We aim to despatch all orders to the complete satisfaction of our customers. However, we know there may be the odd occasion when there are issues with the goods that you receive. We will also seek to resolve other issues, such as longer than expected lead times or delays in the delivery of your order.
If you are a consumer you have a right to cancel an order (for any reason) from the time of order up to 14 days from receiving the goods (14 days from receipt of the last package if the goods are sent in more than one delivery). To cancel your order, you must notify us in writing (which includes letter or email). Please be aware that the goods in question must be returned unopened, unaltered, undamaged (by you) and returned sealed in their original packaging with all original tags, and instructions or similar.
Please provide us with your web order number and the email address you used when the order was placed so we can identify your order. If you require assistance please contact one of our team via the chat option.
Exceptions: there is no automatic right to cancel if an item has been ordered in by us especially for you and we have told you that it will be (in this case we are to that extent purchasing the item(s) as your agent and supplying you on our terms) or an item is bespoke for you or customised or adapted for you (e.g. a mandrel has been ground to a specific diameter).
If you are a business or buying on behalf of a business you do not have an automatic right to cancel without reason but give us a call anyway and we will see what we can do.
If a product is faulty please follow the same procedure as for a consumer cancellation - call us on 01865 378200 or email us using our Contact form.
If you are returning goods (whether for cancellation or they are faulty) please do so in the original packaging and include all instruction manuals and similar. For no fault cancellations as a consumer you are responsible for the payment of return shipping charges. For returns where there is a fault, you pay the postage/courier up front and we will expect to reimburse the charges when we receive them back and confirm that they are indeed faulty. Goods must be returned to us within 14 days of your notification of return or cancellation. In either case all returned goods should carry a copy of the original invoice and a completed Returns form. We recommend that you keep a copy of these for your own records.
Refunds will be made to the same account/card that payment was taken from. However if you have used or damaged goods or returned them without the original contents or unnecessarily damaged packaging we may adjust the amount of the refund given (or in extreme cases give no refund at all) to take into account the knock on effect on what we can subsequently sell them for.