Delivery and Returns

By placing an order on our store or website, the buyer agrees to the terms outlined in our Delivery and Returns Policy.

Instore Purchases

At SOS Quality Used Goods, we are dedicated to offering our customers a diverse selection of premium new and used items, paired with exceptional customer service. We recognize that sometimes returns are necessary, and we are committed to making the return process as seamless and hassle-free as possible, ensuring your complete satisfaction every step of the way.

Return Policy

At SOS Quality Used Goods, we want you to be completely satisfied with your purchase. If for any reason you’re not, we offer a straightforward return process under the following conditions:

Return Window: We accept returns within 14 days of purchase, provided the item is in its original condition, with all original packaging and accessories (if applicable).

Working Condition: All returned items must be in full working condition to be eligible for return, unless the item was sold with a pre-existing fault. For returns related to faulty or defective items, please refer to our Returning Faulty/Defective Items section.

Brand-New Items: Unsealed brand-new items may be returned for a refund or exchange if they are faulty. For unwanted brand-new items, we reserve the right to refuse the return or issue a partial refund.

Damage or Misuse: Items that have been damaged, misused, or altered in any way are not eligible for return.

“As Is” or “No Returns” Purchases: Items purchased under an “as is” or “no returns” policy are not eligible for return.

Proof of Purchase: A valid proof of purchase is required for all returns.

Damaged Items from Repairs: Items that have been damaged during an attempted repair (whether by the customer or a third party) are not eligible for return.

Return Eligibility: Only the original purchaser may initiate a return. (Management discretion applies.)

Non-Returnable Items

There are certain instances where we may refuse a return for non-returnable items, which include, but are not limited to:

Perishable items (e.g., food, flowers, newspapers, or magazines)

Intimate or sanitary goods

Hazardous materials, flammable liquids, or gases

Additional non-returnable items include:

Gift cards

Downloadable software products

Certain health and personal care items

Brand new, sealed media (including audio, video, DVD recordings, video games, or software), where the value of the item has decreased due to unsealing.

Returning an Item

To return an item, please visit SOS Quality Used Goods with your valid proof of purchase. Kindly note that we reserve the right to review your return for up to 72 hours before processing.

Unwanted Items

Refunds for unwanted items will be issued as in-store credit for the same value, unless otherwise determined by management.

We reserve the right to refuse returns that do not comply with our returns policy.

Refunds or exchanges cannot be processed if more than 14 days have passed since your purchase.

We reserve the right to issue partial refunds if a returned item does not fully comply with our returns policy.

Returning Faulty/Defective Items

If you receive a faulty or defective item, we are happy to offer a full refund or replacement within 14 days of receiving your purchase. After the 14-day period, the item will fall under our 3-month warranty, which expires 3 months from the original purchase date. Beyond this initial 14 day period, we can only offer a repair or replacement unless we agree on another resolution at our discretion.

Warranty

We offer a limited 3-month warranty on all our products, providing coverage for manufacturing defects, electrical malfunctions, or any failures that are not a result of user error. This warranty guarantees that if your product experiences any issues related to its functionality or workmanship within 3 months from the date of purchase, we will either repair or replace it at no extra cost to you.

Please note, this warranty excludes damage caused by accidents, such as drops or impacts, water damage, or any issues resulting from improper use. Additionally, the warranty will not cover items that have been tampered with, altered, or repaired by a third party.

For added peace of mind, we may offer the option to purchase an extended warranty for an additional cost, extending your coverage for up to one year. Please note that this option is not available for all purchases.

This limited warranty is designed to provide you with confidence in your purchase, knowing that we stand behind the quality and reliability of the products we sell.

Online Purchases

Shipping Information

We offer insured shipping on all orders within the United Kingdom to ensure your items arrive safely and securely.

For orders under £50, a flat rate shipping fee of £4.99 applies, and items are typically sent via Royal Mail Tracked 24/48 or a similar reliable service.

For orders over £50, free shipping is provided.

Orders valued at £100 or more will be shipped via Royal Mail Special Delivery or our preferred courier service for added security and faster delivery.

Please note that we reserve the right to charge additional shipping costs for items that are particularly problematic or expensive to dispatch. If this applies to your order, we will notify you in advance before proceeding.

We are committed to providing a seamless and reliable shipping experience, ensuring that your items arrive in a timely manner and are safely covered by insurance.

Processing and Delivery Times:

Pricing Errors

While we make every effort to ensure that all prices listed on our website are accurate, errors may occasionally occur. We reserve the right to correct any pricing errors and to cancel or refuse any order placed at an incorrect price. If your order is affected by a pricing error, we will notify you as soon as possible. You will have the option to reconfirm your order at the correct price or receive a full refund if payment has already been made.

Deliveries are processed during working hours only. Orders placed after 5pm or on weekends will be dispatched on the next working day.

We strive to deliver your order within 5 working days, though please note that delivery times are not guaranteed. In the event of a delay due to circumstances beyond our control, we will promptly contact you to arrange an alternative delivery time.

Lost or Undelivered Items:
In the event that an item is lost or not delivered by Royal Mail or our chosen courier, SOS Quality Used Goods will issue a full refund of the purchase price once Royal Mail or the courier confirms the item is lost or undelivered.

Please note, our policy does not apply to orders lost or stolen from a designated “Safe Space” or items lost/stolen due to specific delivery instructions provided by the buyer. We strongly recommend that any delivery instructions be carefully considered, and that your designated “Safe Space” is secure to help prevent potential issues.

Shipping Address:
Please ensure that the shipping address provided at checkout is accurate. Customers are responsible for entering the correct address. If Royal Mail or our chosen courier delivers to an incorrect address provided by you, we cannot offer replacements or refunds.

If you need to modify or cancel your order, please contact us via email or phone as soon as possible, before the order is dispatched.

Liability:
We are not liable for any loss or damage to goods once they are delivered according to your delivery instructions.

Damaged Upon Arrival :
If an item arrives damaged during transit, we will initiate an insurance claim and investigate the cause of the damage. Compensation will be provided only after Royal Mail or our courier confirms that the damage occurred during transit.

Delivery Locations:
SOS Quality Used Goods currently only ships within the United Kingdom. We do not offer international shipping. We are unable to deliver to the Isle of Man, the Scottish Isles, certain areas of Scotland, Northern Ireland, or the Channel Islands.

Order Cancellations

Order cancellations are possible before dispatch. If your order is still marked as “processing,” you may request a cancellation. However, we cannot guarantee that the cancellation will be processed before the item is shipped. If the item has already been dispatched, our returns process will apply.

To request an order cancellation, please contact us on enquiries@sosqualityusedgoods.co.uk or call us on 01752 366781.

Online Returns

Unwanted Items

Please refer to our returns policy to ensure that your item is eligible for return.

If you change your mind, our return policy is valid for 14 days from the date of receipt of your order. Unfortunately, we are unable to offer a refund or exchange if more than 14 days have passed since you received your item.

To be eligible for a return, your item must be unused, in the same condition as when you received it, and in its original packaging or sealed if it was new.

SOS Quality Used Goods reserves the right to issue partial refunds if a returned item does not comply with our returns policy.

Returning Faulty/Defective Items

If you receive a faulty or defective item, we are happy to offer a full refund or replacement within 14 days of receiving your purchase. After the 14-day period, the item will fall under our 3-month warranty, which expires 3 months from the date received. Beyond this initial 14 day period, we can only offer a repair or replacement unless we agree on another resolution at our discretion.

Online Warranty

This limited warranty is designed to provide you with confidence in your purchase, knowing that we stand behind the quality and reliability of the products we sell.

Returning an Item

To initiate a return for a faulty or unwanted item, please contact us at enquiries@sosqualityusedgoods.co.uk, providing as much detail as possible about the issue or reason for return. We aim to respond promptly, confirming whether your item is eligible for return and providing you with the necessary return instructions.

Once we receive and inspect the return, you will be notified via email regarding the approval or rejection of your refund or replacement request. If your refund is approved, it will be processed and credited to your original payment method within a few business days. If you have not received your refund, please check your bank account, contact your credit card company, or reach out to your bank, as processing times can vary. If the issue persists, please contact us for further assistance.

Costs of Return

For unwanted items, the buyer will be responsible for the return shipping costs, and these are non-refundable unless the return is due to an error on our part or if the item is faulty. In these cases, we may reimburse the return shipping costs. To request reimbursement, please email us with your order reference, proof of postage, and BACS details. Reimbursement will only be issued via bank transfer, and a proof of postage is required for a refund. For items valued over £25, we strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of the returned item. Please note, SOS Quality Used Goods will not issue a refund for items not received due to issues with the buyer or the courier.

Our returns policy does not affect your statutory rights.