Returns and Exchanges
If you change your mind or are unhappy with your product then don’t worry you can return the item within 14 days for a full refund minus any associated shipping costs. You will be responsible for the return of the goods to us and any return shipping costs. We can collect the goods from you and we will only charge you the cost the courier will charge us for the collection. Details of any charges will be advised during the return procedure.
Once your order has been dispatched it cannot be cancelled. If you refuse an order, it will then be treated as a customer return where the return shipping costs will be deducted from your refund.
Under UK Law the Consumer Contracts Regulation states that a customer can return the goods for any reason within 14 days of the date after the delivery date provided it is returned with the original packaging and all items returned in the condition they were received.
If you have opened the box to examine the goods you must have done so without damaging or marking the product or packaging. The goods must not have been used or assembled. You have a duty of care whilst the goods are in your possession and as such we advise you to return the goods with their original packaging to ensure they are not damaged during transit to us. Goods received back incomplete or in a damaged or used condition will either be returned to you and the cost of delivery charged to your account or we reserve the right to levy a surcharge on such returned goods at a minimum 20% of the invoice price.
Returning Your Order
Should you wish to return your goods then please either contact us on 01443 816982 or email us at firstname.lastname@example.org and we will process your return for you. We will need a copy of your invoice with your return to enable us to process your refund. Please note that to enable you to return your goods we ask that they are returned as new with all the original packaging with all instructions and screw bags unopened. Unfortunately we are unable to accept returns where they have been assembled or modified in any way. Additional charges may apply if the product is returned in a non-saleable condition.
What happens if your Order is damaged or parts are missing?
All our products are sent out in high quality packaging which has been carefully developed to ensure it is good enough to protect the products during transit. Several tests are performed on the product during development to ensure they can withstand manhandling during transit. Whilst every effort is made to stop this happening it is not always possible and some damages can occur. Although we are pleased to say that our damage rate is extremely low.
However if you are unfortunate enough to receive a damaged product then don’t worry we will replace the damaged part or the whole unit depending on the severity of the damage.
Once you sign for the delivery it is signed as delivered in good condition unless you say it is damaged. Please write on the delivery note or drivers hand held device that the item is damaged even if it appears to be only cosmetic damage to the box. This is extremely important to allow us to claim for any damages. If the damage appears to be significant then you can refuse the delivery and the item will be returned to us. We will then organise for a replacement to be sent out at no extra cost to you.
Please call us as soon as possible and we will organise for the parts to be sent to you. Our aim is to get the replacement parts to you as quickly as possible at no cost to you. In certain circumstances we ask for photos of any damage to help us to improve the packaging for future customers and to assist with any claims.
Please note that for damaged items we need to be notified within 7 days of the item being delivered. We are unable accept claims for damaged items after 7 days.
If the item is delivered damaged and you no longer want the product then we will arrange to collect the product from you at no cost to you. Once we receive the damaged product we will refund you in full.
If there are parts missing then please call us on 01443 816982 and confirm which parts you require. We will ship the replacement parts as quickly as possible at no cost to you.