To make a return request simply login to your account, go into Order History And Details, select the order reference that you wish to return, fill in the Merchandise Return section with the reasons for the request, select the tick boxes for the item(s) you wish to return, and click Make an RMA slip - and that's it.
Important: once you have submitted your order you cannot amend or edit your order including changing the delivery address. Therefore please check that all of the information you have supplied us with is correct and that you are happy with your order before you submit it and proceed to payment.
This clause 1 only applies if you are a consumer.
1.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 1.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund.
1.2 However, this cancellation right does not apply in the case of:
(a) any made-to-measure, custom-made or special order products;
(b) any product which has a security seal which you have opened or unsealed;
(c) any product which, for hygiene purposes, cannot be returned which includes:
- flushing solutions
1.3 Your legal right to cancel a Contract starts from the date the Products are dispatched to you, which is when the Contract between us is formed. If the Products have already been delivered to you, you have a period of 14 (fourteen) days in which you may cancel, starting from the day after the day you receive the Products.
1.4 In addition to your legal right to cancel as set out in clause 1.3, you may be able return any unwanted Products within 28 days of when the Contract is formed between us.
1.5 To cancel a Contract or return a Product you will use the RMA section in your account login where you will be issued a returns authorisation number. You must enter the serial number and reason for your return. You may wish to keep a copy of your cancellation notification for your own records.
1.6 You will receive a full refund of the price you paid for the Products and any applicable delivery charges you paid for up to the value of our standard delivery. You will be responsible for the cost of returning the Product to us. We will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which you gave us notice of cancellation. If you returned the Products to us because they were faulty or mis-described, please see clause 1.8.
1.7 We refund you on the credit card or debit card used by you to pay.
1.8 If the Products were delivered to you:
(a) you must return the Products to us at your own risk as soon as reasonably practicable;
(b) unless the Products are faulty or not as described (in this case, see clause 1.6), you will be responsible for the cost of returning the Products to us;
(c) you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.
1.9 If you fail to return the Products to us in their original condition, including outer packaging, unused and in perfect saleable condition, you will not receive a refund. If you are unable to return the Product to us we may arrange collection and the cost of the collection will be deducted from your refund.
1.10 As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by this returns policy. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
This clause 2 only applies if you are a trade customer.
2.1 If you are a trade customer and you are not pleased with your purchase for any reason we may agree to its return subject to the following conditions:-
(a) You will inform us of your intention to return the product, the serial number and reason by using the RMA section in your account login where you will be issued a returns authorisation number.
(b) The Products must be returned to us with 28 days of delivery to you.
(c) The Products must be returned in their original condition, including outer packaging, unused and in perfect saleable condition;
(d) The restrictions set out in clause 1.2 above equally apply to you.
(e) You should return the Product at your own cost to the address set out in the footer of our website and ensure you display the RMA number. You are responsible for ensuring that the Product arrives safely to us so we strongly recommend that you return the Product to us by tracked and recorded post. We will not be responsible for any loss or damage to Products whilst being returned to us. We can arrange collection, however, we will deduct our costs from any refund due.
This clause 3 applies if you are a consumer or trade customer.
3.1 The term warranty applies to the individual manufacturers warranty and these periods may vary. It is important you read the manufacturers warranty period which is enclosed with each Product.. The warranty of the Product starts from the dispatch date of your order from us:-
3.2 Refunds may be subject to the deduction of a handling charge equivalent to 10% of the refund. Delivery charges paid by you will not be refunded.
(a) Products which are given free, as part of an offer, cannot be exchanged or refunded unless the full offer is returned.
(b) We reserve the right to charge a handling fee of 10% of the refund which will be deducted from your refund.
3.3 Where you have returned Products to us under this clause 3 because they are faulty, we reserve the right to repair or replace the Product or to provide you with a refund, Any refund will include the price of the defective Product, any applicable delivery charges paid by you and your reasonable costs in returning the Product to us.
3.4 All Product returned as faulty will be bench-tested to replicate your reported fault. It is important to realise that if you have incorrectly wired or mis-configured a Product this does not count as faulty:-
(a) a surcharge of £45 will be charged to your account and the Product returned to you.
(b) If your product is classified as faulty then clause 3.3 applies.