Return Policy

Returning Commercial Equipment is complex and costly and so it is important for our distributors to work closely with their customer to be sure they are ordering the correct product and they are made aware of the returns policy in advance. In particular it is important to measure doorways and ceilings, the product will be slightly larger in its packaging.

We do understand that sometimes the need for returning a product will arise. Our first task will always try and find a resolution for any issue prior to agreeing a return. If a return is agreed then we will confirm the costs that would need to be recouped prior to arranging. This differs for each product we sell and also depends on whether the product needs to be collected or not.

There are also some products which cannot be cancelled/returned:

• Special Order Products - items that we do not normally stock
• Diamond Europe Products
• Used Items - we do not have a route to market for used items so regretfully cannot provide a restock value

We are happy to accept cancellations for regular stocked lines prior to them leaving our warehouse. However if the product has already left the main warehouse (which can be the case even if it is not yet out for delivery) we would need to charge.

Although we don't charge a rate for our economy delivery we do incur charges for every delivery made, whether they were successful or not. When it comes to returning an item we need to cover the original delivery, collection cost (if applicable), warehousing costs (checking product can be resold) and in most cases we also need to cover the fact that we will likely need to discount the unit to resell it as a bgrade (particularly when items have been repacked.

We don't profit from restock charges. We charge the delivery and collection cost as confirmed by the carrier (so differs based on product and postcode). We also add a restock charge of 20% which represents the warehousing cost and the discount we pass on to resell the unit.

If the customer is purchasing another item from our range this potentially saves the cost of the return and therefore we will look to reduce the restock charge of the original unit.