Refund policy

Returns and Refunds Policy

1. Inspection and Returns

1.1 Inspection Upon Delivery
Please inspect your order immediately upon receipt. Any defects, damage, or discrepancies must be reported to us within 24 hours of delivery.

1.2 Return Conditions

  • Returns will only be accepted with prior written consent from our team.

  • Goods must be returned unused, in their original packaging, and in resalable condition.

  • Approved returns may be subject to:

    • A restocking fee of up to 20% for refunds issued to Cash or Card, or

    • A restocking fee of up to 10% for store credit.

  • Store credits are valid for 12 months from the date of issue. Customers are responsible for keeping track of their store credit balance and expiry.

1.3 Non-Returnable Items

  • Special order, customised, or non-standard stock items are non-returnable and non-refundable.

  • Bagged products are considered perishable goods and are not eligible for return. These are exempt under the Consumer Contracts Regulation 2014.

1.4 Return Period
Returns are accepted within 14 calendar days of receiving your order, provided the goods are unused and in their original packaging.
Returns that do not meet these conditions may be rejected.

2. Order Cancellations

2.1 Before Dispatch
Orders can only be cancelled prior to dispatch. Once an order has been shipped, it will be treated as a return in accordance with Section 1.

2.2 Customised and Special Orders

  • Customised orders can only be cancelled if work or modifications have not yet begun.

  • Cancellations of special-order items already placed with a manufacturer will only be accepted if authorised by the manufacturer. If the manufacturer rejects the cancellation, no refund or compensation will be provided.

2.3 Cancellation Fees
All cancellations may incur a 10% processing fee to cover administrative costs.

3. Damaged or Faulty Goods

3.1 Reporting Damaged Deliveries
If your goods arrive damaged, please sign for the delivery as damaged with the courier and provide photo evidence immediately.

3.2 Faulty Goods

  • Claims for faulty goods must be made before the product is used.

  • Our liability for faulty items is limited to replacement only.

3.3 Manufacturer Responsibility
All claims for defective or faulty goods will be handled in conjunction with the product’s manufacturer.
We are not liable for any loss or damage resulting from the use of defective goods.
In all cases, the manufacturer retains ultimate responsibility for rectification.

3.4 Refunds and Replacements
In the event of damaged or faulty Goods, The Company reserves the right to decide whether to provide a replacement or issue a refund.
Refunds will only cover the cost of the Goods and will exclude any shipping charges.

3.5 Claims Process
If you report a damaged or faulty item, we will provide detailed instructions on how to proceed.
Failure to follow these instructions may delay or affect the outcome of your claim.

4. How to Request a Return or Report an Issue

To request a return, cancellation, or report a damaged/faulty item, please follow these steps:

  1. Contact Us:
    Email our Customer Service Team at sales@superiorrendersupplies.co.uk within the applicable timeframe (24 hours for damages, 14 days for standard returns).

  2. Include the Following Information:

    • Your order number

    • Full name and contact details

    • Description of the issue (including photos if applicable)

  3. Await Return Authorisation:
    We will review your request and, if eligible, send you return instructions.
    Please do not return any goods without prior authorisation.

  4. Return Shipping:
    Customers are responsible for return shipping costs unless the goods are confirmed to be faulty or damaged upon receipt.

  5. Processing Your Refund or Replacement:
    Once your return is received and inspected, we will notify you of the approval or rejection of your refund/replacement.
    Approved refunds will be processed within 7–10 business days and issued to your original payment method or as store credit.