Customer Service

About Us

We are a dedicated company looking to provide the best quality device spares parts and accessories whilst delivering an exceptional customer experience. Founded in 2009, we have quickly taken the top spot in the industry by offering excellent components and delivering a 5-star service.

To read more about us, please visit our about us Page.

Shipping & Delivery

For further information on shipping/delivery or restrictions for hazardous items (such as batteries), please visit our Shipping page.

Terms & Conditions

Visit our dedicated page for the full Terms & Conditions page.

Privacy & Security

You can find a copy of our privacy statement here.

Returning Your Order

Your rights as a consumer are always protected when you shop with Replace Base. For the full details on returning items that you’ve ordered, whether they’re faulty, you no longer need them or you want to cancel, Visit our returns page

Warranty

All of our products come with a warranty. The warranty length is stated on the product's description and starts on the day you take delivery of your goods.

The full details of our warranty process can be found here.

Placing Your Order

You can place your order with us directly on our website. We accept all major credit/debit cards, PayPal Express, Google Pay, and Apple Pay, Laybuy and Hokodo for business customers. For larger trade customers we offer 30 day credit accounts. Once you have completed your order, we will send you a confirmation email to the address provided and send you a further email to notify you when your order has been shipped.

Orders can be tracked by logging into your account at the top of the page and clicking login - if you have any questions or have trouble logging in, please contact us. Even if you didn't create an account when you placed your order, we will keep you updated about your order using the email you provided.

Cancelling order amendments:

We process several hundred, sometimes thousands, of orders every day. Once your order has been, completed and packaged for shipment, we are unable to add, amend and in some cases, cancel the order.

Payment, Pricing & Promotions:

Although we endeavour to ensure that all pricing on the website is accurate, occasionally, an error may occur, and goods may be priced incorrectly. If we discover a pricing error, we will, at our discretion, contact you and ask you whether you wish to cancel your order or continue at the correct price; or notify you that we have cancelled your order. We are not obliged to supply goods at the incorrect price.

Viewing Orders:

Orders can be viewed by logging into your account at the top of the page and clicking log in. If you didn't create an account with us at the time of ordering (using Guest checkout), email us at help@replacebase.co.uk and we will be happy to provide a copy of your order details.

Updating Account Information:

You can log in to your account to amend your account details using the sign in button located at the top of every page on the Replace Base website. Alternatively, you can click here to sign in to your account.

Tax, VAT and Importing

We are the UK VAT registered company, and as such, we charge 20% VAT on all UK orders. A VAT invoice will be supplied to you. If you are exempt from paying VAT (for example, you live in the Channel Islands or are a VAT registered company outside of the UK but within Europe), your VAT will be removed at the checkout. Is this correct?

Contacting Us

We have dedicated staff here to help; please visit the contact us page to get in touch - we aim to respond to you within two hours during weekdays.

Opening Times

Although we usually start early and finish late, our official working hours are:

Monday 10AM-5PM Orders placed before 4PM will be shipped same day*
Tuesday 10AM-5PM Orders placed before 4PM will be shipped the same day guaranteed. We do, however, usually ship up to 4:30 PM.
Wednesday 10AM-5PM Orders placed before 3PM will be shipped the same day guaranteed, we do however, usually ship upto 4PM
Thursday 10AM-5PM Orders placed before 4PM will be shipped the same day guaranteed. We do, however, usually ship up to 4:30 PM.
Friday 10AM-5PM Orders placed before 4PM will be shipped the same day guaranteed. We do, however, usually ship up to 4:30 PM.
Saturday CLOSED This is to ensure all orders from Friday are shipped on Saturday or prepared for shipping on Monday.
Sunday CLOSED Although we are technically closed on a Sunday, we may have someone on hand to help with any email queries, this is not guaranteed.
UK Bank Holidays CLOSED Although we are technically closed on Bank Holidays, we may have someone to help with any email queries; however, this is not guaranteed.
Loyalty Points

Loyalty Points

Our retail customers can earn Loyalty Points by creating an account with us (excludes trade).

Loyalty points are accumulated by spending with us and points are calculated as follows:

£1 spend = 1 point, 1 point = £0.01

Points are issued on item value only and shipping costs are excluded.

No minimum spend is required to redeem points. Points can be used to purchase the entire order amount and can also be used on shipping fees.

We often allocate points to customers for returns (in place of postage if you wish) or as a gesture of goodwill. Points earned in this way do not have an expiry date.

The points earned through ordering on our website expire in 100 days. You can check the expiry date of your accumulated points by logging into your online account.

Shipping Cost

Reward points cannot be used to pay for shipping costs, shipping costs must be paid by Paypal, card or Amazon Pay. If the delivery option selected is 'Collect from our warehouse' then your points can be used for the full amount of your order.

Refer a Friend

We have now introduced a refer a friend programme, in your user account you can now create an affiliate link, this link us unique to you and anyone who signs up for an account and places an order using your link will receive a £5 discount and you will receive £5 voucher to spend on future orders.

Usage is unlimited, you can share links on social media, forums and your own website, rewards are unlimited also however we have steps in place to spot fradulent use of the programme and if your found to be creating user accounts to redeem money fraudulently we will remove your account priviledges and may seek to recover costs.

Your rewards and usage can be monitored by logging into your account.

Trade Account And Bulk Buying

Trade customers get substantial discounts on all of our products.

We offer excellent services for trade customers and organizations; please visit our trade page for more information.

If you're looking to place bulk orders, please visit our bulk buying page for more information.

Complaints

We work very hard to ensure our customers are happy. However, we understand sometimes things can go wrong. When they do, we want the chance to put it right - please contact us with any complaints or concerns at help@repalcebase.co.uk. and we’ll get back to you as soon as possible.

Community

We actively encourage our registered users, guests and staff to contribute to the community and help post and answer questions.

We politely ask that all questions are relevant to the products and the answers are relevant to the question. Any swearing, off-topic, racist or malicious comments will be removed.

Product Reviews

We actively encourage product reviews on our website. However, we moderate these to ensure they are relevant for the product in question and beneficial to customers - reviews will be moderated before publication.

We do publish all reviews that follow our guidelines - when placing a product review, please ensure the following criteria is met:

The review must be about the product you are leaving it for - if you have purchased multiple products, please try to keep the relevance of the product in question. If the review mentions faults, transit damage, or any other aspect of the product failing, these will not be included as it’s not typical of the product. In cases like this, we encourage you to get in touch with the customer service team as the product isn’t working as intended.

The review cannot contain any coarse language, derogatory/defamatory comments or any material that could be deemed discriminatory - this includes but is not limited to comments of a racist, sexist or homophobic nature. The review should be related only to the item and delivery, not a review of the buying or service experience.

We recommend you are signed in to your account when leaving a review - although it’s not a requirement, it allows us to contact you regarding the review.