If You Need to Return or Cancel Items In Your Order
Under the Sale of Goods Act 1979, you are entitled to a refund, replacement and/or repair where goods are found to be faulty or not as described. We offer a 14 day returns policy for most of our products available for sale in the UK via our website. The 14 day period begins the day after you take delivery of your order. This policy does not apply outside of the United Kingdom, as we do not sell directly from our website to international customers. We want you to be entirely happy with the goods and services you receive from us, so in addition to your legal rights as a consumer – if you change your mind and wish to cancel your order, our 14-day refund policy still applies rather than the standard 7-day cooling-off period required by law. If you wish to cancel/ return your order or notify us of damaged / faulty goods, please tell us in writing by email at firstname.lastname@example.org. A telephone call is not enough, and your refund may be delayed as a result. Please note that some of our products are non-returnable and cannot be refunded or exchanged.
Goods that cannot be returned or exchanged are those that have been made to order, such as non-standard sized products, tank liners and pond liners.
Damaged / Faulty Goods
Please inspect your goods thoroughly upon receipt. Damages / Faults must be notified by email to email@example.com within 48 hours of receipt to enable us to take appropriate action on your behalf.
Once we acknowledge notification and a return has been authorised, goods must be sent back to our warehouse within 14 days. Unless the item is reported as damaged or faulty, the cost of returns will be borne by the customer. We reserve the right to make a charge not exceeding our direct costs in recovering the goods if they have been returned at our expense or without requesting the necessary authorisation. Goods returned more than 14 days after your acceptance of delivery will not be refunded.
How to return your item/s:
1. Your item must be unused/undamaged (unless notified) and in the same condition that you received it. Please use the original packaging where possible. Your return must include a copy of your receipt/proof of purchase. We need your full contact details in case we need to talk to you about your return.
2. Please contact us at firstname.lastname@example.org to obtain authorisation to return your goods. When you have received authorisation, you may make your own arrangements to return items and pay the appropriate charges, or for large/bulky goods, you can ask us to make collection arrangements on your behalf (we will require payment for this service). If you decide to make your own arrangements to return goods, we strongly advise using a trackable method as we cannot refund goods that do not reach us.
3. The address for returns must be displayed clearly on the packaging as follows:
Butyl Products Ltd
11 Radford Crescent
Essex CM12 0DW