1. Returns Policy

1.1 We offer customers the option to request a refund or exchange up to 28 days after receiving your product(s).

1.2 This Returns Policy is separate from, and does not affect, the legal 14-day consumer “cooling off” period. Please see our Sale of Goods T&C’s for more details. So, if you are a consumer, this Returns Policy only applies to returns sent back to us on days 15–28 after receipt or if you don’t otherwise qualify under the 14-day cooling off rules as explained in our TCs. 

1.3 If you are a consumer, you also have certain legal rights if you purchase products which then turn out to be faulty. You can obtain further information about these legal rights by contacting the Citizens Advice Bureau (www.citizensadvice.org.uk or call 03454 04 05 06). 

1.4 If 28 days have gone by since the product was delivered to you, unfortunately, we can’t offer you a refund or exchange for unwanted items. 

 

2. Refunds

2.1 Please note that we are not able to offer refunds or exchanges for bespoke products made to your specification, for example chains, flexes cut to order and flex sample boxes. 

2.2 If you are unhappy with your product(s) and would like to return your purchase this can be arranged free of charge by using DPD pick up shop or a Post Office if using Parcelforce. Simply use the returns label provided with your delivery. You must notify us via email at support@industville.co.uk and send the items back within 28 days of receiving the product(s) and return the item in its original packaging in a condition that is suitable for resale together with proof of purchase.  

 To return the items simply follow the simple steps below:

1. Find the 'Return your Parcel' label that came with your parcel. 

2. Complete the label with your order number (this is vital as without it we can't match up your order to your return).

3. Peel it off and stick it on the parcel, removing or covering any old labels.

4. Visit www.dpd.co.uk/pickuplocator for DPD or www.postoffice.co.uk/branch-finder for Parcelforce to find your nearest store and drop off your parcel. You will be given a receipt, so you can track your return. 

If you haven’t received a returns label in your parcel, please contact us either by emailing us at support@industville.co.uk or by calling 0207 971 7871 and we can send you a returns label via email.

2.3 Upon receipt of your product(s) we will: 

2.3.1 inspect them to check that they are in their original packaging and are suitable for resale. Should the products fail the inspection they will remain your property and you will be responsible for their collection at your expense; 

2.3.2 refund you the price you paid for the products; and 

2.3.3 make any refunds due to you as soon as possible and in any event within 28 days after the day on which we receive the product back from you. 

2.4 We recommend that you insure the product(s) during transit and put into another box or wrap well to protect the original packaging. 

2.5 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the product we may refund you in vouchers. 

2.6 Postcodes that begin with BT, EI, GY, HS, IM, IV, JE, KW, ZE and orders outside the UK are excluded from the free returns service via DPD. However a DPD collection service may be available. Collection fees will apply and a quote can be provided on request. All 'Express Delivery' and International Delivery charges are non-refundable. 

3. Exchanges

3.1 We hope that you love your products, but we will happily replace or exchange your product(s) if you change your mind provided that you notify us within 28 days of receiving the product. 

3.2 If  you change your mind within 28 days of receiving your product and would like to exchange your product for another one on our site, just send us an email at support@industville.co.uk. 

3.3 You must send the items back within 28 days of receiving the product(s) and return the item in its original packaging in a condition that is suitable for resale together with proof of purchase. 

3.4 Please note that you will be responsible for paying for your own delivery costs when returning your item if you choose to return the items via your own courier. 

3.5 Industville offer a free return service for all UK orders. Large items and postcodes that begin with AB, BT, EI, FK, GY, HS, IM, IV, JE, KA, KW, PA, PH, TR, ZE are excluded from this service for DPD. Large items are also excluded for free returns via Parcelforce. All customers should receive a free DPD or Parcel Force returns label included with your delivery, if not please contact support@industville.co.uk and a free returns label can be sent via email

Please note that for returns or exchanges, you will need to send them to the address below:
Industville Ltd. 24 Quadrant Court, Greenhithe, DA9 9AY

 

Visit our FAQ page to find answers to the questions we get asked the most. If you have a question that you can’t find here please feel free to contact support@industville.co.uk

 

Effective date 09/04/2024