Returns & Warranty Policy

Returns & Warranty Policy

We want you to be completely satisfied with your purchase. Please review the information below carefully, as it outlines our returns and warranty terms. 

Cooling‑Off Period 

  • In line with UK consumer protection regulations, you have the right to cancel your order within 14 days of receiving your goods. 
  • To exercise this right, you must notify us by email within the 14‑day period. 
  • Requests received outside of this period may not be eligible for a return or refund. 

Special Order Items 

  • Special order items are non‑returnable and non-refundable, unless they arrive faulty or damaged. 
  • Any issues relating to damaged or faulty special-order items must be reported within 48 hours of delivery. 
  • Special order items will be identified on your Quote and/or Order Acknowledgement.  

Damaged, Faulty or Short Dated Items 

  • All damaged, faulty or short dated items must be reported within 48 hours of delivery. Requests received outside of this period may not be eligible for a return or refund. 
  • When reporting an issue, please provide clear photographs of both the outer packaging and the affected item(s). 
  • We will assess the issue and arrange an appropriate resolution, which may include repair, replacement, or refund. 

 Condition of Returned Goods 

All returned items must be:  

  • In their original packaging 
  • Unused and in a resaleable condition 
  • Items that do not meet these requirements may be refused. 

 Return Shipping 

  • Where returns are collected via an Acticare van, no return shipping fee will apply. 
  • If items are no longer required or were ordered in error and no van run is available, the return must be arranged via courier at the client’s expense. 
  • We strongly recommend using a tracked and insured service, as we cannot accept responsibility for items lost or damaged in transit. 

 Refunds & Credits 

  • Refunds or credits will be processed only once returned items have been received and inspected. 
  • If the items are confirmed to be in resaleable condition, a refund or credit will be issued within 10 working days to the original payment method. 

Warranty 

  • If a fault develops within the applicable warranty period, please contact us with proof of purchase and details of the issue. 
  • We will liaise with the manufacturer or supplier to resolve the matter, which may include repair, replacement, or refund, in line with the warranty terms.