Delivery, cancellation and returns

We deliver to addresses in the United Kingdom only. We cannot currently ship outside the UK.

How your order travels depends on where it is going and how big it is. Around east London and Essex we deliver on our own vehicle — which is cheaper, safer for a large screen, and means the person delivering it works for us. Further afield we use a carrier, or send our own fitters where the goods need two people and a survey.

Larger items that go outside our own delivery area on a pallet are delivered to the kerbside. The pallet driver does not take them indoors, unpack them or take the packaging away, so please have someone ready to bring them in.

Couriers treat some postcodes as remote — parts of Northern Ireland, the Scottish Highlands and islands, the Isles of Scilly and other islands. If yours is one of them and the delivery will cost more than checkout showed, we will contact you before anything is sent: you can accept the difference or cancel for a full refund. Nothing is dispatched until you have agreed.

There is one delivery charge for the whole UK, whatever the postcode. It depends only on what your order comes to: below the value in the table you pay the standard charge, and from that value delivery is free.

Order value means the goods and any extras, such as design, excluding VAT and delivery. The table below is the charge this website uses, and the exact figure is shown in your basket and again at checkout before you pay. VAT is added to delivery as it is to the goods.

An order that arrives in two deliveries — part from stock and part built to order — is charged for delivery once. Next working day delivery, where it is offered, costs extra and is described below.

Every product page, basket line and checkout row shows a delivery date for that exact item, worked out against the UK working-day calendar. There are two kinds:

• In stock — we hold it, and you get a firm day. Order before the cut-off time shown on the page and it goes out on the next working day; inside our own delivery area it goes on the next run day for your area.
• Made to order — we do not hold it, and you get a week-commencing date, typically three to four weeks. These are estimates and are labelled as such on every page.

Made-to-order goods come to our unit first, where we power-on test them, check the plug and repack them before they go out to you. If an estimate moves, we email you. You can cancel a made-to-order item for a full refund at any time before it is dispatched — consumer or business, no reason needed.

A basket containing an in-stock item and a made-to-order item will arrive as two deliveries on two dates. You are only charged for delivery once. The basket says so plainly before you buy.

Next working day delivery. When everything in your basket is in stock and goes as a parcel, checkout may offer next working day delivery by courier for an extra charge, for orders placed before the cut-off time shown. If you pay for it and we miss that day for a reason within our control, we refund the whole delivery charge. That refund does not apply where the address was wrong or incomplete, nobody was there to receive it, or the delay was caused by something outside our control, such as severe weather or a courier network failure. We recommend booking any installer for after the goods have arrived.

We will confirm the date, and give you a time window for an own-van delivery. You can follow your order at any time using the tracking link in your confirmation email — it needs no account and no password.

Please make sure that:

• someone is there to receive the goods, and can sign for them;
• there is safe access to the delivery point, and somewhere legal for a van to stop;
• there is space to take the item in — a 65" screen in its packaging is larger than it sounds.

Unless your order includes installation, delivery is to the ground-floor threshold of the address. Our driver will help where it is safe to do so, but they cannot carry a large screen upstairs alone.

Our driver records a photograph and a signature on delivery. That is our proof the goods arrived, and it is kept with your order.

If a delivery fails because nobody is available, the address is wrong or incomplete, or there is no safe access, the goods come back to us. We will rebook it with you, and may charge for the extra journey. A courier will normally try again or let you rearrange through its tracking page; after repeated failed attempts the parcel is returned to us.

If you refuse a delivery that is not damaged or faulty, we treat it as a return. As a consumer that can be how you cancel — see "Changing your mind" below — and we may deduct the cost of bringing the goods back. As a business customer we may also deduct the outward delivery charge.

Please check your order when it arrives: the outer packaging, the product itself, the model and the quantity. If a box looks damaged, note it when you sign, and open it as soon as you can.

Tell us within 48 hours if anything has arrived damaged, is missing or is not what you ordered. Send photographs of the product, the damage and the packaging inside and out, with your order number. Screens are fragile and a transit claim is far easier while the evidence is fresh.

Dead on arrival. If a screen will not work straight out of the box, tell us within the same 48 hours, with a photograph or short video of the fault and of the serial number label. Once we have confirmed it, we replace it or refund it in full, including delivery, and collect the faulty one — at no cost to you. A unit that works but has been damaged in fitting, or that has a settings, software or network problem, is not dead on arrival; we will still help, under the sections below.

Keep the packaging until the screen is installed and working. A large screen cannot travel back safely without it.

If you are a consumer, this 48-hour period does not limit your legal rights, which are set out below and last far longer. It simply helps us both.

If you are buying as a consumer rather than for a business, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel an online order and get your money back.

You have 14 days from the day after you receive the goods to tell us you are cancelling. You do not have to give a reason. Where an order arrives in several deliveries, the 14 days run from the day after the last one.

To cancel, email info@idealwarren.com or call +44 20 3196 6660 — a clear statement is enough. You can use the form at the bottom of this page if you prefer, but you do not have to.

Then send the goods back, or make them available for us to collect, within 14 days of telling us. Please return them in their original packaging where you can; a screen returned loose usually arrives broken, and you are responsible for the goods until we receive them.

Return postage is at your cost unless the goods are faulty or not what you ordered. If we collect, we will tell you the cost before we do and may deduct it from your refund. Large items are expensive to return by carrier, and we will always tell you the figure first.

We refund within 14 days of getting the goods back, or of you showing us you have sent them, to the payment method you used. We refund the price plus our standard delivery charge — if you chose a more expensive delivery option, we refund the standard one.

We may reduce your refund to reflect any loss in value caused by handling the goods beyond what is needed to check them, in the way you could in a shop.

The law gives you 14 days. If you change your mind after that, we will normally still take goods back up to 30 days from delivery, provided they are unopened and unused, in their original sealed packaging, and in a condition we can sell again.

Return carriage is at your cost, and we may make a restocking deduction to cover inspecting and repacking the goods. We will always tell you the amount before you send anything back. Missing parts, cables or manuals may also be deducted.

This is our goodwill, on top of your legal rights, and it does not cover the items listed in the next section. It does not affect your rights if the goods are faulty.

The law excludes some things from the cancellation right, and this catalogue contains several of them:

• Made-to-measure and custom-size units — anything built to your dimensions rather than supplied in a standard size.
• Artwork and animation produced to your brief, once we have started work. We will tell you before we begin.
• Goods that have been installed, where installation cannot be reversed without damage. This does not affect your rights if the goods are faulty.

Note that the separate right to cancel a made-to-order stock item before dispatch, described above, is ours and is wider than the law requires — it applies even where the 14-day right does not.

The 14-day cancellation right above is a consumer right and does not apply to a business purchase. We do, however, operate a discretionary returns policy, because a shop owner who ordered the wrong size is still a customer.

If you tell us within 14 days of delivery, we will normally accept a return of an unused, unfitted item in its original packaging and in a resaleable condition. Return carriage is at your cost, and we may apply a restocking charge, which we will always tell you before you send anything back.

We cannot take back a made-to-measure unit, artwork produced to your brief, or anything that has been fitted.

None of this affects your rights if the goods are faulty or not as described.

Consumers. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you can reject them within 30 days of delivery for a full refund. After 30 days you are entitled to a repair or a replacement, and if that does not fix it, to a refund. We pay the cost of returning faulty goods.

Business customers. We warrant the goods against material defects in materials and workmanship for the warranty period stated on the product page, or 12 months from delivery where none is stated. Tell us and we will repair, replace or refund the item at our option.

A warranty covers faults, not damage. A cracked panel, a screen damaged in fitting, or a fault caused by an unsuitable power supply is not a warranty fault — though we will always tell you what a repair would cost.

Either way, call +44 20 3196 6660 or email info@idealwarren.com with your order number and, if you can, a photograph or a short video of the fault. Most display faults can be diagnosed from one.

Contact us first on +44 20 3196 6660 or at info@idealwarren.com. We will give you a returns reference and tell you the best way to pack and send the item. A return that arrives without one is still dealt with if you are legally entitled to return it, but it can take much longer to match to an order.

• Pack it securely, in the original packaging where you can, with every accessory, cable, remote and manual. Missing parts may be deducted from your refund.
• Use a tracked service. The goods are your responsibility until they reach us.
• If we are collecting, we collect from the address the order was delivered to.

Returns address: iDealz Media UK Limited, Unit G, Acorn Centre, 29 Roebuck Road, Hainault, IG6 3TU. Write your returns reference or order number on the box.

Refunds go back to the way you paid — card, PayPal, Klarna or bank transfer — within 14 days of the goods reaching us, or of you showing us you have sent them.

We do not swap one item for another directly. Return the item, and once we have accepted it we refund you; order the one you want separately. That is quicker, because the new item's delivery date does not wait on the return.

You do not have to use this form — an email or a phone call cancelling your order is equally valid. It is here because the Consumer Contracts Regulations require us to make it available.