BT International Showroom > Help

If you are looking for help regarding our products, or require a guide to help you understand audio and video hardware, then please consult our buyers guides.

Frequently Asked Questions

How safe is it to shop online with bt showroom?
How do I shop online with bt showroom (aka the order process in detail)?
How do you handle my personal information?
What is your returns policy?
What happens if my order is faulty?

How safe is it to shop online with bt showroom?

Extremely safe. We use HSBC's ePayments system combined with our own secure server to give you the ultimate in online protection. HSBC's ePayments system utilises Verified by Visa and MasterCard® SecureCode™ technologies to help protect you from fraud.

We will only ever deliver to the card holder's address and stay in close contact with you, the customer, every step of the way throughout the ordering process.

How do I shop online with bt showroom (aka the order process in detail)?

Firstly, make sure you consult our terms and conditions and privacy policy before making your purchase.

Use the links to the left to navigate your way around the site, or alternatively, use the search facility to find what it is you are looking for. Once you have found what it is you are looking for, click the view item to find out more. If the item has a hardware manual or specifications sheet available, there will be links to the files available.

To buy the item, simply add to basket. You will be taken through to your shopping basket, where you can see the current contents broken down by VAT and cost of shipping. If you change your mind about a particular item, you can click the remove icon to delete it from the basket. However, if you would like to buy the item, click on the checkout link to be taken through to a secure area.

At this point, double-check the contents of your basket, if you are happy with your items, go through to stage 2 of the ordering process by clicking the continue button.

At stage 2, we will ask you for some details. Please make sure you enter your email address correctly and do not use any characters other than numbers and letters for any of the fields. This is the address of you, the credit card holder- it is also where the goods will be shipped to.

If you would like to be on our mailing list for our newsletters, then tick the box. Otherwise, leave it blank and the only emails you will ever receive from us will be ones regarding your orders.

Click continue to go through to stage 3, where you will get the chance to double-check your information. When you are ready, click the continue to hsbc server for payment button once only. You will then be transferred to HSBC ePayments own secure server. Follow the onscreen instructions all the way through until the last stage (which may take a few moments as it is checking your card and your personal details).

If all goes well, HSBC ePayments will tell you that the order is complete, and will pass you back to the site. If your credit card was accepted, you will be greeted by our Order Status: Credit Card Accepted message. If there was an error, we will give you a description to what caused the error.

Within 24 hours you will receive an email detailing your order. The delivery process/times will vary so please review our terms and conditions for further information.

How do you handle my personal information?

Please see our privacy policy.

What is your returns policy?

Cancellations You can cancel your purchase at any time before delivery by telephoning customer services and receiving a order cancellation number that must accompany your return and:

- Returning the product to our stores, please e-mail or contact us as soon as possible and we will arrange for the products to be returned.

- e-mailing us at customerservices@btshowroom.com

- Phoning us on 01752 791222

- Please have your order reference number and delivery details to hand

- Writing to After Sales, bt Showroom, 155, Tailyour Road, Crownhill, Plymouth, Devon, PL6 5DJ (please do not post products to this address).

Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packing and accessories. Pre-recorded videotapes, DVDs, CDs, minidiscs and other software must be sealed. Any 'Free Gifts' received with the product must also be returned.

You will receive a full refund, and the cancellation is free of charge provided you return the product to our stores, arrange for it to be collected from the delivery address or use one of our pre-paid return labels. If you choose another method of return, you must bear the costs.

We cannot cancel your purchase when

- You return your product to our store without proof of purchase

- There is a contract for services with the product and you have started using the services (this would include, e.g. a mobile phone subscription, but not an extended warranty service agreement)

- The seal has been broken on any software including games

- The goods were a special order to your specification.

Please consult our terms and conditions for more information.

What happens if my order is faulty?

The following are guidelines. Wherever possible we will respond to your individual circumstances.

If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair, exchange or refund (or according to the manufacturers policy). We will always offer you the choice of an exchange or refund if the fault occurs within 28 days of delivery (or according to the manufacturers policy).. To qualify for a refund or exchange the product must be:

- Accompanied by a good return number obtained from customer services by telephoning 01752 791222

- In otherwise "as new" condition

- Complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging).

Please return the product to the company address or phone After-sales on 01752 791222 (9am to 8pm Monday to Friday). If a fault occurs while you are abroad, please contact us after you return to the UK.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items (e.g. batteries, camera films, ink cartridges etc) the guarantee period is one month from delivery (or according to the manufacturers policy.

If a pre-recorded videotape, DVD, CD, mini disc or other software is faulty under guarantee we will happily exchange it for the same title or refund your money.

Please consult our terms and conditions for more information, including our policy for missing, damaged or incorrect orders.