Refund policy
We want you to be happy with your order. If something isn't right, or you've changed your mind, this policy explains exactly how returns, refunds and exchanges work, and what to expect at each step. Nothing here affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Return summary
| Detail | Information |
|---|---|
| Do we accept returns? | Yes |
| Return window | 14 days from delivery to notify us |
| Condition required | Unused, in original condition and packaging, complete with all parts |
| Restocking fee | None |
| Return postage — change of mind | Paid by you |
| Return postage — faulty / damaged / wrong item | Paid by us, plus we refund your original delivery charge |
| Refund method | Original payment method |
| Refund time | Within 5 business days of us receiving and inspecting the return |
| Exchanges | Available — contact us to arrange |
Changed your mind
You can return an unwanted item within 14 days of delivery. The item must be unused and in its original condition and packaging, complete with all parts, accessories and any documentation. For change-of-mind returns you are responsible for the cost of returning the goods to us. Once we receive and inspect the item, we'll refund it to your original payment method within 5 business days. There is no restocking fee.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged, or isn't what you ordered, contact us as soon as possible — ideally within 48 hours of delivery — with your order number and clear photos of the item and packaging. We'll arrange a free return and send a replacement or issue a full refund, including your original delivery charge, in line with the Consumer Rights Act 2015. You won't pay anything to return a faulty, damaged or incorrect item.
Exchanges
If you'd prefer a different item — for example a different size or specification — contact us and we'll arrange an exchange where stock allows. For change-of-mind exchanges you cover the cost of returning the original item; we'll dispatch the replacement once the original is on its way back or received.
How to start a return
Starting a return is simple:
- Email sales@safetysuppliesuk.co.uk or call +44 1282 270214 with your order number and the reason for return.
- We'll confirm your return, provide the return address, and (for faulty, damaged or incorrect items) arrange a prepaid return.
- Pack the item securely in its original packaging and send it to the address we provide. We recommend a tracked service for change-of-mind returns, as the item remains your responsibility until it reaches us.
- Once received and inspected, we'll process your refund or exchange and email you to confirm.
Return address
Please don't send items back without contacting us first. We'll confirm the correct return address with your return authorisation. Returns are handled from our UK premises in Burnley, Lancashire.
Refunds
Approved refunds are issued to your original payment method within 5 business days of us receiving and inspecting your return. Depending on your bank or card provider, it can then take a few additional days for the funds to appear. We'll email you when your refund has been processed.
Non-returnable items
For hygiene and safety reasons, some items can't be returned once opened or used, and custom or made-to-order products can't be returned unless faulty. [Confirm the exact categories that apply to your catalogue — e.g. opened first-aid consumables, bespoke/custom-printed signage, clearance or final-sale items.] This does not affect your rights if an item is faulty, damaged or incorrect.
Your statutory rights
As a consumer, you have the right under the Consumer Contracts Regulations 2013 to cancel most orders within 14 days of receiving them, and a further 14 days to return the goods. You also have rights under the Consumer Rights Act 2015 if goods are faulty, not as described, or not fit for purpose. Nothing in this policy limits those rights.
Returns enquiries
Email: sales@safetysuppliesuk.co.uk
Phone: +44 1282 270214
Hours: Monday to Friday, 08:30–17:00 (UK time)
Safety Supplies UK (a trading name of Express Matting Services Ltd)
Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom
Company No. 07000887 · VAT # GB987256073