Returns and Cancellations
DOWNLOAD A RETURNS NOTE (.pdf format).
You may cancel an order at any time before it is dispatched. Cleared payments will be refunded.
"Cleared payment" means we have the money in our bank account. UK Bank transfers are cleared instantly. UK credit card payments are cleared two working days from us 'accepting' the money. UK cheques are cleared in 5 working days. Overseas transfers and cheques take 7 to 10 days to clear so please be patient.
You may return any item bought retail by mail (distance selling) for refund, credit or exchange.
Retail means not wholesale. Items purchased purely from our mail order catalogue or website at the advertised prices are retail; wholesale orders will be confirmed by us in writing (by email or by snail mail).
Distance selling means you have not seen the item in person, e.g. at our office or exhibition stand.
Unwanted items must be returned in two weeks. This time is counted from the day after you sign for the parcel (or 4 working days for an item sent by a non-signed-for service) to the day you post it back. All of this applies to returning an item because you don't like it, you may still return an item if it develops a fault during its guarantee period.
New items returned because they are 'not suitable' must be in re-saleable condition. That means: accessories intact, display box undamaged (not torn or marked with pen or tape), and the item must look new enough to be sold to the next person. If it looks in any way used, £5.00 or 10% (whichever is the greater) will be deducted from any refund / credit, so treat your purchase gently until you are certain you wish to keep it! The above also applies to any secondhand item described as 'as new' condition.
To help you, a returns form is included with every order, there is no need to get permission to return an item, just fill in the returns form - though if you are eligible for a refund of postage we do strongly recommend that you telephone for advice on the best posting method. If you have lost the returns form, download one. If you have a problem you think can be fixed without having to return the item, email or telephone 01923 220206.
PLEASE HELP US BY FILLING IN A RETURNS NOTE, OR BY CORRESPONDING BY EMAIL, OR (AT LEAST) INCLUDING A NOTE OF WHO YOU ARE AND HOW WE CAN CONTACT YOU. Without any of this information (we do get items returned under plain cover and with no paperwork whatsoever) it will be very difficult for us to help you.
If using Royal Mail send to:
PO box 180
If using any other carrier, use our street address:
Unit 68, Park House
Watford Business Park
Watford, WD18 8PH
Do not use Parcelforce, they are unreliable.
If you prefer to visit us, please telephone first (01923 220206). click here for map, or click here for detailed directions.
You may not return fluids (oils, cleaners, testing fluids) once the seal on the bottle has been broken.
You may not return special orders (a batch of items we have manufactured especially for you or items we do not advertise, or items which are customised for you).
You may not return a bulk order where we have ordered goods especially for you (a 'special order'). We will tell you in advance that this is a special order and, most likely, it will involve emails discussing availability and delivery times. If there is no mention of 'special order' and we accept your money, then this exclusion does not apply.
Refunds, credits or alternative items
This is your choice, tell us which you prefer, a refund, replacement or alternative item. But please do tell us, otherwise we won't know what to do.
You must use a credit within two years. You do not need to produce the actual credit note, just quote your name and postcode and we will see that you have a credit.
Items that are sent to countries outside the E.U. (European Union) may be subject to local taxes and duties, these are not refundable. Bank charges are not refundable; losses due to a change in the exchange rate between currencies are not refundable.
Postage / Expenses Refunds
If you return the order BECAUSE YOU DON'T LIKE it the refund (or a credit if you prefer) will not include any postage that you have paid. However, if you request an alternative item, it will (along with anything else you order at the same time) be sent postage-free within the UK.
If you return an item BECAUSE IT IS FAULTY, or because of a mistake on our part, and ask for a REPLACEMENT we will automatically include, in the parcel, a free gift worth more than your postage, but if you prefer a refund for the postage, it can be arranged. A free gift is better value for you, less work for us, and can be processed in a day or two.
If you return an item BECAUSE IT IS FAULTY, or because of a mistake on our part, and ask for a REFUND the refund will include your original postage (if you have returned all of the order) plus (subject to our approval) the exact amount of postage you paid to return it. Please ask us the best way to post the items back - if you spend too much on postage, we will not refund all of it.
If the refund is small, you may prefer to leave it as a credit on your account (most trade customers prefer this to spending time and paperwork processing tiny amounts of money).
Please allow 3 or 4 working days. However, you MUST tell us exactly what the problem is. If the item appears, at first glance, to be intact / working, and all you have written is, "faulty" or "unreliable" or "replacement please" there could be a delay of several days.
Distance Selling - clarifications
Items sold by 'distance selling' can be returned, as detailed above. If you are ordering online or from a catalogue, ignore this section. But if you visit our stand at an exhibition and then we post the item, is that 'distance selling'?
e.g. we post it because we didn't have the item on the stand.
- that is 'distance selling', because you haven't seen the item
e.g. we post it because you didn't have the money and had to arrange payment
- that is not 'distance selling' because you have seen the item
e.g. we post it because, although you have you seen the item, you didn't like the condition and want 'a new one' (new items on our stand ARE new, but some customers think that because they have had a chance to try it out, it it now a sample and not new)
- that is not 'distance selling' because you have seen the item.
All of this only applies to returning an item because you don't like it, you may still return an item if it develops a fault during its guarantee period.
Download a Returns Note
DOWNLOAD A RETURNS NOTE (.pdf format)