1.1. We do not accept returns unless:
1.1.1 there is a defect in the Products at the time of delivery (such as one arising from damage in transit, faulty design or faulty manufacture); or
1.1.2 we agree in written correspondence before you return the Products to us; or
1.1.3 you are a consumer and you have cancelled your order after having received the Products; or
1.1.4 the Product Information Page sets out a specific returns policy for those Products.
1.2. You are responsible to make sure that we receive any returned Products.
1.3. If you return Products by post or by courier, we recommend using a tracked service and insuring the Products to their value.
1.4. Please return Products as far as possible in their original condition and with all packaging and labels, and securely wrapped so as to protect the Products during transport.
1.5. So far as possible, Products should be returned:
1.5.1 with all parts included;
1.5.2 cleared of personal information and customisations for your preferences, and with security features disabled;
1.5.3 with both the Products and all packaging as far as possible in its original condition;
1.5.4 securely packaged;
1.5.5 with information that allows us to identify who you are and proof that you purchased the Products from us;
1.5.6 with information that clearly states the fault, when it first became apparent, and other information to enable us to identify or reproduce it; and
1.5.7 at your risk and cost.
Refunds
2.1. The way you originally paid for the Products determines how we refund you.
2.2. If you return Products that do not qualify for return under these terms or if you do not provide proof of purchase, we may be unable to process a refund. Please ensure that you provide us with your receipt, despatch note or order confirmation.
2.3. If you paid by credit or debit card, we shall refund the same card originally used to place and pay for the order.
2.4. If you paid online using an electronic payment system then we refund that account as soon as possible (usually straight away unless the Products need to be inspected).
2.5. For returns made by post or by courier, we issue a refund once the Products come back into possession.
2.6. It can take up to 14 days (but usually sooner) for the money to be returned into your bank account.
2.7. We will not refund the cost of customs duties to you.
Samples of Products
3.1. If you are a business customer and require a sample of a Product before placing a larger order for that same Product, we can arrange for a sample to be sent to you once you have confirmed the specification of the Product with us.
Reselling Products
4.1. The following terms apply to Resellers:
4.1.1 We grant you a licence to use the information on the Product Information Page of any Products you Resell to describe those Products (as examples, in a printed brochure, on your own website or on a page you control on a social media website).
4.1.2 We do not require you to make your customer aware that you are a Reseller.
4.1.3 You remain our customer. You are not our agent, distributor, partner, or joint venturer nor are you affiliated in any way to us. You may not claim any relationship with us other than being our customer.
4.1.4 The price you charge your customer may be different from the price we charge you for the Products.
4.1.5 We are not responsible for any compliance with the law in respect of the country or countries in which you sell our Products. In particular, we are not responsible for your paying any taxes that arise from running your business.
4.1.6 We shall deliver the Products you order to the address you specify. This may be your address, or your customer’s address.
4.1.7 If we deliver the Products to your customer’s address then:
4.1.7.1 information within the delivery note may indicate that the Products were supplied by us and not by you;
4.1.7.2 you remain responsible to your customer for all obligations under your contract with them, including for cancellations and returns, and for any other aspect of your customer service;
4.1.7.3 your customer should return the Products (if necessary for whatever reason) to your address and not to the original sender.
4.1.8 All other terms of this agreement apply, including those relating to cancellation, faulty products, returns and refunds.
