Refund policy
Return and Refund Policy
Business-to-business sales
This website is intended exclusively for customers purchasing goods wholly or mainly for business purposes. By placing an order, you confirm that you are acting in the course of a business and not as a consumer.
Nothing in this policy excludes or limits any rights or liabilities that cannot lawfully be excluded or limited.
Requesting a return
You must request authorisation before returning any item. Returns sent without prior authorisation may be refused.
Return requests for non-faulty goods must be made within 14 days of delivery. Approved goods must then be returned promptly and, in any event, within 14 days of receiving return authorisation.
You can request a return in either of the following ways:
- Sign in to your customer account, open the relevant order and submit a return request using the self-serve returns option; or
- Email sales@cateringsparesonline.co.uk.
When requesting a return, please provide:
- Your order number
- The item or part number
- The reason for the return
- Photographs where requested
Submitting a return request does not mean that the return has been approved. We will review the request and provide return instructions if it is accepted.
Do not return goods directly to the manufacturer or supplier unless we instruct you to do so.
Non-faulty business returns
Approved non-faulty business returns are subject to a 25% restocking charge.
To qualify for return, goods must be:
- Unused and unfitted
- Complete and undamaged
- In their original packaging
- Suitable for resale
- Returned with all instructions, accessories and components supplied
We may refuse a return or reduce the credit where goods have been fitted, tested beyond reasonable inspection, marked, damaged, altered or returned with missing or damaged packaging.
Original delivery charges are not refundable on non-faulty business returns. The customer is responsible for return carriage and for ensuring that the goods reach us safely.
Special-order and non-returnable goods
Unless faulty, incorrectly supplied or otherwise agreed by us, we cannot accept returns of:
- Specially ordered or manufacturer-direct items
- Bespoke, modified or made-to-order goods
- Electrical or electronic components that have been fitted, connected or used
- Seals, gaskets or similar items removed from sealed packaging
- Clearance or final-sale items clearly identified as non-returnable
- Digital downloads once access or downloading has begun
A product being unsuitable for a particular appliance does not make it faulty where the item supplied matches the product ordered.
Customers are responsible for checking part numbers, model details and compatibility before ordering unless we have confirmed compatibility in writing.
Faulty, damaged or incorrect goods
Please inspect your order promptly after delivery.
Notify us as soon as reasonably possible if an item arrives damaged, is incorrect or appears faulty. Include your order number, details of the problem and photographs where appropriate.
Where a claim is accepted, we will provide an appropriate remedy, which may include repair, replacement, refund or account credit.
No restocking charge applies where goods are confirmed to be faulty, damaged before delivery or supplied incorrectly by us.
We may require an allegedly faulty item to be returned for inspection before issuing a replacement, refund or credit.
Damage caused by incorrect installation, misuse, alteration, unsuitable equipment, improper maintenance or normal wear and tear is not considered a product fault.
Return delivery
Return goods only to the address supplied with your return authorisation. Do not send returns to our registered office unless instructed.
Customers are responsible for return carriage on non-faulty business returns. We recommend using a tracked and adequately insured delivery service.
We cannot issue credit for goods that are lost or damaged during return transit.
Where goods are faulty or were supplied incorrectly by us, we will arrange or reimburse reasonable return costs where agreed in advance.
Refunds and credits
Approved refunds will normally be made to the original payment method.
We may withhold the refund until the returned goods have been received and inspected.
Any applicable restocking charge, return cost or reduction for damage, missing items or damaged packaging will be deducted from the refund or credit.
Bank and card processing times are outside our control.
Contact
Catering Spares Online Ltd
Email: sales@cateringsparesonline.co.uk