Avocet Returns Policy forms part of, and must be read in conjunction with our Terms & Conditions of Sale.
Avocet Hardware Group Ltd reserve the right to change this Returns Policy at any time.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so that we can investigate.
Before attempting to return an order you will need to email our customer service team to request a returns authorisation number (firstname.lastname@example.org). Without this number it can be difficult to process your return meaning that the process may take longer or that the goods may go missing.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Right to Cancel
You have the right to cancel this contract within 14 days without giving reason.
You then have a further 14 days to physically return the goods.
The ‘right to cancel period’ will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement. You may use the example model cancellation form below, but it is not obligatory. All cancellations do have to be confirmed via email to email address; email@example.com
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse to you the goods value received from you.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of incorrect ordering or handling by you (accessories, services and carriage charges).
We will make the reimbursement upon the goods being returned back to Avocet Hardware Group Limited; not later than:
(a) 14 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. If the goods are being returned due to incorrect ordering or goods no longer required, you will have to bear the direct cost of returning the goods.
Model Cancellation Form
Please do not use this address to return goods (prior to emailing the returns request and receiving your returns number) as you risk delaying or not receiving a refund/resolution if you do so.
To: Avocet Hardware Group Limited., Brookfoot Mills, Elland Rd, Brighouse HD6 2RW
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods, sign the carrier’s delivery note as ‘goods damaged’ and contact us immediately. Refusal may actually result in a delay of the parcel being returned. Not signing the delivery note as ‘goods damaged; may result in a disputed claim.
You can contact us via email. Please attach any pictures you have of the damage to the email. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this, we ask that you contact us via email. Please provide details of the fault and where possible attach pictures to your message.
All returns of faulty goods, will be sent forward to our Quality Control department to be thoroughly checked and tested for the fault mentioned by you (the customer). If there is no fault found with the goods, a refund shall not be authorised and the goods shall be returned back to you.
How do I arrange a return?
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we shall email you a returns form with a unique return authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
If the goods are faulty or supplied incorrectly; we shall send you a stamped addressed envelope.
If the goods have been ordered incorrectly; you will need to return the item back to Avocet at your own cost and also obtain a proof of postage receipt. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, Avocet shall endeavour to offer a like-for-like product.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Any goods ordered incorrectly (ie: specifically extra cut keys) are not refundable as they are cut to your order and are not a re-stockable item.
If the key/s are faulty, we will re-issue a replacement key or refund the cost following our quality policy to identify the reason of failure.
Keyed alike cylinders are again a specifically requested product so we cannot refund any associated charges with these either. We will endeavour to accept back built to code locks but there will be a cost incurred to cut at least 3 keys to operate the lock in order for it to be restocked.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For example:
– If we sent you the wrong item
– If the item is damaged or faulty
– Where you are returning a like-for-like product which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
However, you are entitled to a refund of your return shipping costs if you placed your order through PayPal and activated the PayPal Return Service prior to your purchase. These costs must be covered by you if you do not have this service. We recommend again a delivery service that assures you of the value of the goods. If you have used PayPal Return service (prior to the order being placed), you can then have the costs incurred reimbursed by PayPal.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at:
Customer Service Department
Avocet Hardware Group Limited