Supplier returns page
UK Returns & Replacements From receiving your goods you have up to 30 working days to notify us that you wish to cancel your order and will be returning the goods for a refund or replacement. You can notify us via an Email, fax, letter or a phone call. It is your responsibility to take reasonable care of the goods and to pay for their return to AWB (unless they are faulty or were sent in error). If the goods are faulty or the order was sent incorrect, please contact us before sending back the garments as we will arrange pick up of the goods or send you a stamped packet to send the goods back to us. We advise that clothing only be tried on indoors to avoid any unnecessary damage to the garments. Refunds will not be issued if the garments are received damaged and/or with marks, stains on (especially make up). We can offer a collection service but this will be at an additional charge to you (unless items are faulty or sent in error).
If you are receiving replacement goods then you have 7 working days from when you received the goods to notify us that you wish to return them for a refund or another replacement. In these circumstances we will happily arrange for a collection from the location of your choice.
UK Faulty & Item Errors If you receive items in error or you deem them to be faulty please contact AWB as soon as possible so we can arrange a collection via courier or send you a stamped addressed packet for their return. We will either offer replacement goods or a full refund.
Returns address: AW Bent Ltd, Union Mill, Stratton, Bude, Cornwall, EX23 9AL
Returns, refunds and your right to cancel
In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem as soon as possible but no later than 3 days after receipt. Any claim for faulty workmanship must be submitted to the company in writing within 30 days of delivery.
Personalised (customised) products
For personalised products where an item is faulty, we will ask you to notify us within three days after receipt. Please contact us or email firstname.lastname@example.org or telephone +44 (0)1623 723112 our Customer Service Team for details on how to return a product and to check your eligibility for a refund.
Your right to return items to us in accordance with these Terms is in addition to any other statutory rights you may have.
If you are eligible for a refund, we will reimburse the price you have paid for the product(s) onto the credit or debit card that you paid with. Alternatively, we may offer to reproduce (if applicable) and resend the item free of charge. Refunds cannot be given if the fault is a result of your own actions such as product misuse or if personalisation is mis-spelt or if you have uploaded an image of a low resolution or size.
Badgemaster can only accept liability for spelling errors if the information originally supplied was in a suitable hard copy, typewritten format or digital file. No liability can be accepted for any verbal orders or hand written orders received.
Standard non-personalised products
Some of the products you can buy from us, (as long as they are not modified to your requirements), are standard non-personalised. You have the right to cancel your contract for the purchase of a standard non-personalised product, provided you notify us of the cancellation – either by calling us or using our contact form – no longer than 14 days after the day following the day on which the product is delivered. You must return the unused non-personalised product to us within 14 days of notifying us of the cancellation, and must pay the cost of returning the product to our nominated address. We will refund the purchase price you have paid for the product and its standard delivery charges (but not any expedited, tracked or other special delivery charges you may have chosen to pay) within 14 days of its return. However, if the value of the product has been reduced by any handling of it beyond what is necessary to check whether the product is as expected, we may deduct an amount to reflect that reduction in value from the sum we refund to you. Note that the value of a product may be reduced to nothing if its seal (or similar) is broken. Please follow any returns procedure for standard non-personalised products which we specify from time to time.
The right to cancel is excluded for contracts for the supply of goods that are made to the User’s specifications that are clearly personalised. The right to cancel does not apply for Users who, at the time of concluding the contract, are not nationals of a member state of the European Union and whose exclusive residence and address of delivery are located outside of the European Union.
Goods are not supplied on a sale or return basis.
HotelWare Supplies Ltd reserves the right to impose an administration charge on all returns. Due to the high cost of carriage and handling, a restocking fee may be incurred if it is necessary to return large items.
Once HotelWare Supplies Ltd has acknowledged the buyer’s order, the buyer may only cancel the order if HotelWare Supplies Ltd agrees to accept such cancellation. In such an event HotelWare Supplies Ltd reserves the right to charge a cancellation fee in respect of its cost, which the buyer shall pay. vYou will require a returns authorisation number to return any item from our catalogue. You must telephone our Returns Authorisation Dept. (01904 608476) to be issued with an authorisation number before returning goods.
Unrequired goods for credit will only be accepted within 10 days of invoice and must be in perfect condition and in original packaging. After 10 days a 25% restocking charge will apply. No goods are accepted for return after 30 days.
Full purchase detail i.e. our order number, must be included on all returns.
All goods returned are at senders expense and responsibility.
No special items (non stock lines) will be accepted back for credit.
Where goods do not appear in an HotelWare Publication (including but not limited to the catalogues, or a leaflet, or our website) and are specially ordered for the Buyer, the Company will only accept return of the goods if they are defective and returned within 30 days of delivery by the Buyer. This also applies to goods that have been embroidered or engraved.
To return installed goods, the Buyer must call the returns line – 01904608476, whereby the Company will decide upon the most appropriate course of action.
Where goods are returned in their original packaging, this packaging must be in intact condition. The Company reserves the right to impose a charge for any damaged packaging.
The quantity of any consignment of Goods as recorded by HotelWare Supplies Ltd upon dispatch from the Company’s place of business shall be conclusive evidence of the quantity received by the Buyer on delivery unless the Buyer can provide conclusive evidence proving the contrary.
HotelWare Supplies Ltd shall not be liable for any non-delivery of goods (even if caused by HotelWare Supplies Ltd’s negligence) unless written notice is given to the Company within 7 days of the date when the Goods would in the ordinary course of events have been received.
Any liability of HotelWare Supplies Ltd for non-delivery of the goods shall be limited to replacing the Goods within a reasonable time or issuing a credit note at the pro-rata contract rate against any invoice raised for such goods. RISK AND TITLE
Although title to Goods remains with HotelWare Supplies Ltd until paid for, they shall be at the Buyers risk from the time of actual delivery and the Buyer shall insure them against loss and damage accordingly, and in the event of such loss or damage shall hold the proceeds of such insurance on trust for HotelWare Supplies Ltd.
All orders placed by you and purchases of goods from us are on the basis of these Terms and Conditions and are subject to acceptance by delivering the goods to you, at which point a legally binding contract is constituted between you and us. The processing of your payment and acknowledgment of your order (including sending you an email confirming your order is being processed) does not constitute legal acceptance of your order.
The Buyer’s right to the possession of the Goods shall cease if:
The Buyer has not paid for the Goods in full by the expiry of any credit period given.
The Buyer is declared bankrupt or makes any proposal to The Buyer creditors for compensation or other voluntary arrangement; or
A receiver, liquidator or administrator is appointed in respect of the Buyers business. On cessation of the Buyers right to possession of the Goods in accordance with this clause, the Buyer shall at HotelWare Supplies Ltd’s request and at the Buyers own expense, make the Goods available to HotelWare Supplies Ltd and allow to repossess them. If the Buyer fails to do so forthwith, we shall be entitled at any time to enter the Buyers premises or the premises of any third party where the Goods are stored and repossess the Goods.
If any goods received by the Buyer have been damaged upon delivery, the Buyer must inform the Company of such damage within 24 hours of delivery.
For large machinery or refrigeration, where a delivery attempt has been made and failed due to customer error, a subsequent delivery charge may be made.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Personalized items can not be returned unless faulty or produced incorrectly.
To complete your return, we require a receipt or proof of purchase. Please send your purchase back to: CASH'S APPAREL SOLUTIONS (UK) LIMITED, Unit 13/14, Colliery Lane, Exhall, Coventry, CV7 9NW, United Kingdom.
There are certain situations where only partial refunds are granted:
- Obvious signs of use
- Production Error
- Prolonged production lead time
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Please contact email@example.com if you wish to make a return.
Returns & Replacement Policy
Should you wish to return a product, you can do so within 60 days from date of receipt. The return is subject to a restocking fee of 25%. Please call our Customer Services Team on 0121 561 2222 to obtain an Authorised Returns Number. The Authorised Returns Number is valid for 10 working days from the date of issue. A return without an Authorised Returns Number or with an expired Authorised Returns Number will not be accepted.
The returns package needs to be marked with the Authorised Returns Number and returned to the warehouse as instructed by the Customer Support Department. Any item that has been used should be de-contaminated before return. Any associated fees and return freight charges are the responsibility of the returning organisation.
Damaged on Arrival or Incorrect Items were sent
Please accept our apologies if an item has arrived damaged or is the wrong when you receive it. Please call our Customer Service team immediately so we can do something about it quickly. We may require proof of damage so if you can take a photo and email us, that would be great. Where a courier wants you to sign for damaged goods, please write a note that they are damaged or "Awaiting inspection". If you have received the wrong order, we would like to check any product numbers on your order. We'll arrange to get the item collected. Once we have received the items and confirmed damage, we will refund the cost in full.
Defective items will be repaired or replaced under our existing manufacturer’s warranty. We will probably need to get the item back to be able to fix or issue a replacement. This can only be done once the fault has been confirmed. If you can’t wait for the item to be returned to you, please place a new order and we will refund or replace the initial item or send out as soon as the fault is confirmed.
Credit will not be given for items unsuitable for re-sale (excepting those items returned under a substantiated warranty claim). Items must be returned in original packaging and are subject to inspection. Items that have been marked or arrive with damaged packaging will not be accepted. Any item that has had a serial number removed will not be accepted.
Any product shortage must be reported within 5 days of receipt. Carrier deliveries must be counted and checked upon arrival and any damage or shortages must be documented on the delivery receipt. Special orders and products that are not reusable once opened are not returnable.
Warranty Periods Our products are covered against defects in workmanship and materials of our products: https://www.etac.com/en-gb/uk/support/product-support/warranty/
Below are the terms under which your pressure care product is covered under our manufacturer’s warranty.
IQ Medical Ltd guarantees this equipment under correct use for a period of 3 years after delivery to the original purchaser; proof of purchase must be presented with any claim.
For any Mattress System returned within the warranty period and proven to be defective, iQ Medical Ltd will agree to one of the following options: a) Correct the defect by product repair b) Replace the product with one of the same, or similar design c) Refund the purchase price, without charge
Repaired or replaced parts and products are warranted for the remainder of the original warranty period. You will be charged for repair or replacement of the product made after the expiration of the warranty period. • This warranty excludes equipment damage or failure through acts of god, an incidence of excessive voltage or current, shipping, tampering, improper maintenance, carelessness, accidental damage, negligence or misuse. This warranty also excludes products that have been altered, repaired or dismantled other than with the manufacturer’s written authorisation, and following the approved procedures, by properly qualified technicians. • In no event shall IQ Medical Ltd be liable for any direct or indirect damages or losses resulting from the use of the equipment.
3-year all-inclusive warranty includes all parts (including covers) and labour.
An annual check of the product to include measurements of the flow and pressures should be completed. The
Annual Check List can be provided by IQ Medical Ltd.
IQ Medical Ltd operates a comprehensive returns and warranty procedure process, managed by our customer services team who can be contacted by telephone on 01788 833989 or by email to firstname.lastname@example.org.
Non urgent warranty breakdowns should be reported to Customer Services with the details of the product including name of the device, serial number(s) and description of the fault. Customer Services will then contact the customer to arrange collection or repair of the unit, which may be replacement parts or an engineer visit.
Following an urgent report of a faulty product or incorrect delivery of an order this will immediately be escalated to the Commercial Manager. The incident will be logged and a unique identification number will be assigned to the incident.
The Commercial Manager will contact the Trust to ascertain the exact fault or incorrect items. The faulty or incorrect items will be collected within 48 hours, and if incorrect items have been delivered, they will be uplifted and the correct items replaced at that time. If it is a mattress or pump fault, they will be returned to our workshop for investigation (a free of charge loan replacement can be delivered at that time, if required).
All mattress and pump returns are thoroughly investigated by our experienced Mattress Technicians and are also reported to the Manufacturing Team for product development.
The Customer Services Team will complete the Fault Report with details of the investigation outcome and resolution.
A copy of the Fault Report will be returned to the Customer with the product.
All warranty or failure issues are monitored so IQ Medical can identify any recurring issues and take action to remedy them either by product modification or manufacturing process.
There are occasions where you may wish to return an order to us. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”) you have a right to cancel all or part of your contract at any time up to 14 days after the day on which you receive the goods, without giving any reason. We now offer you 30 days to return an item to us for a refund.
However, there are certain items aren't eligible to be returned, please continue reading to find out more.
No longer wanted, wrong size or unsuitable products
If you want to return an order that you feel is unsuitable, incorrectly sized or that you just don't want anymore, we can offer a refund as long as the item is returned to us unused, in its original condition and within 30 calendar days of receiving it.
Please note, not all items are eligible for returning. Please see below for further details on items that cannot be returned.
When you return an order to us, you will need to pay for and be responsible for the return. We highly recommend that you take out a tracked, insured return and obtain a returns number from the supplier to ensure this is tracked.
If you want an alternative product, please contact email@example.com and we can arrange this for you.
Damaged or incorrect items sent
We apologise if your order has arrived damaged or if you have received the wrong item. Please contact us immediately to let us know, so we can take the issue up with our couriers. We may also require proof of damage, so please take a photo and email it to us.
If a courier wants you to sign for damaged goods, please write us a note that they are damaged or awaiting inspection.
Received the wrong order?
Please check any part numbers on your order as there are occasions where we may have used a different name to market the item to the one that the manufacturer may use. Please contact us and we'll arrange to get to the product back to us. You will only receive a refund or replacement item once we have received the incorrect item back.
In the unlikely event of an item developing a fault, the Consumer Rights Act 2015 applies. If it's within warranty, we will need to get the product back to us to either fix or replace it.
A replacement can only be sent once we have confirmed the fault. If you can't wait for the product to be returned before we send one out, then please place a new order and we will refund or replace the initial item or send as soon as the fault is confirmed.
Where we cannot accept a return
There are certain items that we cannot accept for return:
Products that are collected by you in person, or your representative, from our premises
Products that have been made to order
Products that are made to your specification or have been personalised
Sealed goods that have been used or the seal has been broken. This is for hygiene reasons and applies particularly (but not exclusively) to toileting and bathing equipment, incontinence items, mattresses, and adjustable divan beds
Any "used" products that represent a hygiene risk (such as used toilet seats, commodes or bottom wipers)
Underwear and lingerie can only be returned if the product packaging has neither been tampered with nor any hygiene seal removed.
If you wish to make a return please email firstname.lastname@example.org
RETURNS AND REFUNDS POLICY
We want you to be completely happy with your purchase. However if you are not satisfied, we are happy to replace or refund. Please see below for conditions: If you wish to return your item, it must be sent back at the same time on the delivery vehicle, and signed by the person who placed the order. Goods must be returned in their original condition or packaging. Once the product is received, a refund will be made. Special products that have been manufactured to your specification are non returnable.
Products must be thoroughly checked and signed for by the customer on delivery. Any damage must be reported to delivery personnel and noted on the delivery note. Any damages reported after the goods have been signed for, will not be accepted.
In the unlikely event that your goods are faulty, please contact our Customer Service Team on 01606 593456 or email@example.com
5 year warranty: Bedroom Furniture / Chair frames / Display Furniture / Tables
3 year warranty: Profiling Beds / Overbed Tables
1 year warranty: Mattresses
If you are not entirely satisfied with your goods or buying experience, please contact our Customer Service Team on 01606 593456 or firstname.lastname@example.org
You are entitled to return your goods within 28 days of dispatch for a credit/refund or exchange (We can only offer exchanges on goods that are the same price as the returned goods).
Returned goods must be:
-Returned within 28 days of the dispatch date – You must notify us of the return within 21 days of the dispatch date
- Unworn, unwashed and unaltered, in original packaging with labels attached
- Returns can take up to 10 working days to be processed, so if you need your exchange quickly, you can send your return back for a refund, and place a new order online for the size/style you need. The cost of your delivery charge will not be refunded.
If you requested an exchange: In stock items will be dispatched within 3 working days, out of stock items will be ordered from our supplier.
If you have received faulty goods/the wrong item - Any goods which are faulty due to a manufacturing fault can be returned to us for a refund or exchange, as per the usual return instructions
If the item’s fault has been caused by external factors, e.g. incorrectly washing/drying, this would not be eligible for a return.
Our return’s team will check the goods for the fault and contact you if there are any issues. If the fault is deemed to be a manufacturing fault we will refund/exchange as requested
Step 1 - Fill in the returns form found inside your parcel, you will need a GRN (Goods return number) – Please email email@example.com or call 0161 477 4438 to get your unique code
Step 2 - Put your goods and return form inside your return package (You can use the original packaging that your order was delivered in) and secure the parcel ready to be posted
Step 3 - Put your order number on the DPD return label and attach to the front of your parcel
Step 4 - Take your parcel to your nearest DPD collection point. You can find your nearest store here – www.dpd.co.uk/pickuplocator