Our returns Policy

We want you to be happy with your purchase, but we understand that there are times when you need to return products to us for one reason or another. This page aims to make that process as clear and simple as possible.

It’s crucial we are made aware of all returns prior to sending back to us, and you must follow the terms and conditions highlighted below as per Consumer Contract rules.

Basically, as long as they are in saleable condition, in their original, unopened packaging, you will be fine.

If we find that the product has developed a fault or damage caused by accident, misuse, negligence or normal wear and tear, we are under no obligation to replace the item or issue a refund. Your statutory rights are not affected.

How to return

• Carefully package the items you want to return in the original shipping box or a suitably, secure alternative package.
• You must include your order number so that we know it’s you who has sent it. Without that, we won’t be able to conduct a refund.
• Please send your returns to:
  
  RETURNS
  Certifix Ltd
  14 Barn Close
  Langage Industrial Estate
  Plympton
  Plymouth
  PL7 5HQ
  
  
• For larger items that can’t be sent through traditional parcel delivery networks, please contact us at returns@certifix.co.uk , fill out our online contact form or call 0161 672 3333 to discuss your options.
• If we arrange a collection, you must obtain a signature from the collector.

What can’t be returned

Unfortunately, we can’t accept every product back as we will need it to be in a condition to resell it as if it were brand new. Here’s a list of products you can’t return:

• Boxes which have been opened (The label must still be intact)
• Coated products
• Bespoke products
• Products which have been altered from their usual form to suit the customer. Examples include:
  
  -Taken out if their original packaging.
  - Relabelled.
  - Cut to size.
  - Over sprayed.
  - Already fitted.
  - Attempted to repair a faulty product yourself.
  - Or altered in any way.

Not sure if you meet the criteria for a refund? Contact us at returns@certifix.co.uk, fill out our online contact form, or call 0161 672 3333 to discuss your options.

 

How you’ll be refunded

• Once received, we will check the products you sent back.
• Once booked back into stock, we will refund the original payment method unless we have agreed to repair, replace or exchange. We’ll keep you in the loop with these where applicable.
• Please allow for 14 days for this process to take place.
• Once agreed, it can take 3-5 working days for the refund to hit your account. It can often be quicker however this is dependent on your bank and how fast they are at processing it.
• Should there be a discrepancy, we will be in touch to discuss the case.

Returning faulty items

• Should you discover your product is faulty, you must notify us within 3 days from receipt of your goods.
• If your product develops a manufacturing fault within 30 days of purchase, we will exchange it or refund it as long as you can provide proof of purchase.
• After 30 days, we’ll repair or replace your product in accordance with the terms of the Consumer Rights Act 2015.
• We will either exchange or refund your order once we have received it back.

Shortage and damaged orders

• Accidents happen. Should you find that we haven’t supplied you enough of your product, or you are missing part of your order, you must let us know within 24 hours from receipt of your delivery.
• Similarly, should you receive a damaged order, you must let us know within 24 hours from receipt of your delivery.

Goods no longer required

• You have 10 working days from date of receipt to cancel your order.
• Please follow the instructions from our how to return section to arrange your return.
• Delivery costs will not be refunded.

Returns cost

• You can either drop off your order for free at our Plymouth Warehouse or return via your own courier at your own cost.
• Should the product be faulty or damaged, please contact us for us to arrange collection. We will cover collection costs.
• If your order is too big to send via standard courier services, please contact us to discuss your options.
• Please be aware there may be a handling charge and/or restocking fee. If this is the case we will notify you accordingly.

Price drop refunds

• There are many reasons why we may drop our prices. If you buy from us, and we drop our prices, you may be eligible for a refund. Each case is based on its own merits, so please contact us to discuss - returns@certifix.co.uk, fill out our online contact form or call 0161 672 3333.
• You have 35 days from date of the original purchase.
• A proof of purchase is required.

Issues with a refund

• We should have commenced a refund to your original payment method within 14 days of receipt of your order at our Plymouth Warehouse.
• Once agreed, it can take 3-5 working days for the refund to hit your account. It can often be quicker however this is dependent on your bank and how fast they are at processing it.
• If you have not been notified of your impending refund within the timeframe stated, please contact us at returns@certifix.co.uk, fill out our online contact form or call 0161 672 3333.