Condition Guide
What each grade of item means, and what to expect when it arrives · Last updated 25 October 2026
Why our prices are low
We buy liquidated, overstocked, end-of-line and customer-returned stock in bulk and sell it on at a discount, so the saving is real. We research the price an item sells for at a major UK retailer, show that as the RRP, and never inflate it to make a discount look bigger.
Because the stock comes from many different places, two identical items can arrive in different condition, which is why every product page states the grade and prices it accordingly.
The grades we use
New
Sealed, never opened
Brand new and unopened, in the packaging the manufacturer sealed it in. This is the majority of what we sell.
New — opened or damaged box
New item, imperfect packaging
The item itself is new and unused, but the box has been opened, crushed or is missing its outer sleeve. These usually come from retail returns where only the packaging was damaged. What is included is listed on the product page.
Overstock and ex-display
Unsold retail stock
End-of-line stock or an item that sat on a shop floor. Expect the item to be unused, with the packaging showing shelf wear and handling from the shop.
Customer return
Sent back, then checked by us
Returned by a customer, checked by us and sold at a lower price. It has been opened and may show light signs of handling, from a quick look to a single use. Anything noticeable, such as a mark or a missing accessory, is described on the product page.
Refurbished
Repaired, serviced and tested
Brought back to working order and tested before we list it. It is not new and can carry minor cosmetic marks. Where the refurbisher provides a warranty, we say so on the product page.
Used — good
Previously used, works well
Used before and still in good working order, with honest signs of wear such as light scratches or a faded finish. What we found during the check is described on the product page.
What we check before dispatch
Every item is checked against its listing before it is packed. We check that the parts and accessories listed are present, that the item switches on where it is something we can test, and that nothing is broken or missing. If we find a problem that changes the description, we will contact you rather than send it out.
What counts as a fault
Wear that the grade on the product page told you to expect is not a fault. For example, light scratches on an item described as used, or shelf wear on an item described as ex-display, are part of what you bought.
Everything else is covered. If an item arrives broken, will not work, or is not the model, size, colour or quantity we described, it is faulty or not as described under the Consumer Rights Act 2015, and we will repair, replace or refund it, with the return postage on us.
Photographs and details
Product photographs are of the actual item wherever we can manage it. Colours can still look slightly different from screen to screen, and a stock or catalogue image will not show the small marks on a return or ex-display item. If a specific detail matters to you, message us before ordering and we will look at the item and send you a photograph of exactly what you would receive.
Personalised and engraved items
Personalised or engraved items are made for you, so they cannot be returned for a change of mind. If something is wrong with the personalisation, or the item is faulty, that is covered in the usual way and we will put it right.
Ready to send something back, or wondering who pays the postage? Our Delivery and Returns page has the steps and the charges.