1.1 We understand that from time to time you may ask to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers in the UK. Customers outside the UK may be able to return goods by special agreement.
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) We have agreed with you that we will accept return of the product and that it is returned within the time frame agreed.
(b) the returned product is unused, and otherwise in a condition enabling us to sell the product again, unless the product is being returned under warranty.
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply. See 4.
3. Returns procedure
3.1 In order to take advantage of the provision in this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.
3.2 Products returned under this policy must be sent to Industrial Engines, Wilton Road Industrial Estate, Humberston, Grimsby, DN36 4AW, UK.
3.3 You will be responsible for paying the carriage costs associated with returns under this policy, unless we have agreed otherwise.
3.4 We may agree with you to arrange collection from you of the goods to be returned.
4.1 The following kinds of products may not be returned under this policy, unless by agreement due to warranty problems.
(a) any product made to your specification;
(b) any product brought in specially for your order;
(c) any product personalised or adapted for you;
5.1 The amount we give you as a refund will be agreed at the time of the request to return the product, and it must be properly returned by you in accordance with this policy.
5.2 We will not refund to you the original delivery charges relating to the returned product, unless we have agreed otherwise.
5.3 If the product is returned as faulty and you have requested a repair, replacement or refund, we will examine the returned product and will notify you of our assessment by phone or by email within a reasonable period of time. We will then agree with you the best course of action whether it be repair, replacement or a refund in full or part.
5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
6. Improper returns
6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
7. Our details
7.1 This website is owned and operated by Industrial Engines.
7.2 Our principal place of business is at Wilton Road Industrial Estate, Humberston, Grimsby, DN36 4AW, UK
7.3 You can contact us by writing to the business address given above, by using our website contact form, by email to firstname.lastname@example.org or by telephone on 01472 210888