1. Introduction
At ISS Supply, we aim to ensure you are fully satisfied with your purchase. This Cancellation and Returns Policy outlines your rights and the process for cancelling an order or returning products purchased through our in-person store or online e-commerce site.
2. Cancellation of Orders
2.1 In-Person Purchases (EPOS System)
- Order Cancellation Before Collection/Delivery: If you wish to cancel an order placed in-store, please contact us as soon as possible. Orders can be cancelled before the items are collected or dispatched for delivery.
- In-Store Collection: Orders can be cancelled up until the point of collection.
- Delivery Orders: Orders can be cancelled within 24 hours of placing the order, provided the goods have not yet been dispatched.
- How to Cancel: To cancel an order, visit our store in person or contact us at sales@iss-supply.co.uk or 01749 676511. Please have your receipt or order confirmation number available.
2.2 Online Purchases (E-commerce Site)
- Right to Cancel (UK Consumer Rights Act): If you purchase goods online, you have the right to cancel your order within 14 days of receiving the goods.
- To exercise your right to cancel, please notify us by email or phone, providing your order number and the items you wish to cancel.
- You must return the goods to us within 14 days of notifying us of your cancellation.
- We will issue a refund within 14 days of receiving the returned goods, provided they are returned in a resalable condition (see Section 4).
- Exclusions to Cancellation Rights: Certain goods may be exempt from cancellation, including:
- Custom-cut or made-to-order materials.
- Any product that has been specially ordered or customised to your specifications.
3. Returns Policy
We accept returns of most products in accordance with the conditions below:
3.1 In-Person Returns
- Items purchased in-store can be returned within 14 days of purchase, provided the products are in their original condition (unopened, unused, and in original packaging).
- You must provide a valid receipt or proof of purchase to process the return.
3.2 Online Returns
- You may return items purchased from our website within 14 days of receiving your order.
- Items must be unused, in their original packaging, and in a resalable condition (see Section 4 for details).
- Return Shipping Costs: Customers are responsible for return shipping costs, unless the product is faulty or incorrect.
- To initiate a return, please contact us at sales@iss-supply.co.uk for instructions.
4. Condition of Returned Goods
To be eligible for a return, your item must meet the following conditions:
- Unopened and Unused: The product must be returned in the same condition as it was received, with all original packaging intact.
- Resalable Condition: Any damage to the packaging or product may reduce the refund amount, or result in the return being rejected.
- Exceptions: Custom-cut, made-to-order, or special order products cannot be returned unless faulty or incorrect.
- Faulty or Incorrect Items
If you receive an item that is faulty or incorrect, please notify us within 7 days of receipt:
- We will arrange a replacement or issue a full refund, including any shipping costs, once the faulty or incorrect item is returned.
- For faulty items, we may request images or further details to process the return.
6. Refunds
Once we receive your returned item and inspect it, we will notify you of the approval or rejection of your refund:
- Approved Returns: Refunds will be processed within 14 days to your original method of payment.
- Partial Refunds: If the item is not returned in its original condition (e.g., damaged or missing parts), only a partial refund may be issued.
7. Exclusions
The following items cannot be returned or refunded unless faulty:
- Custom or bespoke orders.
- Products that have been cut to size or customised for the customer.
- Opened or used materials that cannot be resold.
8. Contact Us
For any queries related to cancellations or returns, please contact us at:
- Phone: 01749 676511
- Email: sales@iss-supply.co.uk
In-person: Unit 9, The Sidings, Cathedral Ave, Wells BA5 1JJ