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Returns & Damaged Goods | Gas Equipment Direct

RETURNS & DAMAGED ITEMS

We want you to love your purchase from us, however if you are not entirely satisfied with the product purchased please let us know and we will work with you to make it right.
 
We offer all customers a 14 days return policy from the day of purchase receipt.

To be eligible for a return, the goods must be unused and in their original condition*.
 
Any damages incoured on the return of the ite must be claimed back by the customer. For this reason we advise you opt for a postal service that covers the full cost of the item in the insurance policy.
 
How do I return my order?
 
Once the form below has been completed in full and sent to us, please return the goods to the following address:
 
Goods In
Gas Equipment Direct
ID: ORDER NUMBER: / SURNAME: (Your Order Number / Surname)
Prospect House
Loddon Industrial Estate
Loddon
Norwich
Norfolk
NR14 6JD
 
Please ensure that the label on the box has your order number and surname and if possible, include the dispatch note within the box.
 

RETURNS FORM

Returns - Damaged in Transit

Please note any damages occurred in transit of the item return, must be claimed back by the customer via the courier they return with. We will inform customers of the damage, attach a photo as proof for the claim and hold the broken item for 7 working days. After the 7 days, the item will be disposed.
 
Return To Sender
In the case that you are not in when the item is to be delivered, the item may be held at a UPS access point. After a certain amount of time this will be returned to our warehouse. Once the item has been returned we will QA the item and an automatic refund will be issued. This can take upto 7 days after the item is back with us.

Returns / Damaged Good FAQ's

How long does a refund / replacement take?
Once the goods have been received back, our QA Department will inspect the goods and upon successful inspection, our Accounts Department will be notified and a refund will be issued within 7 days.
Please note: We will only refund the basic delivery cost of getting the goods to you so if you have opted for an enhanced delivery service e.g. Next Day delivery, the fee that will be refunded is the basic delivery cost (Standard delivery fee) and not the enhanced delivery fee.We will not process a refund until the item has been received and checked at our warehouse.

Damaged / Faulty Items
If you wish to return the goods because they were damaged when you received them, please tell us about the damage within 5 days of receipt of purchase
 
If you are returning an item due to damage, fault, not as described or any other physical defect, please email [email protected] and provide an image(s) of all relevant points of damage / fault within 5 days of the receipt of purchase. If the return form is submitted outside 14 days return policy, no refund will be given.

*Failure to provide images depicting all damage of items before the return item(s) may result in a delay in the replacement / refund process.
 
We will attempt to collect damaged items where specified. If you are not in a label will be left to post the item back.
 
After the collection attempt, if the items are not collected it will then be the customers responsibility to send the damaged items back either with the label provided or pay the cost of this before the refund / replacement process is started. 
 
Ebay Returns
Please follow the return process above but label your return ebay after your surname.

If you have any further questions regarding your return, please email [email protected] with your details and images and our helpful staff are on hand to resolve any issue as quickly as possible for you.