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RETURNS & DAMAGED ITEMS

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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.

If you want to return an item to us, you have 14 days from receiving your order to let us know you want to return it (by emailing us or using our returns form), and a further 14 days from this to physically return your items back to us. If either of these timeframes expire, we reserve the right to refuse a refund. It is then the customer’s responsibility to collect any goods from us that they have returned outside of the allotted timeframe and have therefore had the refund rejected. After 30 days of items being returned to us while ineligible for a refund, the items will be disposed of and unavailable for collection, so please arrange for collection of these items to occur within 30 days of us receiving them.

To be eligible for a return, the goods must be unused and in their original condition*.

Any damages or losses incurred on the return of the item must be claimed back from the return’s courier by the customer. For this reason we advise you opt for a tracked postal service that covers the full value 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 up to 7 days after the item is back with us.

Returns / Damaged Good FAQ’s

What condition will I receive my item it?

We double-check all orders before they are dispatched from our warehouse and make every effort to ensure the items you receive are in good condition. However, due to the manufacturing process of the fibreglass and plastic parts we sell, small defects such as dents, chips, scratches and scuffs may be present. This is due to how the manufacturers produce, store and ship their items – to make all items a perfect finish in immaculate condition, the cost of the item would be considerably more expensive to produce, store and ship and therefore the price of the item to the customer would be far higher. As meter boxes are designed for outside use through years of extreme weather conditions, the manufacturers have opted to keep the price to the customer down rather than achieve perfect finishes that would not last for long once subjected to these weather conditions. As a result, dents, chips, scratches or scuffs should be expected and we therefore cannot provide refunds or free-of-charge replacements for items in such condition. Please note that this is the same expected condition and finish for all manufacturers for these boxes.

Expected defects can include scratches, scrapes, dents, and chips that do not affect the structural integrity of the item. We will never send out a meter box with cracks through the material that could affect the structural integrity or lifespan of the box. If there are cracks through the material of the item, it is likely this has been done in transit by the courier and we will rectify this straight away for you.

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: Upon the return of a change of mind, or an incorrectly ordered product, we will not be able to refund any postage costs. Upon the return of an item that arrived with you damaged or faulty, we will refund the basic delivery cost of sending the goods to you. This means that 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 48 hours of receiving the item(s).

If you are returning an item due to damage, fault, not as described or any other physical defect, please email info@gasequipmentdirect.co.uk and provide an image(s) of all relevant points of damage / fault within 48 hours of receiving the item(s). 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.

All damaged items must be returned to us in their original, unfitted condition that you received them in, and in their original packaging (plus extra packaging if the original has been damaged beyond reasonable condition to be sent back to us). If the items have been received damaged and have proceeded to be installed to the job, this will be considered as acceptance by the customer of the condition they arrived in as suitable for the job.

In exceptional circumstances we may arrange to collect damaged items from their original delivery address. If you are not in for this collection, or the collection fails for any other reason, a label will be left to post the item back yourself. In this case it is 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.

Returning Orders Where Free Gifts Were Included

If you received a free gift due to spending over a certain amount in your order (eg. ‘Spend Over £50 and Receive a Free Gift’), the free gift must be returned with your order to receive a full refund for your order. If the free gift is not returned, the normal selling value of the free gift (as advertised on our website) will be deducted from your refund. You may keep the free gift if you are partially returning an order, and are keeping item(s) totalling more than the threshold for the free gift.

Ebay Returns

Please follow the return process above but label your return with “Ebay” after your surname.

If you have any further questions regarding your return, please email info@gasequipmentdirect.co.uk with your details and images and our helpful staff are on hand to resolve any issue as quickly as possible for you.

Your Rights

Information and policies on this page and across our website do not affect your statutory rights.

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