Returns Policy
This Returns Policy explains how returns and refunds are handled for consumer and business-to-business (B2B) orders. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Returns Process & Authorisation
All returns must be authorised by us in advance and issued with a valid returns reference number (RMA).
- Returns must be clearly labelled with the authorised returns reference number.
- Returns sent without prior authorisation may be refused or may not be processed.
- We are not responsible for goods returned without a valid returns reference.
Where goods are returned without a valid RMA, we reserve the right to:
- Refuse delivery or return the goods to the sender at their cost
- Delay processing until the correct procedure has been followed
- Apply handling or administrative charges where additional costs are incurred
1.1 Non-Authorised Returns Charges
Returns received without a valid returns authorisation (RMA) may incur a handling and administration charge of £7.50 or 5% of the order value (whichever is greater).
This charge reflects the time and cost required to identify, process and correctly allocate unauthorised returns.
Where applicable under consumer law, this charge will be limited to the reasonable costs incurred.
Where unauthorised returns are received and no reasonable attempt is made to resolve the return after notification, we reserve the right to dispose of the goods without liability.
2. Consumer Orders (CCR)
If you are purchasing as a consumer, you may have the right to cancel eligible orders within 14 days of receiving the goods.
- You must take reasonable care of the goods while in your possession.
- Unless goods are faulty or misdescribed, you are responsible for return costs.
- Refunds will be processed once goods are returned or satisfactory proof of return is provided.
- No restocking, administration or processing fees apply to valid CCR cancellations.
We strongly recommend obtaining a returns authorisation before returning goods to ensure correct and timely processing.
2.1 Orders in Transit
Where goods have already been dispatched, customers must either accept delivery and return the goods, or provide evidence of return before a refund can be processed.
An optional delivery interception service may be available. Full details and charges are set out in our Terms & Conditions.
3. Business-to-Business (B2B) Returns
B2B orders are not covered by the Consumer Contracts Regulations and are handled strictly in accordance with our Terms & Conditions.
- Returns must be notified within 24 hours of delivery.
- All returns require prior authorisation and a valid RMA.
- All approved returns are subject to restocking fees, carriage costs, and applicable processing charges.
- Items must be returned in a fully resellable condition.
- Returns received without authorisation may be refused, returned at the sender’s cost, or disposed of without refund.
It is the customer’s responsibility to ensure goods are packaged correctly and arrive back in resellable condition.
4. Faulty, Damaged or Misdescribed Goods
If goods arrive faulty, damaged or misdescribed, please contact us as soon as possible with supporting evidence. Your statutory rights under the Consumer Rights Act 2015 are not affected.
5. Contact Us
To request a return, please contact us at info@auk.supplies .