Returns Policy

Returns, Damages & Cancellations

Returns

We realise that sometimes, even after you have put all the time and effort into making the right choice you might need to return your order.

We will always try to give you as much information as possible about our products and try to ensure that we leave no stone unturned when it comes to letting you know all the features and specifications. However, there is always the possibility that the product isn't quite what you were looking for, or you might have ordered the wrong size. Please feel free to inform us at sales@countyindustrial.co.uk if you feel we failed to mention any information that should be listed.

We are happy to offer you a 14 Day Returns Policy. This means that you can return any item you have ordered as long as you inform us within 14 days of taking delivery. Please complete a return authorisation request within your account area on the website. This is done by logging in, going to 'View your order history' under the 'My orders' heading and selecting the 'view' icon ( a piece of paper with the magifying glass) alongside the order you wish to return an item(s) from. At this point, click the 'Return' button allonside the item(s) to return.

IMPORTANT: As the goods may be required to be returned directly to manufacturer or our repair agents for example, this is an authorisation request only. You will be notified when and how to return the goods (Goods returned without authorisation may be refused at our discretion)

We offer this service on the following conditions:

  • All items must be in their original packaging and in a saleable condition. We cannot accept returns of items that are not in their original, undamaged packaging and not in the same condition as when delivered.
  • We have to have been informed that you wish to return your order within 14 days of you receiving the order. The first of these 14 days is the day you take delivery.
  • Carriage charges for unwanted returns will be at your expense; however we can arrange collection for £15.99 per parcel. For larger/heavier items the collection fee will be priced on application.
  • We will refund any amount due to you within 14 days of the day we receive the item(s) back.

Damages

We have chosen our delivery partners carefully to ensure that we can offer the highest standard of service. We accept however, that there is always the slight chance something may get damaged in transit however hard we try to avoid this. If you do receive an item that is damaged, here is what you need to do.

  • If you notice there is damage to the item while the delivery is in progress you may refuse to take delivery of the item. If you do so please make sure you sign the couriers manifest "damaged on delivery - refused" and inform us immediately via email that this has happened.
  • If the packaging looks damaged but the item itself look undamaged, please accept delivery but sign the manifest "packaging damaged".
  • If you find that your order has been delivered damaged/ missing parts, please report this to our customer service team either via phone call or email within 48 hours of receiving the order. Failure to do so will mean we are unable to assist further in such instances.
  • If you do have to refuse delivery or later find the item to be damaged then we will arrange for collection (if applicable) and send you out a replacement as soon as possible.
  • Please note where we find items not to be defective and have incurred transport costs you will be liable for these charges.

Cancellation Rights

In addition to our returns policy, you can cancel your contract with us at any time within 14 working days beginning on the day after you receive the product(s) which are subject to the contract “cooling-off period”.

To cancel your contract, you must notify us in writing within the 14 day Cooling-Off Period to:
County Industrial Supplies Ltd, County House, Chapel Street, Pontnewydd, Cwmbran, NP44 1DL

Please then feel free to return the products in accordance with the DSR. Notification of return of your products via email will not constitute notification of cancellation of your order for the purposes of your statutory rights to cancel the contract. Please note that in order to cancel your contract, you must return all the products that were covered by the order. You must take reasonable care of the products that you wish to cancel and not use or wear them. If unfortunately you would like to cancel your contract with us, we will refund the amount due to you within 30 days of the day you have given notice of your cancellation, this will include your original delivery charges, returns postage will be at your cost.