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For those customers with a login account please use the RMA (Returns Merchandise Authorisation) in the menu on your account page

Karysmatik Ltd T/A OneBelowZero conforms to the Distance Selling Regulations, which are designed to protect you when buying items by Mail Order. We offer a flexible returns policy and are happy to accept items returned for a refund or exchange if:

 

General Notes On Returning Items

  • We will happily refund or exchange any item purchased at one of our online stores if:
    • they don't fit
    • you've ordered the wrong things
    • the items are damaged or faulty upon receipt
    • you simply don't like what you've ordered
  • there is no restocking fee
  • returned goods must be unused, in a saleable condition and in their original packaging with all labels still attached
  • we only accept returns where the goods have been returned to us within 14 working days of receipt (the day your goods were signed for)
  • who sent the item
  • why it has come back
  • what you would like us to do
  • Please note: This may take up to 10 working days to appear as cleared funds.

 

Returns must be processed via the RMA (Returns Management Authorisation) available in your dashboard

If you wish to exchange an item you will need to contact us using our contact form.

The best and fastest way to obtain a replacement item is to place a new order for the item you need and we will refund the unwanted item on return. Provided the returned item meets the criteria set out above we will refund any money owed to the credit the card you paid with. 


New items returned for refund or exchange


If you wish to return a new item for whatever reason, (i.e. doesn't fit, don't like the colour etc), we advise you contact us first to check availability.

Please do not attempt to hand deliver the return as there are no shop front or customer service facilities available at our offices and you will be turned away, which may cause offence.

  • Goods must be returned within 14 days of receipt
  • Goods must be in original packaging with labels attached
  • Goods must not be fitted or used


Faulty, damaged, broken and warranty items


All goods purchased from our ecommerce sites are covered by a full warranty. Generally speaking, warranties cover manufacturing faults and defects but do not cover damage caused by crashing, abuse, general wear and tear etc. If you feel that the product you have purchased from one of our stores has developed a fault then please contact us before you send the items back to us. 

Please do not attempt to hand deliver the return as are no shop front or customer service facilities available at our offices and you will be turned away, which may cause offence.

New items returned because we have sent the wrong item

We occasionally make mistakes. If we have sent you an item which is different to that which is listed on your invoice we will be happy to pay first class postage costs for returning the item.

  • Goods must be returned within 14 days of receipt
  • Goods must be returned in their original packaging with labels intact
  • Goods must not be fitted or used


You will need to cover the post office fees to return the goods, but we will refund these costs to your card or send you a cheque for the value, if we have sent you the wrong goods in error.
Please note:

  • We can only refund the cost of 1st Class Royal Mail or Standard Parcels for larger items, for wrongly sent items. These are both standard services at the Post Office and should arrive within a few days
  • A postage receipt must be included for a refund to be given
  • You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost
  • We strongly recommend you use recorded delivery or registered post to return items so as to cover yourself against loss


Please do not attempt to hand deliver the return as there are no shop front or customer service facilities available at our offices and you will be turned away, which may cause offence.


Returns Postage


If you are returning something because it was faulty when it was delivered or we sent the wrong item, we will refund the cost equivalent of 1st Class Royal Mail or Standard Parcels for larger items postage costs for returning it to us. You must include a copy of the postage receipt and we won't charge you for postage on any replacement goods. 

If you're returning something to one of our stores because it is an unwanted item you will need to pay the return postage. 

We strongly recommend using recorded delivery or registered post to return any items to cover you against loss as we cannot insure goods returned to us.


Fast Track Return Option


If you are in an extreme hurry to get your return processed, you can opt for our Fast Track Return. With this option, you simply place a new order for the replacement item and we can charge and send the order as normal. Then you can simply return the original item for a refund.

How it works

  • You will be charged in full for the replacement goods when they are sent
  • The Fast Track Return Option can only be processed on new items for exchange and does not apply to faulty, damaged or warranty inspection items.
  • We must be notified with 7 days of receipt and the original items must be returned within 21 days of receipt.
  • Goods must be in original packaging with labels intact.
  • Goods must not be fitted or used.
  • We will refund your card when the returned item has been received.


The Address for the return will be in your RMA documentation
Post your returns to:

Karysmatik Ltd
Unit 25 Fleetway Business Park West
Wadsworth Road, Perivale, Greenford
Middlesex
UB6 7LD