Refund & Returns Policy
This policy explains your rights under the Consumer Contracts Regulations 2013 (CCR) and the Consumer Rights Act 2015 (CRA). Nothing in this policy affects your statutory rights.
1. Change‑of‑Mind Cancellations (Distance Sales)
Under the CCR, consumers have a 14‑day cooling‑off period beginning on the day the goods are delivered.
To exercise this right, you must notify us of cancellation within 14 days of delivery. You then have a further 14 days to return the goods.
Eligibility Requirements
A change‑of‑mind return is only accepted when:
The item is unused
The item is in original, unopened packaging
The item is in resaleable condition
The return is notified within 14 days of delivery
Inspection does not require opening sealed packaging. Opening packaging goes beyond the level of handling permitted under the Consumer Contracts Regulations 2013 and may invalidate the right to return. This applies equally to manufacturer packaging and any protective packaging supplied by us.
Non‑Eligible Returns
The following items cannot be returned under change‑of‑mind rules:
Items that have been opened, installed, connected, or tested
Items where packaging has been opened for inspection
Electrical items
Special‑order or non‑stock items
Items ordered incorrectly
Items returned outside the statutory 14‑day period
If an item is returned outside the statutory period, or does not meet the above conditions, no refund is due.
2. Faulty or Mis‑Described Goods (CRA 2015)
If an item is faulty, not as described, or not fit for purpose, please contact us immediately.
We will inspect the item and, where a fault is confirmed, provide a repair, replacement, or refund in accordance with the Consumer Rights Act 2015.
Damage caused by incorrect installation, misuse, or external factors is not considered a manufacturing fault.
3. Returns Process
To return an item, please contact us first for authorisation.
All returns must be sent to the address provided in our reply.
Return Postage
Return postage is the customer’s responsibility
Items must be returned using a tracked and fully insured service
Shipping costs are non‑refundable
If a refund is approved, only the value of the goods will be refunded.
4. Inspection and Refunds
All returned items are inspected upon arrival.
A refund will only be issued when:
The return was notified within the statutory period
The item is unused
The packaging is unopened
The item is in resaleable condition
If the item does not meet these criteria, it will be rejected and returned to you.
Refunds are issued to the original payment method.
5. Incorrectly Ordered Items
Items ordered incorrectly do not create a right to return or refund under UK consumer law.
We are happy to assist in identifying the correct part before purchase.
6. Goodwill Returns (Optional)
In certain cases, and entirely at our discretion, we may offer a goodwill inspection for items that fall outside statutory return rights. This goodwill process is optional, is not guaranteed, and does not form part of our contractual returns policy.
Where we agree to consider a goodwill return, the item must be sent to us using insured and trackable postage at the customer’s expense. After inspection, we may, at our discretion, offer to resell the item on your behalf. If the item sells above our internal cost, we may issue a goodwill refund for the difference. If the item does not sell, sells below our internal cost, or is not in resaleable condition, no refund will be issued.
7. Contact Us
For all return enquiries, please contact us at: [Insert your email address]
8. Fitment, Compatibility, and Measurement Responsibility
(New section added)
All measurements, compatibility checks, and fitment assessments must be carried out by the customer before purchase. Items cannot be returned under change‑of‑mind rules if ordered in the incorrect size, specification, or model.
Items must not be test‑fitted, installed, connected, modified, or used for assessment. Any sign of installation, attempted installation, opening of packaging, or modification invalidates all statutory and contractual return rights. This includes (but is not limited to) trimming, cutting, drilling, connecting electrical components, or attempting to fit the item to determine suitability.
Where an item has been installed, connected, test‑fitted, or modified in any way, no refund will be issued.
9. Open‑Box, Customer‑Return, and Reduced‑Price Items
(New section added)
Open‑box items, customer‑return items, ex‑display items, and items sold at a reduced price due to cosmetic marks, missing packaging, or other disclosed defects are sold as‑described.
These items may show signs of handling or have opened packaging. By purchasing an open‑box or reduced‑price item, you acknowledge and accept the condition stated at the time of sale.
Return Rights for Open‑Box / Reduced‑Price Items
Open‑box and reduced‑price items cannot be returned under change‑of‑mind rules.
These items do not carry the 14‑day cooling‑off right under the Consumer Contracts Regulations 2013 when the condition was disclosed prior to purchase.
Returns are only accepted where a confirmed manufacturing fault exists under the Consumer Rights Act 2015.
Cosmetic marks, opened packaging, or other disclosed defects do not constitute a fault.
Condition Disclosure
Where an item is sold at a reduced price due to condition, the specific reason (e.g., opened packaging, cosmetic mark, customer return, missing accessory) will be stated at the point of sale. No return rights apply for these disclosed conditions.