Returns Policy (Business-to-Business)
All sales are made strictly on a business-to-business (B2B) basis. By placing an order with us, you agree to this Returns Policy together with our full Terms & Conditions.
1. Inspection & Acceptance of Goods
Customers must inspect all goods immediately upon delivery.
- Damage, shortages, discrepancies, or delivery issues must be reported in writing within 48 hours of delivery
- Invoice queries (excluding delivery damage or shortages) must be raised within 14 days of the invoice date
Failure to notify us within these timeframes will be deemed acceptance of the goods, and no claim will be accepted thereafter.
2. Returns Authorisation (Mandatory)
Goods must not be returned without prior written authorisation.
- Unauthorised returns will be refused
- We reserve the right to return unauthorised goods to the customer at their expense
- Authorisation does not guarantee credit or refund
3. Dead on Arrival (DOA) Goods
Where goods fail on installation (“DOA”):
- The customer must notify us immediately in writing
- DOA returns are subject to the relevant manufacturer’s DOA procedure, which may vary by product
- Instructions will be provided once the issue is reported
If goods are tested and found not to be DOA, all associated costs will be charged to the customer.
4. Faulty Goods (Post-Installation)
Goods that become faulty after installation:
- May only be returned with prior written consent
- Must be reported as soon as the fault becomes apparent
- Must be handled strictly in accordance with the instructions we provide
Where a return is approved:
- A handling or assessment charge may apply
- All transport and insurance costs are the responsibility of the customer
- We accept no liability for removal, reinstallation, labour, or downtime costs
5. Condition of Returned Goods
Where a return is authorised:
- Goods must be returned in original packaging, suitably protected
- A full description of the fault and the issued returns reference number must be included
- Failure to comply may result in a minimum handling fee of up to 15%
6. Unwanted or Incorrectly Ordered Goods
Unless expressly agreed in writing, we do not accept returns for:
- Change of mind
- Incorrect ordering by the customer
- Overstocked or slow-moving items
- Custom, special-order, or non-stock goods
Where an exception is agreed:
- Goods must be unused, unopened, and resaleable
- A restocking fee (typically 15–25%) may apply
- All return carriage costs are borne by the customer
7. Remedies & Liability
Where a valid claim is accepted, our liability is limited (at our discretion) to one of the following:
- Repair of the goods
- Replacement of the goods
- Refund of the price paid for the affected goods only
We shall have no further liability beyond this remedy.
8. No Consumer Rights
All sales are conducted on a B2B basis.
Consumer cancellation rights, including cooling-off periods, do not apply.
Nothing in this policy affects rights that cannot be excluded under applicable UK law.
