptly, we cannot guarantee that emails will be received or processed before dispatch.
Orders can be cancelled free of charge up until your order has been dispatched. The team will confirm your order has been cancelled and process a full refund back to your original payment method as soon as possible, the customer service team will follow up with a confirmation email to confirm the cancellation. You will receive your refund back onto the original payment method within 3-5 working days, depending on your payment provider.
After Dispatch
If your order has already been dispatched, it can still be cancelled; however, additional charges may apply.
If you wish to cancel after dispatch but before delivery, you must refuse delivery when the courier attempts to deliver your order.
Once the goods have been returned to our warehouse, we will process your refund back to your original payment method within 10 working days. Any applicable return costs or agreed charges will be deducted where applicable.
Returns Policy
Unwanted Items (Change of Mind)
If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your order. To arrange a return, please contact our customer service team. After notifying us of your cancellation, you must return the goods within a further 14 days.
Please contact us via the below to request your return:
Phone: 01256 472 064
Email: support@tv-wall-brackets.co.uk
Provided the goods are:
- in their original packaging;
- complete with all accessories; and
- in fully resaleable condition,
You may return the goods using your own courier to the address below, or we can arrange collection for £12.50 per parcel. If you would like to use our courier, we will send you a link to generate your returns label.
Please request a return before arranging return shipment, as not all products will be returned to our warehouse.
If you are arranging your own return, and it was dispatched from our warehouse, please send the item to:
TV-Wall-Brackets.co.uk – Returns Department
Unit 5 Babdown Industrial Estate
Babdown
Tetbury
Gloucestershire
GL8 8YL
Please note, if you are returning via your own means you are responsible for the goods until they have been processed by our team.
If the product has come from a supplier, please reach out to us - we will arrange a collection on your behalf direct to their warehouse. This may be up to a cost of £100, with additional charges for failed collections.
Once your goods have been received and inspected, your refund will be processed back to your original payment method within 10 working days. Any agreed return collection fees will be deducted from your refund. Return postage costs paid by the customer for change-of-mind returns are not refundable.
Exchanges
If you would like to exchange your order for a different item, please contact our Customer Service team within 14 days of receiving your order.
You can contact us using the details below:
Phone: 01256 472 064
Email: support@tv-wall-brackets.co.uk
When requesting an exchange, please provide:
- Your proof of purchase
- Details of the item you wish to return
- Details of the item you would like to exchange it for
Items returned for exchange must be unused, complete, and in their original resaleable condition, including all original packaging, accessories, and documentation. Please note that installed or used items may not be eligible for exchange unless they are faulty or defective.
ou may return the goods using your own courier, or we can arrange collection for £12.50 per parcel. If you would like to use our courier, we will send you a link to generate your returns label.
Please request a return before arranging return shipment, as not all products will be returned to our warehouse.
If you are arranging your own return, and it was dispatched from our warehouse, please send the item to:
KitchenBins.com – Returns Department
Unit 5 Babdown Industrial Estate
Babdown
Tetbury
Gloucestershire
GL8 8YL
Please note, if you are returning via your own means you are responsible for the goods until they have been processed by our team.
If the product has come from a supplier, please reach out to us - we will arrange a collection on your behalf direct to their warehouse. This may be up to a cost of £100, with additional charges for failed collections.
Faulty, Incorrect or Damaged Items
If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible. All faulty product claims are handled in line with our Warranty Policy.
Phone: 01256 472 064
Email: support@tv-wall-brackets.co.uk
Please include the following information when contacting us:
- Your order number
- A description of the issue
- Photographs and/or video evidence showing the fault or damage, where possible
Once the team has received your claim, we aim to acknowledge it within 7 working days and provide an update or resolution within 21 working days. The resolution may include a repair of the product where practical, a replacement with the same product or an equivalent alternative if repair is not possible or a refund of the original purchase price where repair or replacement is not appropriate and both parties agree that a refund is the most suitable resolution.
Where goods are confirmed to be faulty, damaged, incorrect, or not as described, we will cover the cost to return.
If you are receiving a refund, it will be processed back to your original payment method within 10 working days of us receiving and inspecting the returned goods at our warehouse. Once processed, the refund may take an additional 3–5 working days to appear in your account, depending on your payment provider or bank processing times.
How to Request a Return
-
Contact our Customer Service team
Please contact us to report the issue or request a return.Phone: 01256 472 064
Email: support@tv-wall-brackets.co.uk - Assessment of your request
We will review the information provided and assess your return request. Where applicable, we may request photographs, videos, or additional details to help us determine the appropriate resolution. - Return arrangements
Once a return has been approved, we will issue a Returns Number and provide the relevant return instructions.- For change-of-mind returns, you may return the goods using your own courier, or we can arrange collection for £15.00 per parcel. If you would like to use our courier, we will send you a link to generate your returns label.
- For faulty, damaged, or incorrect goods, where goods are confirmed to be faulty, damaged, incorrect, or not as described, we will cover the cost to return.
- In some cases, a return may not be necessary. If we can confirm the issue without requiring the product back, we may ask you to safely dispose of the item and will arrange an appropriate resolution, such as a replacement or refund.
- Inspection and resolution
Where a return is required, once the goods have been received and inspected, an approved replacement or refund will be processed back to your original payment method within 10 working days.
Conditions of Return
Unless the item is faulty or defective:
- Goods must be returned unused and in their original, resaleable condition.
- We reserve the right to refuse a refund if the item has been used, installed, damaged or is not in a condition suitable for resale.
- You remain responsible for the goods until they are received by us. We recommend using a tracked delivery service that requires a signature.
If goods are received in a condition different from that declared when arranging the return, we reserve the right to investigate the claim before issuing any refund.
Refunds
Approved refunds will normally be processed within 10 working days of receiving the returned goods (where applicable).
Refunds will be made using the same payment method used for the original purchase. Once processed by us, refunds typically appear in your account within 3–5 working days, depending on your payment provider or bank processing times.
Where a return is due to our error or because the goods are faulty, damaged or incorrect, any original delivery charges paid will also be refunded where applicable.
Your Consumer Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.
Frequently Asked Questions
Q) After receiving the parcel, I opened the parcel briefly and did not notice the damage that I then located after taking them fully out of the box. I know it is after the three working days policy, however, what shall I do now?
A) Unfortunately, our policy requires that any damaged/missing/faulty items MUST be reported within this time in order to receive a replacement/refund.
Q) I have taken the item out from the box and assembled the wall bracket and now I have realised that its the wrong size.
A) As our policy states, goods must be returned in an unused state, if you have measured the bracket wrongly then repackage them in the same condition as they were sent to you and contact our customer support team.
Q) We wish to return an item for a refund, although I have not got the original packaging.
A) Unfortunately, without having the original packaging included with the product, this will affect the return as it makes the item non-returnable. This is due to us being unable to resale the item onto other customers.
Q) I purchased an item from your website, however, it has developed some type of fault. I know you have a 14 day policy. What shall I do?
A) If the item becomes faulty, please check the policy for that particular item. If the item is damaged after the 14 day period, unfortunately our customers are liable for the damage and a refund/replacement can not be given.
Q) What if I can't return an item?
A) If for any reason you cannot or are finding it difficult to return an item, for example the item is heavy and bulky, then it is possible for us to arrange a collection from yourself for delivery direct to us. The collection would be made using ParcelForce and can be arranged to take place any weekday afternoon. This service costs (£12.50 per box) which we charge by refunding you for the value of the item(s) with the collection charge(s) deducted. Please call us 01256 472 064 if you want to use this service.
Happy Customers
"I was assured that this kind of issue doesn't happen often and opted for a replacement wall bracket, your customer service team was very helpful throughout the whole ordeal. The new bracket that I was supplied with is much stronger and I can actually trust using this one to mount my TV to the wall, very good. - Jennifer D"
"Many thanks for your great customer service team that were able to help me with the correct methods for returning my tv wall bracket. Sadly the size that I had ordered was much too small for the tv I own and so I needed to get a replacement one, they said that as long as I brought this one back in an unused condition then there should be no problem, thankfully there was no problems! - Ricky Harmon"
"The item in question was a Vogel's wall bracket, sadly it was damaged during transit and as such I was worried that they would think that I damaged it as the outer package was in quite bad nick. After explaining my concerns and current situation to a lovely lady in customer service all of those worries went out of the window! Now I've got the very same frame in perfect condition, and I was assured that this is a rare occurence. - Eddie Gibson"
"Just to quickly say that the new wall bracket is up and the tv looks great up there, very thankful to all of you that helped me with this and I'm glad that I was able to get a replacement! - Julia P"