Refund Policy
1. General Refund Conditions
1.1 Eligibility for Refunds: You may be eligible for a refund if you cancel an order, return a product, or terminate a service or equipment rental agreement under certain conditions outlined in this refund policy and our Terms & Conditions.
1.2 Initiating a Refund: To initiate a refund, please contact our customer service team through the contact details provided at the end of these terms. You may need to provide details of the purchase and proof of the issue if applicable.
1.3 Processing Refunds: Refunds will be processed in the same form of payment originally used for purchase unless otherwise agreed. Refunds are processed within 14 days of your refund request approval.
2. Products
2.1 Right to Change Your Mind: If you are a consumer customer, and you change your mind about the products within 14 days of delivery or collection (as per Clause 10 of our Terms & Conditions), you are entitled to a refund. This right does not apply to products made to your specifications or clearly personalized.
2.2 Faulty or Misdescribed Products: If what you have bought is faulty or not as described, you may have a legal right to get the product repaired or replaced or to get some or all of your money back. Please refer to Clause 12 of our Terms & Conditions.
2.3 Return Costs: If you are exercising your right to change your mind, you must pay the direct cost of returning the products unless the products are faulty or not as described.
3. Equipment Rental
3.1 Cancellation Before Delivery: If you cancel an equipment rental order before delivery or collection, you will be liable for all preparation costs and the rental charges for the Minimum Hire Period, unless you are cancelling under the consumer "change your mind" clause.
3.2 Early Termination of Rental: If the rental of equipment is terminated early by you or us, refunds for any period beyond the date of termination will not be provided unless the termination is due to our failure to comply with the contract or the equipment being faulty.
4. Services
4.1 Cancellation of Services: If you cancel a service order before the service is performed, you may be charged a cancellation fee covering preparation costs and potentially the full price for the service, as stipulated in Clause 9 of our Terms & Conditions.
4.2 Services Not Rendered: If services are paid for but not rendered due to our fault, you will be entitled to a refund for the unrendered services.
5. Exceptions
5.1 Non-refundable Charges: Any charges for delivery, collection, or related services are non-refundable once these services have been performed.
5.2 Products Exempt from Returns: Products that are made to consumer specifications or are clearly personalized are not eligible for return and refund unless they are defective.
6. Refund Adjustments
6.1 Deductions: Refunds may be adjusted for any reduction in the value of goods if this has been caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
6.2 Proportional Refunds: For services or rental contracts that have commenced, refunds may be proportionally adjusted to cover the period of service or rental that was actually provided.
Contact Us
For further assistance, please contact our customer service team at [provide contact details]. We are committed to ensuring your satisfaction with our products and services. Your rights, as mentioned, are in accordance with the Consumer Rights Act 2015 and other applicable legislation.
