Whilst we hope that all of our customers receive the correct goods in perfect condition, we appreciate that sometimes things go wrong. Even carefully packaged items can get damaged in transit, or perhaps your customer has cancelled a job after you ordered from us. This policy sets out the various circumstances under which we will accept returns, and details exactly what charges will be refunded.
If you simply change your mind: -
If the item(s) is/are from our stock and you notify us within 3 days of receiving the goods, and you have proof of purchase you may return the goods. The item(s) must be returned in perfect and re-saleable condition, and absolutely complete (Including all manufacturers packaging, instructions, fittings, etc.…). If received back in this condition then we will refund you the full purchase cost less the carriage.
If the item(s) was a special order then our supplier may charge us a return/restocking fee, in this instance please contact us so we can quote you for its return.
If an item is incorrect or damaged when you receive it: -
We use high quality packaging materials to protect goods in transit, and pick orders with great care, but no system is perfect. Please open and check the contents for accuracy and missing or damaged items as soon as possible and notify us of any problems within 3 days of receipt. We regret that we are not able to process claims for damaged items more than 3 days after the date of delivery.
If the packing appears damaged, it’s a great help if you are able to photograph the package before opening it.
Once you have notified us of the damaged item, we will discuss what best suits your requirements.
If an item is faulty: -
In the event of a faulty product, please contact us to ascertain the correct warranty procedure. Different Manufacturers offer different types of warranty therefore this will need to be checked and advised. Please do not return items without talking to us first.
When returning an item, for whatever reason: -
Please always contact us as the first instance. We will record your return and authorize its return. Please mark the package with “Returns Department” very clearly on the goods before dispatching them. If there is more than one box, please mark all of them.
We have a large and very busy warehouse, and it is not always easy to keep track of unidentified incoming parcels, and this may delay the processing of your return.
We understand that it is not possible to anticipate every circumstance for a return. If unsure of our procedure/policy then please do not hesitate to contact us.
This policy/procedure works along side our standard Terms and Conditions.
We are a trade only supplier, and all transactions are on a business-to-business basis.