Returns Policy

Returns Policy

 

Returns Process

To initiate a return, please send your request to returns@carlislebrass.com. When returning an item, ensure it is securely packaged in its original packaging, if available, and include the return note we issue inside the box.

Conditions:

• Any discrepancies must be reported within 5 working days.
• Items must have been supplied by us in the last 6 months.
• Collections can only be arranged from delivery address – if there are issues with an end user order where our goods were supplied, it is the responsibility of the intermediary to return the goods for inspection before collection is arranged.
• For change of mind returns, notify us within 30 days of receiving goods. Returns must be in their original packaging, unused, complete with all components, and in a resaleable condition. Items not meeting these standards will not be credited.
• We must arrange all returns; customers cannot send their own goods back.
• Goods will be collected within 48 hours of the return paperwork being sent to you. Missed collections or those due to customer errors may incur a charge.
• Returns are not accepted for special order products, items not stocked including cylinders, discontinued, or clearance items. Unauthorised returns without official paperwork will be refused.

Collection Costs:

• Standard collection (up to 2 boxes) is £10, with an additional £5 per box thereafter.
• Pallet Returns or those outside the UK mainland are subject to quotation.
• Refunds will be issued via credit note for the cost of the goods, excluding any original delivery fee.

Returns Outside of 30 days:

• Except for faulty / defective goods, return requests below £150 will incur a £40 administration fee.
• Returns exceeding £150 will be subject to 25% restocking charge.

Damaged and Defective Items

• Damages must be reported with supporting photographic evidence within 5 working days. Claims made outside this period will not be accepted.

Exchanges:

• We do not currently offer exchanges. If you require a different item, please return the unwanted item for a refund, and place a new order.