Returns and Refunds

Returns Policy for Business Customers

Distance Selling Regulations and Business Customers

Please note that the Distance Selling Regulations (Consumer Contracts Regulations 2013) do not apply to purchases made by businesses, sole traders, or other non-consumer customers. As such, your statutory right to a 14-day cooling-off period, automatic right to cancel, and right to a refund without reason do not apply to your order.

Returns, Cancellations, and Refunds

1. Returns and Inspection

1. Return Authorisation:
   Any return or cancellation request must be authorised by us in advance.
2. Inspection:
   Authorisation to return products does not imply recognition of any defects or non-conformity, which will be determined after return inspection and technical analysis (typically within 1 to 15 working days).
3. Return Shipping:
   Customers are advised to handle the product minimally and must ensure the original packaging is protected during return shipping to maintain product integrity and avoid damage.
4. Shipping Method:
   Authorised returns should be sent via a trackable and insured method if the value exceeds £50, along with a copy of the return authorisation notice, to the address provided within 14 days of reporting the issue.

2. Cancellation and Refunds

1. Order Cancellation by Customer:
   • Cancellation Fees:
     We reserve the right to charge cancellation fees, administrative fees, or handling charges if you cancel an order after it has been accepted or if you return goods. These fees may include, but are not limited to, costs incurred for order processing, procurement, shipping, customs, and any pre-paid expenses.
   • Refusal of Cancellation:
     For certain items, especially those purchased from suppliers in Europe or made to order, we may refuse cancellation requests. This is due to the nature of the goods and the potential costs incurred by us.
2. Order Availability:
   • Product orders are subject to availability.
   • The website does not display live inventory numbers due to potential simultaneous orders and offline sales, making precise stock counts challenging.
3. Promotional Items:
   • For promotional items, we reserve the right to limit order quantities, with customer notification and agreement, or consider the order cancelled.
4. Unavailable Products:
   • Orders for unavailable products will be cancelled, with customers notified via email about the cancellation and the reasons behind it. We may offer a replacement product or alternative solutions before proceeding with a refund, requiring explicit customer approval.
5. Liability:
   • We are not liable for damages resulting from order cancellations.
6. Cancellation Process:
   • Cancellation requests must be made via email to [email protected].
   • Cancellations are subject to approval and may be refused if order preparation has started.
   • Cancellation after order preparation has begun may incur fees up to 50% of the product value or higher, depending on the costs incurred.
   • Full costs will be communicated upon cancellation request, with confirmation needed within 72 hours, or it will be assumed granted.

3. Damaged Products in Transit

• If a product arrives damaged, refuse delivery.
• If you accept delivery, note the damage on the courier's document, retain all packaging for inspection, and immediately contact customer service at [email protected].
• Upon receipt, verify package numbers match the transport document and that packaging is undamaged. Note any discrepancies or damage when signing the courier's document. No claims on the parcel's external condition can be made after signing.
• Incorrect shipping addresses may lead to delays and additional fees. Refunds cannot be requested in this scenario.

4. Refund Process

• Approved refunds will be processed using the original payment method (credit card, bank transfer).

5. Exceptions to Returns

• Manufactured on demand/factory special build products
• Software and licenses
• Customised products

Summary

As a business customer, you are not entitled to the statutory 14-day cooling-off period or automatic right to cancel under the Distance Selling Regulations. We reserve the right to charge cancellation, administrative, and handling fees, and to refuse cancellations on certain items, in line with UK law.

If you have any questions, please contact us at [email protected].