Order and Returns Information
[Revision 1.01, Updated 15.10.14]
This Q&A guide is intended to help if you wish to Change an Order, Cancel an Order, Return Items or if you wish to know more about our Refund Policy.
Change an Order
- Can I change my order if it hasn't been dispatched?
It may be possible to make changes to your order before it is dispatched, providing the goods are standard items (not made-to-measure or custom-made products or products made to your specification). We apologize that in most circumstances it's not possible to make changes to your order once you've placed it. If you spot a mistake in your order before receiving a Dispatch Confirmation email, please contact us immediately by phone or email. Please have your order number and order date to hand – you will be asked for these details. - Can I add products to my order?
- If you'd like to add products to your order, please place a new order for these items.
- Can I change the delivery address for my order?
- If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact us, by phone or by email. Please have your order number and order date to hand – you will be asked for these details.
- Can I change my order if it’s been dispatched or delivered?
If your order has already been dispatched or delivered, then you'll need to follow our Returns Procedure in the event of any unwanted products. See below.
Cancel an Order
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Can I cancel my order?
If you are a Consumer (i.e. you’re not ordered for or on behalf of a Company), and you have not yet received your order, you may cancel your order starting from the time you placed your order.
If you are a Consumer and the Products have already been delivered to you, you may cancel your order as long as you exercise this right no longer than 14 days after the day on which you receive the goods or services- Fill in the Returns section on your Dispatch Note and enclose it with the items you return to us.
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How do I cancel my order?
To cancel your order, please contact us in writing to tell us.- You can let us know by emailing us at info@thermotex-direct.co.uk or by sending a letter to 1A Broom Business Park, Broom Bank Road, Bridge Way, Chesterfield, S41 9QG.
- We recommend you keep a copy of your cancellation notification for your own records.
- Your cancellation is effective from the date you sent us the e-mail or posted the letter to us.
Returns Policy
- Where do I return my unwanted items to?
All unwanted goods should be returned in a re-saleable condition (unless faulty) to:
Thermotex Engineering Ltd.,
1A Broom Business Park,
Broombank Road, Bridge Way,
Chesterfield, Derbyshire,
S41 9QG. - How can I return my items?
By Royal Mail:
You may post unwanted items back to us using Royal Mail up to a maximum parcel size of 61cm x 46cm x 46cm or a maximum weight of 5kg. Please make sure you obtain a certificate of postage from the Post Office and keep the receipt for your records.
By Courrier:
For large or heavy items, please contact us to arrange collection. You can contact us by phone on 01246 453769, or by email to info@thermotex-direct.co.uk. - Who is responsible for the cost of returning unwanted items?
You are responsible for the cost of returning any unwanted items (provided that the items were not faulty or mis-described). - What do I need to include with my unwanted items?
Fill in the Returns section on your Dispatch Note and enclose it with the items you wish to return. - When should I return my items?
Please return any unwanted items to us as soon as reasonably practicable. You must return unwanted items within 14 days of your cancellation notice.
Please note that you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession. - Unwanted items should be returned in a ‘re-saleable condition’. What is meant by this?
It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that the goods are in their original packaging and with all component parts and any promotional items received, and that they’re undamaged and unused.
Refunds Policy
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I am a consumer. Am I entitled to a refund for any unwanted goods?
If you are a Consumer and you cancel your order within the period stated above (within 14 days after the day you received your order), you will receive a full refund of the price you paid for the Products.
• We'll refund any applicable delivery charges you've paid if you return an entire order.
• We'll also refund any reasonable costs incurred by you in posting the items back to us.
• We will process the refund due to you as soon as possible and, in any case, within 14 days
of the goods being returned (or being provided with evidence that they were returned).
If you are a Consumer and wish to cancel your order more than 14 working days after the day you received your order, we reserve the right not to offer you a refund in full.- We reserve the right not to reimburse applicable delivery charges.
- You will be responsible for the cost of returning the Products to us.
- Accepted returned items may be subject to a restocking charge.
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I am a business customer. Am I entitled to a refund for any unwanted goods?
If you are a Business Customer and wish to cancel your order, we reserve the right not to offer you a refund in full.- We reserve the right not to reimburse applicable delivery charges.
- You will be responsible for the cost of returning the Products to us.
- Accepted returned items may be subject to a restocking charge.
- Am I entitled to a refund for any made-to-measure or custom-made products or products made to my specification?
Unfortunately, we cannot offer a refund for any made-to-measure or custom-made products or products made to your specification, (unless the products are faulty or mis-described). - Am I entitled to a refund for faulty or mis-described goods?
If you have returned the Products to us because they are faulty or mis-described, we will refund the price of a defective Product in full, including any applicable delivery charges, and any reasonable costs you incur in returning the item to us. - How will refunds be made?
All refunds are made to you on the credit card or debit card used by you to pay. - When will I receive my refund?
We will make any refunds/reimbursements no later than 14 days after the day we receive back from you any goods supplied. - Is my refund subject to any deductions?
We reserve the right to make a deduction from any refunds/reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
