Returns policy
1. Introduction
1.1 We understand that from time to time you may wish to return a product to us. It’s important to us that you’re happy with your purchase of our products. If you’re not satisfied, you can return it within 28 days, and we will give you a full refund by the same method as your original payment.
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, irrespective of their geographical location, and shall apply to all orders submitted through our website.
1.4 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2. Returns procedure
2.1 To take advantage of your rights under this policy, you must contact us to obtain a return authorization number and then send the product to us with a covering note quoting that number and your order number.
2.2 Products returned under this policy must be sent to Unit 11, Bridge Road Industrial Estate, Bridge Road, Kingswood, South Glos BS15 4TA
2.3 You will be responsible for paying postage costs associated with returns under this policy.
2.4 If you are returning a Faulty or Damaged Item, we must be notified of any items that arrive damaged within 48 hours of receipt of goods. Choose one of the contact methods below. You may be required to supply photographs of any damaged items. Do not begin the returns process until you have informed us of any damaged items. When returning your item, please make sure to include your order number and the reason for the return. Damaged items can't be returned after 28 days of receipt of goods.
2.5 If you are returning an unwanted item will need to be returned at your own cost. You are free to choose a courier of your choice. We recommend that you use a fully insured service.
3. Refunds
3.1 We will give you a refund of the price you paid to us in respect of any product properly returned by you in accordance with this policy.
3.2 We will not refund you the original delivery charges relating to the returned product.
3.3 We will not refund you any costs you incur in returning the product to us.
3.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
3.5 We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.
4. Improper returns
4.1 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 an additional amount as we may charge for re-delivery of the returned product; and
(c) If we do not receive payment of such an additional amount within 14 days of issuing a payment request, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
5. Our details
5.1 This website is owned and operated by IMEX China Trade Limited
5.2 Our principal place of business is Unit 11, Bridge Road Industrial Estate, Bridge Road, Kingswood, South Glos BS15 4TA
5.3 You can contact us:
(a) by post, to the postal address given above
(b) using our website contact form
(c) by telephone, on the contact number published on our website; or
(d) by email, using the email address published on our website.
