Refund & Returns Policy
At Abtello, we want you to be satisfied with your purchase. This policy explains how returns, cancellations and refunds are handled.
30-Day Returns
We offer a 30-day return period, meaning you have 30 days after receiving your order to request a return.
To be eligible for a return, the product should generally be:
- In the same condition in which you received it
- Unused or only handled as reasonably necessary to inspect it
- Returned with its original packaging, accessories and components where reasonably possible
- Accompanied by proof of purchase or your order information
To request a return, contact us at contact@abtello.co.uk before sending your item back.
Please do not return products without first contacting our customer support team so that we can provide the appropriate return instructions.
UK Cancellation Rights
Where the Consumer Contracts Regulations 2013 apply, UK consumers purchasing online generally have the right to cancel their order within 14 days after receiving the goods, without needing to provide a reason.
After notifying us of your cancellation, you generally have a further 14 days to return the goods.
Certain products and circumstances may be excluded from the statutory cancellation right.
Nothing in this policy limits your rights under applicable UK consumer law.
Damaged, Faulty or Incorrect Products
Please inspect your order when it arrives.
If an item is damaged, faulty, incorrect or missing components, contact us at contact@abtello.co.uk with:
- Your order number
- A description of the issue
- Photographs or other relevant evidence where appropriate
We will review the issue and provide an appropriate solution in accordance with applicable consumer law.
Where goods are faulty or not as described, you may have additional rights under the Consumer Rights Act 2015.
Non-Returnable Items
Certain products may not be eligible for change-of-mind returns, particularly where an applicable legal exception exists. Examples may include:
- Personalised or custom-made products
- Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed
- Products that deteriorate or expire rapidly
- Sealed audio, video or computer software products once unsealed, where applicable
Please contact us before purchasing if you have questions about whether a particular product can be returned.
This does not affect your statutory rights where a product is faulty, damaged or not as described.
Exchanges
If you would like a different product, please contact us to discuss the available options.
Depending on the circumstances, the simplest option may be to return the original product and place a separate order for the replacement.
Return Shipping
For change-of-mind returns, customers may be responsible for the direct cost of returning the product where permitted by law and where this was communicated before purchase.
If the product is faulty, damaged, incorrect or otherwise requires a seller-funded return under applicable consumer law, we will provide appropriate return instructions.
We recommend retaining proof of postage until your return has been received and processed.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
When a refund is approved, it will be issued to your original payment method.
Although we process approved refunds promptly, your bank, card provider or payment service may require additional time to credit the funds to your account.
Where statutory cancellation rights apply, eligible standard outbound delivery charges will also be refunded as required by UK law. Additional costs resulting from choosing a more expensive delivery method than our standard option may not be refundable.
Order Cancellations
If you need to cancel an order before dispatch, contact us as soon as possible at contact@abtello.co.uk.
We will try to accommodate cancellation requests, but we cannot guarantee that an order can be stopped once it has entered fulfilment or been dispatched.
If the order has already been dispatched, you may need to follow the applicable returns procedure after receiving it.
Contact Us
For returns, refunds or order-related questions, contact:
Abtello
34 Watford Rd
Cotteridge
Birmingham B30 1NW
United Kingdom
Email: contact@abtello.co.uk
Phone: +44 7501 646216