Refund policy

Refund & Returns Policy

All purchases, orders, and transactions are entered into strictly on a commercial basis, with the purchaser confirming that goods are acquired solely for business, trade, or professional use. All contractual rights, obligations, and remedies arising from this agreement are governed exclusively by commercial law and not by any consumer-orientated legislation.

Formation and Nature of Contract

1.1. A binding commercial contract is created at the point an order is placed. 1.2. The purchaser warrants that they are acting as a business, not as a consumer. 1.3. No consumer rights, cooling-off periods, or statutory consumer protections apply. 1.4. The buyer accepts responsibility for ensuring products are suitable for their intended commercial purpose.

Finality of Orders

2.1. All orders are final once placed. 2.2. Refunds will not be provided for change of mind, incorrect ordering, quantity errors, or misunderstanding of product details. 2.3. No cancellation or amendment is guaranteed once processing has begun.

Delivery, Risk, and Title

3.1. Risk transfers to the buyer immediately upon dispatch from the seller's premises. 3.2. Title to the goods passes to the buyer at the same time. 3.3. Any loss, damage, delay, or misdelivery in transit must be pursued directly with the courier. 3.4. The seller bears no liability for courier performance unless expressly confirmed in writing.

Returns – Authorisation, Packaging, and Buyer Responsibility

4.1. No goods may be returned without a valid Return Authorisation Number (RAN) issued in writing by the seller in advance. Unauthorised returns will be rejected on arrival. 4.2. Unauthorised or unlabelled returns may be refused, disposed of, or returned to the buyer at the buyer's expense, with no refund due. 4.3. All return postage, carriage, and shipping costs are paid by the buyer in full. The seller does not provide, fund, reimburse, or arrange return labels under any circumstances. 4.4. All transit risk on return remains entirely with the buyer until the goods are received and accepted by the seller. Goods lost or damaged on their way back to the seller remain the buyer's responsibility and loss. 4.5. The buyer is responsible for packing returned goods adequately and securely to withstand transit. Goods that arrive damaged, marked, or deteriorated due to insufficient or improper return packaging will be refused, and no refund will be issued. 4.6. Approved returns must be received: – unused, unopened, and undamaged – complete with all components and accessories – in full original packaging – packed in suitable outer protective packaging for return transit – in clean, resalable condition – bearing the original despatch label / packaging barcode, intact 4.7. Returns received without the original despatch label or packaging barcode, or bearing a label or barcode that does not match the seller's despatch records, will be treated as goods not supplied by the seller. Such items will be refused, no refund will be issued, and they will be held for collection by the buyer at the buyer's cost.

Mandatory Restocking Fee

5.1. All authorised returns automatically incur a 50% restocking fee deducted from any refund issued. 5.2. This fee reflects legitimate commercial losses, including: – handling and inspection – administrative processing – repackaging – diminished resale value – business interruption 5.3. Such deductions are lawful and enforceable within commercial contracts.

Inspection and Refund Approval

6.1. Returned goods are subject to full inspection before any refund is considered. 6.2. Refunds will be refused if goods show evidence of: – being opened or used – marks, wear, or contamination – incomplete contents or missing components – repackaging, alteration, or tampering – a missing or non-matching despatch label or packaging barcode 6.3. The seller's assessment of condition and refund eligibility is final and binding. 6.4. Unacceptable returns may be collected by the buyer at their own cost within 14 days, after which they may be disposed of.

Misuse, Negligence, and Malicious Damage

7.1. Goods showing signs of improper use, excessive force, incorrect installation, neglect, modification, dismantling, or tampering are automatically excluded from refund or replacement. 7.2. Evidence of deliberate or reckless damage, forced breakage, or attempts to manipulate the condition of the product will void all rights to refund or complaint. 7.3. Where malicious handling, swapping of goods, or repeated questionable claims are suspected, the seller may refuse future orders and pursue commercial damages. 7.4. The seller's determination of whether damage is accidental, negligent, or intentional is conclusive.

Faulty, Damaged, or Shortage Claims – Buyer Burden of Proof

8.1. Any claim of damage, defect, or shortage must be made in writing within 24 hours of delivery. 8.2. The burden of proof rests entirely with the buyer to demonstrate that goods left the seller's premises faulty, damaged, or short. The seller's despatch and order records are treated as definitive evidence of the condition and contents of goods at the point of despatch. 8.3. Every claim must be supported by buyer-provided evidence, including: – clear photographs of the outer packaging as received, before opening – clear photographs or video of the goods and the fault claimed – photographs of the despatch label and any batch or product identifiers 8.4. Claims submitted without this evidence will be assessed solely on the seller's records, which shall stand as conclusive. 8.5. The buyer must retain all original packaging and the goods in the condition received until the claim is fully resolved, to allow inspection or collection. Disposal or alteration of the goods or packaging before resolution voids the claim. 8.6. Remedies remain solely at the seller's discretion and may include replacement, partial credit, or rejection of the claim.

Payment, Chargebacks, and Withholding of Funds

9.1. Payment must be made in full and on time. 9.2. No deduction, chargeback, or withholding of funds is permitted without written agreement from the seller. 9.3. Any attempt to reverse payment through a bank or payment processor is treated as a breach of contract. 9.4. The seller will seek recovery of: – the full invoice value – restocking charges – administrative costs – interest – legal fees 9.5. The buyer remains liable for all contractual sums until fully settled.

Misrepresentation of Buyer Status

10.1. The buyer confirms at point of purchase that the goods are acquired for business use. 10.2. Any attempt to later assert consumer rights will be treated as misrepresentation. 10.3. Any dispute must proceed formally and in writing under commercial dispute processes only.

Warranty, Limitations, and Exclusions

11.1. No warranty, guarantee, or assurance is provided unless expressly stated in writing by the seller. 11.2. The buyer is responsible for determining the suitability of goods for their intended commercial use. 11.3. The seller accepts no liability for: – consequential or indirect losses – loss of profit or revenue – business interruption – reputational damage – operational delays 11.4. No liability is accepted for damage caused by misuse, alterations, unsafe installation, or failure to follow product instructions. 11.5. Goods conforming to the seller's published specification are deemed to be of satisfactory quality and as described. Product images are illustrative only; the written specification prevails. Subjective expectation, perceived quality, or suitability for the buyer's particular purpose is the buyer's sole responsibility and is not grounds for refund or return.

Non-Refundable Goods

Refunds will not be issued for: – clearance or end-of-line stock – seasonal items – special-order, customised, or bespoke goods – hygiene-sensitive products – consumables – goods damaged by the buyer – goods returned incomplete or altered – goods returned without the original despatch label or packaging barcode – items that cannot reasonably be resold

Final Determination

All decisions regarding returns, refunds, replacements, and remedies rest solely with the seller. The seller reserves full commercial discretion to refuse, reduce, or permit any refund request according to the terms set out in this policy.