RETURNS & REFUNDS POLICY
21-Day Return Window
Under your statutory rights, you have a 21-day window to return an item if it’s not quite right. During this time, you can also cancel or adjust your order if it hasn’t been dispatched yet. Just reach out to our Customer Support team by phone or email within 21 days, and we’ll be happy to help with your return.
Return Conditions and Fees
If you decide to return an item, the following conditions and fees apply:
- Unopened, Unwanted Items – A collection fee of £15 plus VAT applies if you’re returning an item that’s unwanted, unopened and in good condition.
- Opened Items – Items that have been opened but can no longer be sold as new may incur a restocking fee of up to 25% of the item’s cost. If items are returned with significant damage occurring after delivery, customers may be responsible for the product’s full cost.
- Original Packaging – Items must be returned in their original packaging.
Damaged, Defective, Or Incorrect Items
If your item arrives damaged, defective, or is incorrect, please notify us within 48 hours of delivery to qualify for a free return. Our Customer Support team will guide you through the return, replacement, or refund process.
How to Start a Return
To start a return, contact Customer Support by phone or email and include your order details. We’ll assist you with the return and, if applicable, arrange for collection and notify you of any related fees.
Processing Your Refund
Refunds are typically processed within 3-5 working days of receiving your return and will be issued to the original payment method. Collection fees and any restocking fees, where applicable, will be deducted from the refund amount.
Questions About Your Return? Get in Touch
If you need further assistance, please reach out:
- Phone: 028 9024 1181
- Email: info@cssuppliers.co.uk (please include your order reference number)
- Opening Hours: Monday to Friday (9 am - 5:30 pm), Saturday (10 am - 4 pm)
Old Returns & Refund Information Below – Please Ignore
Returns & Cancelling Goods
When you purchase online or by phone you have a statutory right to return unopened goods up to 21 days after receiving your order: this is the cooling off period. (European Directive on Distance Selling) We can change or cancel an order up until it is dispatched. If the order has been dispatched, you can return the unopened goods to us and we will organize a refund (excluding original delivery cost of £20 and cost of return £20). Allow 3-5 working days on receipt of returned goods for the funds to be credited to your account.
Any breakages/damages must be reported within 24 hours of delivery. Please include your reference number and email info@cssuppliers.co.uk or call 028 9024 4592 If in the event that a manufacturing fault occurs within the warranty period, please inform us of this as soon as possible.
If you wish to cancel your goods, we ask that you advise us within 21 days of receiving them. We reserve the right to charge for the collection of goods, normally £20 and the cost of the initial delivery £20. You must notify us in writing during this period of your intention to cancel.
Goods must be returned in their original packaging . If goods are returned damaged you may be liable for the full cost of the goods. Opened, damaged packaging or soiled goods will result in a restocking charge of up to 25% of the value of the goods, as we are unable to sell these goods as new.
Pre-ordered goods and goods not dispatched can be canceled at any time by email. Allow 3-5 working days for the funds to be credited to your account.
This does not affect your Statutory Rights under the sale of goods act.
