We make it simple to cancel or return your order
We aim to ensure that you have a smooth & enjoyable shopping experience on our web site. We provide our customers with the best trade products at the best trade prices. Our Returns and Cancellation Policy is part of our commitment to make your experience as easy as possible.
Our order processing system will keep you up to date on the progress of your order at all stages via email. If you would like to cancel an order, you can contact our Customer Services and cancel at any time up to despatch. If you cancel the order before the product has been shipped, you will receive a complete refund. Once the order has been shipped, cancellations will be considered a return and will be processed accordingly.
Please contact our Customer Services to initiate a return. Please provide details of the order reference number from the email you will have received from us after checkout. The order reference number is also available in the account order history section of our web site.
We can only accept returns for unwanted goods, within 3 working days of receipt, that are in their original packaging, have not been used and are in a re-saleable condition. Unwanted goods should be returned to us at your own expense after receiving a returns authority number from our Customer Services. Unfortunately we cannot accept returns without a valid Return Material Authority (RMA) number. It is advisable to return goods via a registered shipment method. We cannot accept liability or responsibility for returned goods until they have been received back by us and signed for. Once the goods have been received and have been inspected and verified, a refund will be provided as detailed below.
In case of Faulty / Damaged goods we will arrange for our courier to collect the items at our expense from a commercial address on a normal working day. You MUST ensure that goods being returned are packed appropriately. Unfortunately we cannot arrange a collection from a domestic address. Once the goods are received back and inspected / verified, a replacement or refund will be offered where applicable. Any replacement goods will ship free of charge.
Conditions for return
ALL Products should be unused. Any product used or damaged through incorrect use cannot be refunded or exchanged.
Products should be returned or exchanged in their original packaging along with original price tags, labels, instruction sheets and invoices. E.G Detectors must be packed in the original packaging, unopened and should not be broken, used or tampered with.
If the product has a gift associated with it, the gift should be returned along with the product in its original condition / packaging.
For all purchases where a discount voucher or promotion code is used, the refund amount shall exclude the discount applied.
We do not accept return or exchange requests for smoke test matches, smoke test pellets, software and free items.
Please note that we cannot promise a replacement for all products as it will depend on the availability of the stock and replacement product. In such cases, we will offer only a refund.
All refunds can ONLY be credited to the same account from which the purchase was made. Refunds may take up to 7-10 business days to be processed and for the respective banks to transfer and clear the funds. Only refunds authorised by our Customer Service department with a valid RMA (Return Material Authority) number will be processed.
As a supplier of trade products at trade prices intended for industrial / commercial use by business entities only, we reserve the right to charge a restocking fee of up to 50% of the order value for items returned as unwanted. The restocking fee covers administration, handling, inspection, repackaging, restocking, charges imposed on us by manufacturers and may be charged at our sole discretion. You will be advised of any restocking fees applicable by our Customer Services prior to shipping any products back to us.
Where a refund has been agreed with our Customer Services for products returned as faulty, no restocking fee will be applied and the products will be refunded in full.
In cases where a product is undeliverable and returned to us, the product will be reshipped once more. If it is undeliverable and returned to us a second time, the product will neither be reshipped nor will the amount be refunded. In this instance you must contact our customer service department to arrange a new delivery address. We will not be able to re-ship to the original delivery address and an additional delivery fee may be payable.