Refund policy

10. Damages, Shortages & Returns – Business Customers

 

10.1 If you are contracting with us as a business customer, you have 3 days following your receipt of the goods to report any damage to, defect in, incorrect delivery or shortage of the goods by contacting us. We will require full details of the relevant issue and, in relation to damage or defective goods, may require images to verify your claim. Please do not dispose of any damaged or defective goods (or the packaging in which the damaged or defective goods arrived) unless we ask you otherwise. The goods must remain in the original packaging and, if requested by us, be promptly returned. Once we have verified the damage, defect or shortage of the goods, we shall issue a replacement or a refund (including postage) to you via your original payment method. You have an obligation to take reasonable care of the goods whilst they are in your possession.  We may refuse to replace or refund any goods returned to us if we consider that you have failed to take reasonable care of the goods or if any damage has been caused after the point of delivery.

 

10.2 If you are contracting with us as a business customer, then any unwanted goods or goods ordered in error may be accepted for return only with our express permission (a “Voluntary Return”). Please also note that a minimum restocking charge of 30% or more of the sale price of the goods will apply.

 

10.3 Where you are contracting with us as a business and we agree a Voluntary Return, the goods agreed for return must be returned in their original packaging, unused, unassembled and suitable for resale. No credit or refund shall be given for goods received damaged, and you shall be, unless otherwise agreed by us, responsible for the cost of return and restocking as outlined in paragraph 10.2 above. Any goods returned shall also remain at your risk until receipt of the goods by us, and the onus of proving delivery shall remain with you. 

 

10.4 Where you are contracting with us as a business and we agree a Voluntary Return, if the value of the goods returned by you has diminished by any amount as a result of the handling of those goods by you, we may recover that amount from you up to the price you paid for those goods. We may recover that amount by deducting it from any refund or credit due to you, or require you to pay that amount directly to us.

11. Damages, Shortages & Returns – Consumer Customers

 

11.1 If you are contracting with us as a consumer, clauses 11.2-11.3 summarise your key legal rights in relation to the goods, which are subject to certain exceptions. If you are contracting with us as a consumer, then we ask that you report any issues that are apparent to you within three working days of delivery, though this does not affect your statutory rights in any way.

 

11.2 If you are contracting with us as a consumer, the Consumer Rights Act 2015 says the goods we supply to you must be as described, fit for purpose and of satisfactory quality. During the expected life of the goods, you are entitled to the following:

 

(a) up to 30 days: if the goods are damaged or defective, then you can get a full refund; 

 

(b) up to six months: if the damaged or defective goods cannot be repaired or replaced with original or equivalent or better in value goods, then you are entitled to a refund of up to the full amount.

 

(c) up to one year: if the goods can be expected to last up to or more than one year, then you may be entitled to a repair or replacement only, or, if the goods cannot be repaired or replaced, you may be entitled to some of your money back.

 

11.3 If you are contracting with us as a consumer and wish to exercise your legal rights as summarised in this clause 11, you must return the goods to us.

 

11.4 If you are contracting with us as a consumer, then your rights as summarised in clauses 11.2. 

11.3 are in addition to your rights to return the goods in accordance with clause 6.1.

12. Restricted Goods 

 

12.1 This clause 12 applies regardless of whether you are contracting with us as a business customer or as a consumer. 

 

12.2 Because of their nature, Restricted Goods (made to order) cannot be resold by us, and even if you are contracting with us as a consumer, our usual refund policy and any statutory rights that you may have do not apply to Restricted Goods, which cannot be returned or exchanged unless faulty. As such, once you submit an order for any Restricted Goods, you do not have the right to cancel your order. If you would like to cancel an order of Restricted Goods for any reason, we will try to accommodate your request but this can only usually be accommodated if requested by you within 24 hours of the order being placed, and, in all circumstances, it is at our sole discretion. If your request is accepted by us, cancellation charges may apply to cover any costs incurred up to the point of cancellation and to compensate us for our wasted costs, given that it is unlikely that we would be able to resell any Restricted Goods to another customer. 

 

12.3 Any refused deliveries for Restricted Goods will not result in a credit to your credit account or a refund to your original payment method, except where you have refused delivery because of obvious damage that has occurred in transit. Please let us know as soon as possible if you do refuse a delivery of Restricted Goods on this basis. 

13. Guarantees and Warranties 

 

13.1 If you are contracting with us as a business customer, all warranties, representations, terms, conditions and duties implied by law relating to fitness, quality or adequacy are hereby excluded to the fullest extent permitted by law.

 

13.2 Where you are not satisfied with the quality of the goods provided to you then we may, at our sole discretion, agree to repair, replace or refund you the price of the goods (or parts) agreed by us as being defective, and which have been returned to us, carriage paid by you, within six months from the date of delivery to you. Any goods subject to excessive wear and tear, misuse, defective maintenance, alteration or modification will not be considered for repair, replacement or refund pursuant to this clause 13.2. 

 

13.3 Any specific warranties (for example, manufacturer’s warranties) applicable to certain goods will be displayed on the relevant product pages of our website from time to time. To the extent possible, we will assign to you all rights conferred on us by any manufacturers and will provide you with full details of any manufacturers’ warranties or guarantees that may apply to any goods that we have provided to you. 

 

13.4 Nothing in this clause 13 is intended to affect or otherwise restrict your statutory rights, which apply in addition to any contractual rights that you may have against us or any third parties in relation to the goods provided to you or any discretionary or voluntary remedies that we may agree to provide to you.