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You have the right to cancel your order within 7 days from the date of delivery. You must advise us of your intention to cancel within this time period and we will issue you an RMA Returned Material Authorisation number that must be quote on all paperwork.
Should you wish to return or exchange any item or if you have made a mistake on your order please contact our Customer Services Department as soon as possible.
RETURNED MATERIAL AUTHORISATION (RMA)
Returns cannot be accepted without prior authorisation. An RMA number will be issued and must be included with the returned item without defacing or damaging the item or its packaging - please do not write directly on the items package.
Items without a valid RMA number cannot be accepted and may be disposed of.
Once a return authorisation is issued the goods must be received by our returns department within 14 days, if the original shipping destination is within the European Economic Area, or 30 days for other territories. We are unable to accept returned items after this time.
To obtain an RMA number please contact our Customer Services Department.
ITEMS THAT ARE NOT RETURNABLE
We are not obliged to accept returned items if:
* They are not returned in the condition they were received including the original unmarked and unopened packaging.
* They have obvious signs of use.
* They are returned more than 14 days after an RMA number is issued, within European Economic Area or 30 days for other territories.
* You have been in possession of items for more than 7 days.
FAULTY OR DAMAGED ITEMS
If you have received a faulty or damaged item please contact our Customer Services Department.
We will arrange an RMA number and either a replacement part or full refund once the goods have been received back and inspected. In the event of a valid fault we will additionally refund or credit the return carriage costs.
In the event of a replacement item being out of stock we reserve the right to offer a full refund without further obligation.
We reserve the right to replace faulty or damaged items and request disposal of original goods without the need to returned.
Please note that it may take up to 5 working days to process returns.
HOW AND WHEN REFUNDS ARE PROCESSED
We will notify you via e-mail of your refund once we have received and processed the returned item. We will issue a refund in the same form of payment as originally used for the purchase within 3 to 5 working days of our receiving your return. (If you have paid by cheque, it may take longer for you to receive your refund.)
HOW REFUNDS ARE CALCULATED
Full refund of the cost of the goods is wholly conditional upon the above terms being met and a refund authorised only after a full inspection of the goods by our Returns department to check for completeness and correct product return.
* Unwanted goods received back complete as NEW and unused and in original box and packaging including all accessories and in a re-saleable condition:
You will be refunded the full invoice amount less the cost of delivery.
* Goods received back in damaged or otherwise not re-saleable condition:
We are unable to accept these back under the above terms and you will need to arrange for the goods to be re-delivered at your own cost.
Please note: that if a part is ordered incorrectly or you change your mind after the item has been despatched, a re-stocking fee of 15% plus carriage costs will be deducted from any refund issued. This does not affect your statutory rights.
WHERE TO SEND YOUR RETURNS
Once your return has been authorised by one of our customer services team, please send your returns to the address below:
Valve Spares & Surplus Ltd
c/o Unit 3, Woodrow Way
Gloucester
GL2 5DX
United Kingdom
Do not return goods without an authorisation number as they cannot be accepted and may be disposed of.
CUSTOMER SERVICES DEPARTMENT
Telephone: (+44) 845 004 4361
9.00am - 4.30pm (GMT)
email: support@valvespares.net
You can contact one of our customer services team using either the email or telephone number above. If contact is made by email please allow up to 24hrs for a response.
If calling please note our normal hours of work particularly overseas customers.
CARRIER
Most smaller items can be delivered using Royal Mail.
For heavier or time critical items you should consider selecting shipment by overnight carrier or private courier. In the unlikely event that you have not received all or part of your order within the estimated delivery time, please contact our customer services department, quoting your order number and details of the items affected.
Collections are welcome, either in person or via your own carrier. You should satisfy yourself of the terms offered by your nominated collection representative.
INSURANCE
Transportation insurance can be offered for certain shipments. Please contact us for details if you require this option.
OVERSEAS ORDERS
Overseas customers can arrange for collection of their goods and we will advise by email when available for pick-up, package weight and dimensions.
Alternatively for shipments outside the UK please contact us for pricing options and delivery times.
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