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To return a product you will need authorisation. Email email@example.com to request authorisation before sending back any items.
All agreed returnable items from UK customers must be returned within 21 days of date of despatch (UK customers only).
Items ordered due to the customer’s error may be accepted, subject to prior agreement in writing, but in all cases items must be complete, in as-new condition and correctly packed for shipment. Unsaleable items will not be refunded. A fee will usually apply, to cover costs in checking and re-stocking. All associated postage and packing charges are non-refundable.
Items ordered specially for a customer (that do not form part of our normal stock) or are custom-made at the customer’s request, are not returnable and cannot be refunded except where a manufacturing or material fault is identified.
Returned items will be examined on receipt and we reserve the right to refuse refund if we cannot identify a fault with the items. All returned items may be subject to a re-stocking charge of 10% of the standard trade price, to cover examination, testing, cleaning, quality assurance and re-packaging. Our minimum re-stocking fee is £15.00 + VAT.
Proof of Delivery
Until returned items are received by us, such items remain the customer’s responsibility. In the rare case that items become lost in transit or in case of dispute, we reserve the right to insist on signed proof of delivery (POD) as proof of receipt by us. We cannot accept proof of despatch as proof of receipt, and recommend that customers use appropriate services for returning goods.
Packing & Damage in Transit
We accept no liability for loss or damage to returned goods in transit. Customers are advised to ensure goods are properly packed and insured before despatch, using a proof of delivery service.