Refund policy

Our refund policy (From our main Terms & Conditions) See all

7. Your right of cancellation
7.1 You have the right to cancel the contract at any time up to the end of 14 working days after you receive the goods unless you are a business customer. (see below)
7.2 To exercise your right of cancellation, you must give written notice to the Supplier by hand, post, fax or email or through our designated Returns Support System giving details of the goods ordered and (where appropriate) your order number. Notification by phone is not sufficient and will not be recorded any calls as such should be followed up by the above. (7.2).
7.3 If you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to the Supplier at your own cost, we recommend using a traceable method of postage, we are not responsible for your item should it be lost or stolen in the post. If you choose to use our own returns service we will deduct the applicable service costs prior to refund, however, Ex-Pro Products Ltd are not liable for the goods until returned and logged in our depot, even when using our 3rd party returns service. The goods must be returned to the address by requesting returns authorisation. You must take reasonable care to ensure the goods are not damaged in the meantime or damaged in transit (Eg Packed correctly) and are returned unused in the condition they were supplied to you. You are fully responsible for their safe return in the condition that they were supplied; provided you have done so and requested to return goods within 7 days of the date of delivery (Cooling-off period) we will refund the purchase cost in full. In the case of faulty, incorrect or damaged goods, we shall, after receiving notification in accordance with clause 8.3 or 8.4, we will provide you with our returns service details should goods be established as "not at fault" following testing the return cost relating to the return of your product will be deducted prior to the refund as your order return will be treated as "not required" (providing it is within the cooling-off period), if the return is outside the 14-day cooling-off period we will re-deliver the order back to you at your cost by carrier or courier.
7.4 Once you have notified the Supplier that you are cancelling the contract, the Supplier will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods, subject to our terms and conditions for rights of cancellation and when the request was made.
7.5 You do not have the right to cancel the contract if the order is for computer software which has been unsealed by you, or for consumable goods that, by their nature (for example InkJet Cartridges, Bulbs or "Alkaline" batteries unsealed classed as consumable by nature of use once delivered used and installed), cannot be returned and resold once opened and used, save where a fault is discovered which could not have been discovered otherwise than by unsealing the goods.
7.6 Where an item was specifically ordered (Specific part created for specific apparatus or specially ordered parts for specific purposes) returns may be subject to a 35% re-stock charge at the discretion of Ex-Pro Products Ltd. This does not apply to business-to-business transactions where a no refund policy applies, we may exchange these goods however this exchange would also be at our discretion and subject to re-shipping charges.
7.7 Direct business transactions are exempt from the right to cancel; goods can only be returned for exchange should they be faulty within the stipulated period (if not stated 1 year, providing the unit has not been used in commercial circumstances), see Warranty returns.
7.8 If you request a returns refund beyond our 7-day policy but before 30 days for any order not required from the date of sale, this will be authorised solely at the discretion of Ex-Pro Products Ltd and may be subject to processing costs for restocking, this will be checked on an individual case basis and will be at the sole discretion of Ex-Pro Products Ltd, any decision made is final.