Trade Partner Returns Policy
- Trade Returns Policy
This is only for Trade Partners. If you decide to return the goods to us please follow the information on this page to ensure we are able to swiftly process your return and eligible refund. If you are not a Trade Partner please refer to our Direct Consumer Returns.
Should you have ordered an item incorrectly, for whatever reason, please contact our customer services team (details above) no later than 90 days after receipt. The customer service team will arrange for the correct products to be invoiced & dispatched using our standard delivery service. We will check that the incorrect items are eligible for return (unused, undamaged and in their original packaging).
We will issue you with a RRN (returns reference number) which MUST be written on ALL boxes to be returned. We will arrange for the incorrect items to be collected within 10 working days of notification (charges will be calculated and made known at this stage). Alternatively, goods can be returned with a courier of choice (at your expense).
It is essential that you take reasonable care of the goods while they are in your possession and ensure the goods are returned unopened, in their original packaging as we can offer no refund or part thereof, if the goods are returned to us in a damaged condition, regardless of who arranged for their return.
Once the products have been received by us with a valid RRN and accepted with no damage, we will refund part of your money within 5 working days of receipt. The amount to be refunded will be the original price less 10%, less the delivery charges, including timed or Saturday deliveries.
Due to the administrative and re-stocking procedures involved, we reserve the right to apply a 10% charge to all goods returned which have been incorrectly ordered or cancelled orders.
Goods returned without a valid RRN (Returns Reference Number) or without notification will be subject to additional handling charges at our discretion.
In the unlikely event that you change your mind, you can cancel your order from the moment it is placed and up to 90 days after delivery. If you cancel the order before 3.30pm on the same day the order was placed Monday to Thursday or 2:30 pm on Friday, there will be no charge. You may refuse to accept delivery of the goods however delivery charges & a 10% handling charge will apply.
To cancel your order please contact the Customer Service Team;
T: 01392 368 351
The Customer Service Team will check that your order is eligible for return (received within the last 90 days, unused, undamaged and in the original packaging)
We will provide you with an RRN (Returns Reference Number) which MUST be written on ALL boxes due to be returned.
We will arrange for the unwanted products to be collected within 10 working days of notification (charges will be calculated and made known at point of cancellation) or goods can be returned with a courier of your choice (at your expense).It is essential that you take reasonable care of the goods while they are in your possession and ensure the goods are returned unused, undamaged and in their original packaging as we can offer no refund or part thereof, if the goods are returned to us in a damaged condition, regardless of who arranged for their return.
Goods received by us with a valid RRN (returns reference number) and accepted with no damage will be processed for a refund within 5 working days. The amount to be refunded will be the original price less 10% less delivery charges, including timed or Saturday deliveries.
Goods returned without a valid RRN (Returns Reference Number) or without notification will be subject to additional handling charges at our discretion.
Due to the administrative and re-stocking procedures involved, we reserve the right to apply a 10% charge to all goods returned which have been incorrectly ordered or cancelled orders.
You lose your right to cancel if the packaging is opened or the product is assembled. You also lose your right to cancel for bespoke items or bulk orders (more than 10 units) once we start on their production. Bulk orders should be confirmed in writing with the Sales Director.
Cancellation outside this time is entirely at our discretion.
If you refuse delivery of a correct order, please notify us at the earliest opportunity.
Once the products have been returned to us and accepted with no damage, we will refund part of your money within 5 working days of receipt. The amount to be refunded will be the original price less 10% less the delivery charge, including timed or Saturday deliveries.
To report a defective product that is faulty or flawed in any way, or missing parts on delivery, please contact our Customer Team on the details above within 5 working days of receipt of the goods.
Depending on the nature of the defect and the product, we may send replacement goods or parts thereof or offer a full refund including delivery. If required, we will arrange collection of the goods at our expense.
We will replace the defective or missing parts or goods using our standard delivery service (usually next working day for UK main land) free of charge.
Where goods are lost in transit, we will either send you new goods or offer you a full refund, including delivery charges.
If you suspect the goods have been damaged in transit, whether concealed by the packaging materials or not, it is essential that you note and sign for the products as “damaged” when signing the carrier’s proof of delivery. (Signing UNCHECKED is not acceptable.) Unfortunately, we cannot offer any replacements or refunds for damaged goods which have been signed for and accepted as being in good condition by a distributor. All other claims are at our discretion.
Any damaged items must be notified to the customer services team (details above) with the consignment number and image of the damage within 24 hours of receipt as we need to communicate this to the carrier within this timescale.
Once we have been notified in the correct way that your goods have been delivered in damaged condition and signed as damaged, we shall arrange for replacements to be sent out using our standard delivery service (usually next working day for UK main land) free of charge. You will be provided with a RRN (returns reference number) which MUST be written on ALL boxes to be returned. We will arrange for collection of the damaged items at our expense.
When the arrangements with the carrier to collect the damaged goods have been made, we shall notify you of the intended collection date where ever possible. Our carrier will liaise with you to arrange a collection date and time as our carriers will not make a collection at the same time as delivery.
Alternatively, we can provide a full refund for the damaged goods and delivery costs; provided they are signed for as damaged and only once they have been returned to us.
Every effort is made to ensure the accuracy of orders dispatched. However, should you consider the item delivered to you is not the same as that which you have ordered, please contact the customer services team (details above) no later than 5 working days after receipt, quoting your invoice number which will have been emailed to you.
We will check our records against your original order and if an error has been made on our part, we shall arrange for replacements to be sent out using our standard delivery service (usually next working day for UK main land) free of charge. We will provide you with a RRN (returns reference number) which MUST be written on ALL boxes to be returned. Collection of the incorrect items will be arranged at our expense.
When the arrangements with the carrier to collect the incorrect items have been made, we shall notify you of the intended collection date where ever possible. Our carrier will liaise with you to arrange a collection date and time as our carriers will not make a collection at the same time as delivery.
Alternatively, we can provide a full refund for the incorrect items and delivery costs; on the condition that the order was provided in writing by email or online through our website and only once they have been returned to us. We will arrange to collect the goods at our expense.
We cannot offer a return or refund on any product which has been delivered more than 5 working days prior to notification, or where the order was received verbally without written confirmation by email or through our website.