The purpose of this policy document is to outline the process for the return of damaged or faulty products. If you do have a problem regarding any of the products you receive from us, please follow the guidelines below.
This policy does not affect any statutory rights you may have (such as consumer rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Contacting Customer Services
1.1 Our Customer Service department can be contacted by phoning +44(0) 1472 245200.
1.2 You can also reach us by e-mailing email@example.com or by writing to:
Technical Absorbents Limited
PO Box 24
1 Moody Lane
Corner of Woad Lane
1.3 Please ensure that you have your order number and the date of delivery to hand when contacting us.
2. Consumer rights – 14 day cooling off period
2.1 If you are contracting with us as a consumer, you are entitled to return any item you decide you do not want within 14 working days, beginning on the day after you received the products. In this case:
a. You will receive a full refund of the price paid for the unwanted items, and any applicable delivery charges you paid on order, in accordance with this clause 2.1.
b. To cancel your order, you must inform us in writing.
c. You must also return the products to us at the above address as soon as reasonably practicable (we request that items are returned to us within 28 days from the receipt of delivery) with all packaging and at your own cost.
d. You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
e. We will process the refund due to you as soon as possible and, in any case, within 30 days of the day on which you gave us notice of cancellation.
2.2 The right to cancel does not apply in the case of any Products which become mixed inseparably with other items after their delivery.
3. Our refund policy
3.1 Subject to the remaining applicable provisions of this refund policy, if you return the products to us:
a. Because you have cancelled the contract between us within the 14-day cooling-off period, clause 2 applies.
b. For any other reason (for instance, because you consider that the products are defective), we will examine the returned products and will notify you of your refund via email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day on which you have us notice of cancellation. We will refund the price of a defective product in full and any applicable delivery charges.
3.2 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
4. Returning Products to Us
4.1 Any products returned to us for any reason are to be returned by any appropriate means at the cost of the customer. It is the responsibility of the customer to organise delivery of said products and to ensure their protection and sufficient packaging as to guarantee their safe arrival. The cost of any returned products will be the responsibility of the customer if it is damaged in transit when returned back to us.
4.2 We will not cover the costs of returning any item to us in any circumstances.
4.3 It is recommended that a recorded delivery service is used for any items returned to us as the products remain the customer’s responsibility until they arrive with us.
5. Products Damaged in Transit
5.1 If your products appear to have been damaged in transit please contact us within 48 hours of the receipt of your delivery informing us of the problem. The item needs to be returned to us within 28 days of the receipt of delivery in its original packaging and you will be entitled to either a replacement (delivered to you free of charge) or refund for your returned products.
6. Damaged, Defective or Not as Described Products
a. If you receive a product which is defective please contact us as soon as possible with the issue you have experienced. You will be contacted by a member of our team who will investigate for you. Please do not return your item to us until we have investigated this for you.
b. If it is deemed that you are eligible for a return the products need to be returned to us in the original packaging and you will be entitled to either a replacement (delivered to you free of charge) or refund for your returned products.
7. Order Cancellations
7.1 To cancel an order, please inform us by contacting customer services with details of the order that you would like to cancel. You may not cancel an order for the products listed in clause 2.2 under any circumstances.
7.2 In instances where the cancellation is made after the order has been dispatched, except in the event of your exercising your right to cancel the order during the 14-day cooling off period (see clause 2 above):
a. the delivery charge will not be refunded and you will be liable for a charge to return the products to us.
b. The returned products must be unused, in their original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new.
c. If the products arrive back to us damaged, without original packaging or used, we reserve the right to apply a restocking charge to cover our reasonable costs and expenses.
8. Incorrect Products
8.1 If you have received an incorrect item that you did not order, please contact us so we can arrange to send you the correct item.