Commercial Customers: If a customer orders the wrong goods and they have been dispatched the customer may not return them to us, unless the customer has our prior agreement in writing, giving a returns number. No refund will be given for goods returned without a returns number. If the customer wants to return wrongly ordered goods, the customer must first contact us by telephone or by email stating the reason for the return. Where the customer has incorrectly ordered the wrong goods and we have agreed to the return of these goods, the company will charge up to 15% handling charge (minimum charge £10.00 + VAT) to cover administration costs, bank charges and other expenses. The customer must ensure that all goods must be unopened and properly packaged in their original packaging, labelled correctly, and returned to the company carriage paid. Any damage to the returned goods shall be the responsibility of the customer. A refund for the return will be made within 30 days of receipt of the goods. We don't under any circumstances accept the return of chemical products which have been opened.
Private Customers: As a private customer and located in the European Union, by law, you have the right to cancel your order within seven working days from receipt of goods by notifying us in writing and by returning the goods to us in good condition, unopened and in the original packaging. Any damage to the returned goods shall be the responsibility of the customer. We will refund the cost of the goods and the cost of delivery, we have charged you (if any) within 30 days of receipt of the goods. Our refunds policy does not affect your statutory rights and complies with the Distant Selling Regulations Act. To return goods, simply telephone or email us with your returns request for a returns number and a returns address.
Claims for Goods Short or Damaged: All goods must be checked on arrival. Damages & Shortages must be notified within 24 hours or within 3 days if marked “goods short or damaged” on the delivery note. All claims must be notified immediately by telephone and confirmed to us in writing stating the damage to the goods or details of the items short. We regret we cannot take responsibility for any late claims for goods damaged or short delivered as our carrier's do not accept late claims. Claims in writing are accepted by post or by email. Claims sent by email can be dealt with promptly.
Failing to endorse the carrier's delivery note correctly i.e. Goods signed for in good condition when the goods are damaged.
We shall not be liable in respect of any such claim and the goods shall be deemed to have been delivered in accordance with the contract, complete and in a satisfactory condition. In no case shall the Company's liability in respect of claims for damage to or loss of goods in transit extend beyond an obligation to replace the item free of charge. The Company will not accept liability for consequential loss, damage or expense howsoever arising.
Non-Delivery: All claims must be notified immediately by telephone and confirmed to us in writing. In the case of non-delivery of the whole consignment it must be notified within 3 days of receipt
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