7. RETURNS POLICY
Thank you for your purchase. We hope you are happy with your order. However, if you are not completely satisfied for any reason, you may return the item(s) to us for refund, credit or an exchange. Please read below for more information on our returns policy.
If You Change Your Mind
7.1 You have a legal right to cancel your order (subject to certain exceptions, see clause 7.1.1 below) for any reason within 14 (fourteen) working days from the day after you receive the goods.
7.1.1 Orders for custom or non-standard stock items/quantities cannot be cancelled once placed. These items are non-returnable unless deemed faulty by the manufacturer.
7.2 To cancel, please contact our customer service team at enquiries@charter-controls.com. Upon receipt of your cancellation request, we will issue a unique Sales Return Authorisation (SRA) number and document. Please retain evidence of your cancellation notice, such as an email confirmation.
7.2.1 If you wish to exchange goods instead, you may do so within 28 (twenty-eight) days of receipt. Delivery charges may apply.
7.2.2 For returns outside of this period a 20% restocking fee may be applied.
7.3 You must return the goods to us at your own risk and cost within 14 days of notifying us of your cancellation. Include the goods along with a copy of the SRA document to the following address:
Unipower (UK) Ltd T/A Charter Controls
Plot G, Ponswood Industrial Estate
Drury Lane
St Leonards-on-Sea
East Sussex TN38 9AY
7.4 Returned goods must be returned in re-sellable condition, i.e. unused/new condition, including all original packaging, labels, tags and instructions where applicable.
7.5 You are responsible for any courier costs when returning goods.
7.6 We will ordinarily refund the purchase price of the returned items only.
If Things Go Wrong
7.7 If you believe the goods are defective, do not continue to use them. Notify us in writing with as much detail as possible. Upon review, we will issue an SRA number and document.
7.8 You must take reasonable care of the goods before returning them. If they are used, damaged, or handled beyond what is necessary to inspect them, we may reduce your refund accordingly.
7.9 We warrant that our goods are of satisfactory quality and fit for their intended purpose.
7.10 If you return goods within 30 days of receipt due to a defect or fault (excluding change of mind), we will inspect the goods and, if accepted, offer a replacement (where possible) or a full refund.
7.11 If the return is made after 30 days, we may offer a replacement, a similar alternative product, or a refund. In some cases, a repair may also be possible.
7.12 We will only provide a refund or replacement if the defect is not due to:
- normal wear and tear
- deliberate or accidental damage
- misuse or negligence
- failure to follow instructions
- unauthorised alterations or repairs
Any refund will include original delivery charges and the reasonable cost of returning the goods to us (please advise of costs at time of return). If we find no fault, your cancellation rights will be limited to clauses 7.1 to 7.6. This does not affect your legal rights.
Returning Goods
7.14 You may return goods as follows:
7.14.1 Return the goods by courier or recorded delivery to the address provided in clause 7.3.
7.15 We aim to process refunds or replacements within 14 (fourteen) days of agreeing to the return.
7.16 For all returns, we strongly recommend using tracked recorded delivery service. It is the customer responsibility to ensure that returned goods are securely packaged. We are not responsible for goods lost or damaged in transit.
If you have any questions concerning our returns policy, please contact us at:
Telephone: 01424 850660 or
Email: enquires@charter-controls.com