Please email email@example.com for an returns queries.
Our Returns terms are flexible, we will always be fair and try and work with our customers. As general rule see below.
The Buyer may not return Facilities Supplies Products following delivery other than in accordance with this section
The Seller's customer services office must be notified of any claim in respect of any returns or request by post, facsimile, e-mail or by telephone specifying the reason giving rise to such claim or return. Notification must be made within the time limits set out below for each reason giving rise to a claim. Where such a claim or request is made by telephone it will only be considered by the Seller if an acknowledgement reference is obtained by the Buyer and the claim or request is confirmed by post facsimile or e-mail by the Buyer within 3 Working Days quoting the acknowledgement reference.
If the Facilities Supplies Products are damaged when delivered then the Buyer should refuse delivery and sign the delivery note as damaged. The Facilities Supplies Products will then be replaced free of charge provided that the Buyer notifies the Seller within 3 days of delivery.
If the Facilities Supplies Products are discovered to be damaged after delivery then the Facilities Supplies Products are non-refundable. If the Buyer notifies the Seller of the damage within 3 days of delivery and in writing within 6 days of delivery, the Seller may, in its sole discretion offer a discount in the Price.
If the Facilities Supplies Products are faulty then the Buyer must notify the Seller as soon as possible. Faulty Facilities Supplies Products under £20 will be replaced free of charge. The Seller will arrange for the faulty Facilities Supplies Products £20 or over to be collected and inspected and if found faulty will be replaced free of charge. For Facilities Supplies Products found to not be faulty the Buyer shall incur an additional carriage charge of £20 and, after receipt of payment the original item shall be returned to the Buyer.
If a Facilities Supplies Product is no longer required then the Buyer should notify the Seller within 14 Working Days of delivery. The Seller may, in its sole discretion, accept the return at the Buyer's own cost subject to a handling charge that shall be calculated as set out below (other than in ROI and NI) and notified to the Buyer. If a Facilities Supplies Product is no longer required in ROI or NI the handling charge shall be calculated on a case by case basis and a quote will be provided by the Seller in response to the Buyer's return request.
|Cost of Facilities Supplies Product
|£30 or less
|Between £30 & £120
|included in handling charge
|£120 or more
|included in handling charge
9. OUR REFUNDS AND RETURNS POLICY
9.1 As a consumer, you have the legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) to cancel the Contract at any time up to the date 14 days after the day on which you have received the Products (“Cancellation Period”), subject to certain exceptions listed in conditions 9.6 and 9.7 below. This means that during the Cancellation Period if you change your mind or decide for any other reason that you do not want to receive or keep the Products, you can notify us of your decision to cancel the Contract and receive a refund. For example, if the Contract is formed on 1 January (i.e. the date we sent you the Order Acceptance) and you receive the Products on 5 January, you may cancel the Contract at any time between 1 January and the end of the day on 19 January.
9.2 To cancel the Contract under the Regulations, you must let us know about your decision to cancel. The quickest and easiest way to do this is to contact us via our website, or by telephone. You can also contact us by post using the contact details set out in condition 12 below. If writing to us, please include details of the Contract (such as the Products ordered, the purchase price and the date of the order) to help us identify it. If you send your cancellation notice via our website or by post, then the cancellation is effective from the date that you sent the query or posted the letter. For example, notice will be in time as long as the notice is in the last post on the last day of the Cancellation Period or emailed to us before midnight on that day. If you send your cancellation notice via our website or by post, we will email you to confirm receipt and provide a returns number to include with the Product.
9.3 If you cancel the Contract under the Regulations, we will refund the price you paid for the Products and any delivery charges and will arrange for courier collection of the Products at our cost. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
9.4 Refunds for cancellations under the Regulations will be completed as soon as possible but in any event within 14 days after the day on which you informed us of your decision to cancel the Contract.
9.5 Except where the Products are defective or not as described, your right to cancel the Contract under the Regulations does not apply to the following:
9.5.1 Products which have been personalised or made to your specification including, without limitation, business cards and other personalised items of stationery;
9.5.2 Products which are perishable including, without limitation, food, beverages, plants and flowers;
9.5.3 Products liable to deteriorate or expire rapidly including, without limitation, sealed ink or toner cartridges that have become unsealed after delivery;
9.5.4 sealed Products which are not suitable for return due to health protection or hygiene reasons (including, without limitation, first aid supplies, ear plugs and masks/respirators), if such Products become unsealed after delivery; and
9.5.5 sealed audio/video recordings and sealed computer software, if such Products become unsealed after delivery.
9.6 Your right to cancel the Contract under the Regulations also does not apply to the supply of digital content not on a tangible medium (including, without limitation, downloadable computer software) where you ask us to supply such digital content to you during the Cancellation Period, which you will do at the time of placing your order. You expressly acknowledge that by placing your order, and thereby requesting that we supply digital content to you during the Cancellation Period, your right to cancel the Contract will be lost.
9.7 Unless the Products are defective or not as described (in which case see condition 9.10), you are not entitled to cancel the Contract under the Regulations after the expiry of the Cancellation Period. However, although we are under no obligation to accept a return after the Cancellation Period, we may exercise our discretion to do so, provided that in these circumstances you might not receive a full credit in respect of the price you paid for the Products and your refund may be by way of a credit note. Unless the Products are defective or not as described, no returns will be accepted under any circumstances after the expiry of 28 days following delivery of the Products to you.
9.8 All refunds will be processed to the payment method you used to make the original payment, save that if condition 9.7 applies, you may receive a credit note.
9.9 In addition to your cancellation rights under the Regulations, you have a legal right to reject goods which are defective or not as described. If you wish to return a Product because it is defective or not as described, you must contact us within five working days of receipt or, if a defect is not immediately apparent, within a reasonable time of discovering the defect. What is considered a reasonable time will depend on the nature of the Product and the nature of the defect and you are strongly advised to inspect all Products immediately on receipt. Provided you notify us in accordance with the above timescales, we will contact you with a returns number and arrange for collection at our cost. Once we have received the Products back to our warehouse, we will inspect them and notify you of the outcome of our inspection by email within a reasonable time. If the Products are found to be defective or not as described, we will refund the price of the Products together with any applicable VAT and delivery charges. We will process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via email that you were entitled to a refund.
9.10 We are under a legal duty to supply consumers with Products that are in conformity with the Contract. As a consumer, you have additional legal rights in relation to goods that are faulty or not as described. These legal rights are not affected by anything in these terms and conditions. Advice about the legal rights of consumers is available from your local Citizens’ Advice Bureau or Trading Standards office.
9.11 If you consider there to be a shortage in your order you must contact us within five working days of delivery, failing which you will be deemed to have received the Products in the quantities ordered and shall not be entitled to cancel the order. You are therefore strongly advised to inspect all Products immediately on receipt. Provided you notify us of the shortage within the required timescale, we will contact you with a returns number and arrange for collection at our cost. We will process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via email that you were entitled to a refund. Products returned by you under this condition 9.11 will be refunded in full together with any applicable VAT and delivery charges.