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Returns - Business Customers

Returns – Business Customers


Words and expressions defined in the Supplier’s business terms and conditions shall, unless the context otherwise requires, have the same meanings in this document.


All Goods returned to the Supplier must have a return authorisation. Any Goods returned without firstly obtaining a return authorisation could be subject to significant delay.

To obtain a return authorisation:

Email and the Supplier will endeavour to reply within 3 Business Days, between 9.00 – 17:00. Emails sent over the weekend will be answered during the following week.

Please Include the following details:

  • Order Number
  • Postcode
  • Serial Number (if the Goods are faulty)
  • A detailed fault description - this will speed up the process in the event of Goods requiring repair or replacement

Requests without this information will take longer to process and will result in delays to refunds, replacements or repairs.

Goods should be returned and re-packed in the original packaging as received complete 'AS SOLD' and in 'AS NEW' condition (for example, if the packaging has been opened to examine the Goods the Customer must have done so without damaging the packaging or the Goods in any way). The condition of the Goods will remain the Customer's responsibility until they have been booked in and assessed by the Supplier.

Any return labels should not be placed directly on the packaging of the Goods. Please wrap any Goods to be returned in a protective layer and place any labels on this outer packaging.

To complete the return of the Goods, the Supplier requires a receipt or proof of purchase.

Please do not return the Goods to the manufacturer.

3.Refunds (if applicable)

Only partial refunds (if any) will be made if any Goods are not in their original condition, are  damaged or missing parts for reasons not due to the default of the Supplier.

Once the returned Goods have been received and inspected, the Supplier will send the Customer an email to notify the Customer that the Supplier has received them and of the approval or rejection of any refund.

If a refund is approved, then it will be processed, and a credit will automatically be applied to the Customer’s credit card or original method of payment, within a certain amount of days.

4. Late or missing refunds (if applicable)

If the Customer has not received a refund yet, it should check its bank account again and then
contact its credit card company, as it may take some time before the refund is officially posted.

Next, the Customer should contact its bank. There is often some processing time before a refund is posted.
If all of this has been done and the Customer still has not received the refund, it should contact the Supplier at

5. Sale Goods (if applicable)

Only Goods sold at full price will be refunded; sale Goods, special order Goods or B-Stock Goods will not be refunded.

6. Replaced Goods (if applicable)

Depending on where the Customer is based, the time it may take for any replaced Goods to reach the Customer may vary.

The Customer should consider using a trackable shipping service or purchasing shipping insurance. The Supplier does not guarantee that it will receive any returned Goods.