Inspection on Arrival
Please inspect all goods immediately upon receipt. If there are any damages, shortages, or errors, notify us within 48 hours in writing. We cannot guarantee that any claims for damages or shortages made after 48 hours will be accepted. For total loss of goods during transit, please notify us within 7 days of the invoice date.
Returning Goods
Goods that meet your order specifications can only be returned with our prior approval. We may charge a handling fee of up to 25% of the order value for approved returns.
We reserve the right to refuse any returns if the goods or packaging are unsatisfactory. All returned items must be free from biological and chemical hazards. We may refuse to accept items that could pose a safety risk or violate Health & Safety regulations.
Safety Requirements
For certain returns, you may need to provide a decontamination certificate. Our Customer Service Team will inform you if this applies.
Import Duties
You are responsible for complying with import regulations and paying any applicable duties.
Returns Process
· Report any shipping discrepancies within 7 days.
· To return an item, contact us to get a returns reference number and ensure it's clearly marked on the package.
· All returns are at the customer’s expense for shipping, packing, and insurance until the items are received safely by us.
· Returns must be authorized by us.
Condition for Credit
We will issue credit for unused, resalable goods. However, if special packing (e.g., custom cases) was used, you may need to return it at your own cost. Failure to return it could result in an additional charge.
Restocking Fees
A restocking fee may apply to returned goods:
· 25% of the order value, or a £30 fee for orders under £50.
· If the return is due to non-catalogued or custom-made items, additional charges may apply
Custom Products
Custom-made or non-catalogue items are non-returnable and will not be refunded.
Unwanted Goods
Unwanted, unused items may be returned with prior approval. You will be responsible for return shipping costs, and a restocking fee will apply. If you are replacing these items with an order of equal or higher value, we may waive these fees.
Order Cancellations
Order cancellations must be approved by us. We may charge for any costs incurred up until the cancellation. Custom or non-catalogue orders cannot be cancelled without prior approval.