Returns and refunds policy

• Contact us first, within 14 days of delivery, to arrange a return. Please do not send anything back until we have emailed you return instructions.
• Items should come back unused, complete and in their original packaging.
• Return carriage is at your cost, unless the item is faulty, damaged or not what you ordered, in which case we pay.
• Bespoke items and items made to your specification cannot be returned unless they are faulty. Items that have been installed or delivered pre-built have some limits, explained below.
• We refund to the card or payment method you paid with.
• Consumers have a legal right to cancel within 14 days of receiving their goods, and are refunded within 14 days of our getting the goods back or receiving proof that they have been sent. See Part 1.
• Business customers return goods on the commercial terms in Part 2.

Our Terms and conditions explain whether you are buying as a consumer or as a business.

• Email stuartslseng@gmail.com with your order number, the items you want to return and, if you are happy to, the reason. You can also phone us on 01506 639893, but please follow up by email so that we both have a record.
• If something is damaged or faulty, attach photos of the item and its packaging.
• We will reply by email with return instructions, including where the items should go. Please wait for these before sending anything back. Items sent without instructions can go to the wrong place and take longer to deal with.

Orders often leave the warehouse quickly, so please contact us as soon as you can if you want to cancel.

• Consumers can cancel at any time before dispatch. We will refund the full amount, including delivery, within 14 days of your telling us. If the order has already left, your 14-day right in Part 1 still lets you cancel.
• Business customers get a full refund if they cancel within 24 hours of ordering and before dispatch. After 24 hours, we decide case by case whether an order that has not yet left can be cancelled. Once an order has been dispatched it cannot be cancelled, but you can ask for a return after delivery under Part 2.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order without giving a reason. You have 14 days from the day after you receive the goods. Where an order comes in several deliveries, the 14 days start the day after the final delivery arrives.

This right applies to discounted items in the same way as to full-price items.

Tell us clearly, before the 14 days are up, that you want to cancel. You can email stuartslseng@gmail.com, write to us at the address at the bottom of this page, or fill in the model cancellation form below. You can phone us too, but please confirm in writing.

Once you have told us, you have another 14 days to send the goods back, following our return instructions.

The right to cancel does not cover goods made to your specification or clearly personalised. That includes bespoke items, and items produced to order in a fabric, colour, finish or size that you chose for your order. The delivery options at checkout show when an item is made to order.

Some standard products are made to order simply because they are not kept in stock, without any choices of your own. You can still cancel those under your 14-day right. If you are not sure whether an item can be cancelled, ask us before you order.

If goods that cannot be cancelled turn out to be faulty or not as described, your rights to a repair, replacement or refund still apply.

You can still cancel an order that was delivered pre-built or installed.

If we have already carried out a pre-build or installation service at your request, we may keep a proportionate amount of the charge for that work, where the law allows. Installed items will need to be taken apart and packed before they are returned. If you would like us to arrange this, we will tell you the cost before we do anything.

Please take reasonable care of the goods until they are back with us, and return them complete, in the condition you received them and in their original packaging if you still have it. You can handle and examine an item as you would in a shop.

Where an item has lost value because it was handled beyond what examining it needed, for example assembled and put to use, or because it was damaged, we may take the loss in value off your refund.

When you cancel because you have changed your mind, the direct cost of sending the goods back is yours. You arrange the return yourself, using a carrier of your choice, and the goods are your responsibility until they reach us, so please pack them carefully.

Most furniture is too big to be sent by post, so the cost of returning it depends on its size and weight and on the carrier you use. We are happy to give you a rough return cost for any item before you buy it.

Returning goods that are faulty, damaged in transit or not what you ordered costs you nothing. See "If something is faulty, damaged or wrong" below.

We will refund the price you paid for the goods and the delivery charge you paid to receive them, up to the cost of our standard delivery. If you chose a dearer delivery service, such as next working day delivery, we refund only what standard delivery would have cost. On orders of £30 or more, standard delivery is free.

We will pay your refund:

• within 14 days of the day we receive the goods back, or the day you give us proof that you have sent them, if that is sooner
• within 14 days of the day you tell us you want to cancel, if the goods have not yet been dispatched

Refunds are made to the payment method you used, free of any fee. It can take your bank or card provider a few working days to show one. If you cannot see it, check with them first, then contact us.

The Consumer Rights Act 2015 applies alongside everything on this page. Goods must be of satisfactory quality, fit for purpose and as described, and any installation must be carried out with reasonable care and skill.

• Within 30 days of delivery: you are entitled to turn down goods that are faulty or not as described, and have your money back in full.
• Up to 6 months after delivery: we will repair or replace the goods. Where that cannot be done, or does not solve the problem, you are entitled to a refund or a price reduction.
• More than 6 months after delivery: you can still make a claim, but you may have to show that the fault was present when the goods arrived.

These rights apply to discounted items too. We pay the cost of returning goods that are faulty, damaged in transit or not what you ordered, and we will tell you how they will be collected or returned. If you reject goods and are entitled to a refund, we will pay it within 14 days of agreeing that you are entitled to it.

Please let us know within 7 days of delivery if anything arrives damaged or missing, so that we can sort it out quickly. Your rights above still apply if you tell us later. Photos of the item and its packaging help us deal with it faster.

If you would like a different item instead, contact us within 14 days of delivery. We handle that as a return of the first item under this policy, and you place a new order for the one you would prefer.

Faulty or damaged items can be swapped for the same item.

If a product comes with a manufacturer's guarantee, it is in addition to your legal rights and does not replace them.

The consumer right to cancel in Part 1 does not apply to business purchases. These terms apply instead.

• Put your return or exchange request in writing within 14 days of delivery. Requests made after that may not be accepted.
• We must agree every return before anything is sent back. Items returned without our agreement will not be accepted.
• Items must be unused, in the condition you received them and in their original packaging. If they are not, we may refuse the return or refund, and you will be responsible for any costs we incur.
• Return carriage is at your cost, and the goods are at your risk until we receive them, unless they are faulty, damaged in transit or not what you ordered. If we arrange a collection for you, a collection charge applies, and we will tell you the amount first.
• Bespoke and made-to-order items are not returnable, except where they are faulty or not as described.
• Items that have been installed, or delivered pre-built, cannot be returned because you have changed your mind, unless we agree in writing. Charges for pre-build and installation work that has been carried out are not refundable.
• Measure up before ordering: make sure items will fit the space and can get into the building through doors, corridors, stairs and lifts, and check colours and finishes rather than going by screen images. Returns because an item does not fit, cannot be moved in or looks different from the screen are accepted only if we agree in writing.

Check each delivery promptly. Any damage, shortage or fault must be reported to us in writing within 7 days of delivery, with photos where they help. Once we have confirmed a genuine fault that was not caused by misuse, we will repair the item (which may mean supplying a replacement part), replace it or refund it, at our choice.

Once a returned item is back and has been inspected, we will email to confirm whether the refund is approved. Approved refunds normally reach your original payment method within 5 to 15 working days. If 30 days pass without your refund arriving, email stuartslseng@gmail.com.

Using this form is optional. If you want to use it, copy it into an email to stuartslseng@gmail.com or print it and post it to us.

To: SLS Engineering Supplies, Unit 1C, Inchmuir Road, Whitehill Industrial Estate, Bathgate, West Lothian EH48 2EP. Email: stuartslseng@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

• Goods:
• Order number:
• Ordered on / received on:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is sent on paper):
• Date:

If something has gone wrong and you are not happy with how we have dealt with it, email stuartslseng@gmail.com with "Complaint" in the subject line, or phone 01506 639893.

If we cannot sort it out between us, consumers can get free, independent advice. In Scotland, contact Advice Direct Scotland on 0808 164 6000 or at consumeradvice.scot. In England and Wales, contact the Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk.

Please also see our Terms and conditions and our Shipping and delivery policy.

SLS Engineering Supplies

• Address: Unit 1C, Inchmuir Road, Whitehill Industrial Estate, Bathgate, West Lothian EH48 2EP, United Kingdom
• Phone: 01506 639893
• Email: stuartslseng@gmail.com
• VAT number: GB703750065

You can also get in touch through our contact page.