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Returns Policy

COMPLIANT WITH THE NEW CONSUMER RIGHTS ACT 2015

This must be read in conjunction with our Terms and Conditions Document

Cancellation and Returns and Refunds

SERPRO LTD does not supply goods on a trial or inspection basis. Customers are strongly advised to check the suitability and specifications of products before ordering.

You may cancel your order by giving us notice of cancellation within 14 days of the date of delivery to you . Such notice may be given by phone, mail, fax or email. Once you have done this you must return the goods within 14 Days of the date of cancellation.

If you are cancelling because of any problem with the goods, please notify us of the problem at the time of cancellation. On cancellation for whatever reason, you must return the goods to us unless we agree that you may dispose of them.

If you are cancelling for any other reason other than they are faulty, incorrectly supplied or because of unsuitable substitution by us, you must return the goods to us at your own cost. The item being returned must be packaged to prevent damage and fully insured during transit. Where returned goods are found to be damaged due to the customers failure to comply with their obligation to keep the product safe, the Customer will be liable for the full cost of the goods. If you chose to have the goods delivered by a more expensive means other than the cheapest standard delivery option offered, we do not, under the Consumer Rights Act 2015, have to refund the full outbound delivery cost, but only the cost of the standard delivery option which you could have chosen.

Where the goods are being returned due to incorrect ordering by you for whatever reason we will refund the cost of the goods but not the cost for carriage for special delivery or expedited delivery and will be subject to a 15% cancellation fee or £7.00, whichever is the greater. You must return the goods to us at your own cost.

Where the goods are being returned because they incorrectly supplied or because of unsuitable substitution by us, we will meet the cost of return and we will nominate the carrier.

Where the goods are being returned within 30 days because they are faulty we will meet the cost of return and we will nominate the carrier unless we agree that you may dispose of them. You should check with our support team to ascertain whether or not the product you are purchasing is compatible with any potential chemical of liquid you propose to use with it. In any case it is up to you to ensure chemical compatibility with any of our products. Any plastic based products that are returned due to a potential fault that shows any evidence of misuse may not receive a refund as defined under the Consumer Rights Act 2015.

We must refund you within 14 days of receiving the goods back or proof of return of the goods is provided if that is earlier.


Below are examples of Rules on Cancellation provided by www,gov.uk to help consumers and business understand the regulations better.

13. Items made to a particular, often unique specification are exempt from cancellation rights on the basis that a trader might otherwise be left with a product so specific to a particular consumer’s needs that there is no other market for it once the consumer has cancelled the contract. Judgements of what is truly bespoke will, therefore, inevitably be on a case by case basis. In the above case, the customer should be able to cancel a shirt bearing a team player name on it. However, a shirt bearing their own name would be likely to constitute a personalised item to which cancellation rights do not apply.

16. A customer recently ordered a large toy model to assemble, to be sent by express delivery, but changed their mind and returned it. Not only was it not returned in the original bubble wrap and brown box I used, but the model’s box with photo and description was torn and the plastic packets containing the plastic bricks inside had been opened. What can I do?

You cannot deduct for the bubble wrap and brown box since it would have been reasonable for the customer to remove these to see the item in the way they would in a shop. However, it would not have been necessary to go further and open the box nor especially to open the sealed packets. You will therefore be able to reduce the refund to reflect the diminished value. In addition, you will only need to refund the standard cost of delivery (provided this was offered) and not the full cost of the express delivery chosen by the customer. And provided that you told the customer that the cost of return delivery would fall to them, you need not pay for that.

17. A customer has changed their mind and returned a toaster bought online. The box is intact but there are crumbs in the toaster. Can I deduct any money from the refund? 

The consumer should be permitted to inspect the toaster in the same way that they might in a shop to ensure it is as described. Money should not therefore be deducted if it is reasonable for the consumer to remove the packaging to inspect the item. However, using the toaster goes beyond what is needed to ascertain the nature of the toaster, and is not something the consumer would do in a shop. Money can therefore be deducted to reflect diminished value. The consumer need not ‘test’ the toaster since, if the toaster proves to be faulty the consumer has rights under other legislation. 

 
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