Return Policy Overview
We understand that sometimes an item may need to be returned. We aim to make the process as simple and straightforward as possible while ensuring that returned equipment can be inspected safely and correctly.
If you need to return an item, please contact us before sending it back. We will provide guidance on the appropriate return procedure and, where applicable, the return address and any required documentation.
Return Eligibility
Before returning an item, please make sure that the product is suitable for return and that you have contacted us regarding the return.
Where appropriate, returned products should be:
- Unused and in resalable condition.
- Returned with their original packaging where reasonably possible.
- Complete with all accessories, fittings and documentation supplied.
- Free from unnecessary damage, contamination or modification.
- Accompanied by the relevant order or invoice information.
Products that have been installed, modified, damaged through misuse or used in a manner beyond reasonable inspection may be subject to different return arrangements.
How to Request a Return
To start a return, please contact our customer service team with your order information.
Identify your order
Provide your order number and the product or products you wish to return.
Explain the reason
Tell us whether the item is unwanted, faulty, damaged, incorrect or has another issue.
Follow our instructions
We will advise you of the appropriate return procedure and any information required.
Return the goods
Package the product securely and use the return instructions provided.
Faulty or Defective Goods
If a product develops a fault or you believe that it is defective, please contact us as soon as reasonably possible.
Please provide your order number and, where useful, photographs or a description of the problem. Depending on the product and circumstances, we may ask for additional information to help diagnose the issue.
Where a product is confirmed to be faulty, we will work with you to determine the appropriate remedy, which may include repair, replacement or refund, subject to applicable law and the circumstances of the individual case.
Do not continue using equipment if doing so could create a safety risk. In particular, stop using lifting, recovery, hydraulic, electrical or other specialist equipment if you believe it may be unsafe.
Goods Damaged in Transit
Please inspect deliveries as soon as reasonably possible after receipt.
If packaging or the product appears to have been damaged during transportation, please contact us promptly and provide photographs of:
- The outer packaging.
- Any visible shipping or handling damage.
- The product and damaged components.
- The delivery label where available.
Please retain the packaging until we have advised you whether it is required for inspection or a carrier claim.
Incorrect Items Supplied
If you receive an item that is different from the product ordered, please contact us before arranging a return.
We will review the order and advise you of the appropriate next steps. Where we have supplied the incorrect item, we will work with you to arrange an appropriate resolution.
Unwanted or Change-of-Mind Returns
If you have changed your mind about a purchase, please contact us as soon as possible.
For consumer purchases, statutory cancellation and consumer rights may apply depending on the nature of the purchase, the product and how the contract was entered into.
Where a change-of-mind return is permitted, products should generally be returned in suitable condition and securely packaged.
Certain products may not be suitable for return once they have been used, installed, modified, made to specification or otherwise supplied in a form that prevents normal resale. Please contact us before returning such goods.
Products That May Require Special Return Arrangements
Some recovery and specialist equipment requires particular handling and may have different return requirements.
This can include, for example:
- Special-order or non-stock products.
- Products manufactured or configured to customer requirements.
- Products that have been installed or fitted.
- Products that have been modified or altered.
- Used equipment showing signs of operational use.
- Products supplied as part of a specialist or bespoke package.
- Products that cannot reasonably be returned using standard carriage.
This does not remove or limit any statutory rights that cannot legally be excluded.
Return Shipping
Return shipping arrangements depend on the reason for the return.
Faulty Goods
If an item is confirmed to be faulty, we will discuss the appropriate return arrangements with you.
Incorrect Item
If we supplied the wrong item, please contact us before returning it so we can arrange the appropriate procedure.
Change of Mind
Where a change-of-mind return is permitted, return carriage may be the customer's responsibility, subject to applicable consumer rights.
Large Equipment
Heavy, oversized or specialist equipment may require dedicated return transport. Contact us before arranging carriage.
Return Inspection
Returned products may need to be inspected before a refund, replacement or other remedy is confirmed.
Inspection may include checking the condition of the product, packaging, accessories, serial numbers, fittings and any reported fault.
Please do not dismantle or attempt to repair a product that you believe is faulty unless we have specifically asked you to do so.
Refunds
Where a refund is approved, the refund will normally be made using the original payment method, subject to the circumstances of the return and applicable law.
We will process an approved refund as soon as reasonably practicable. The time for the funds to appear in your account can also depend on the payment provider or financial institution used for the original transaction.
If an order was paid using a card, PayPal, bank transfer or another payment method, we may require sufficient information to identify the original transaction before processing the refund.
Exchanges and Replacements
Where appropriate, we may offer a replacement product instead of a refund.
Replacement availability will depend on stock, product specification and the reason for the return.
If an identical replacement is unavailable, we will discuss the available options with you.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible and provide your order number.
We will try to stop processing or dispatch where this is reasonably possible. However, an order may already have entered picking, packing, dispatch or specialist preparation.
If an order has already been dispatched, the cancellation may instead need to be handled as a return, subject to the applicable circumstances and consumer rights.
Business and Trade Customers
If you are purchasing equipment for business, commercial or trade purposes, different contractual terms may apply compared with consumer purchases.
Please contact us if you are a business customer and need clarification regarding returns, warranties, replacement equipment or defective goods.
Nothing in this policy is intended to exclude or restrict any legal rights that cannot lawfully be excluded or restricted.
Managing Your Orders
If you purchased through an online customer account, you can use your account area to review your orders and associated information.
Need Help With a Return?
If you have a question about returning an item, please contact us before sending the product back.
TOWN / CITY
POSTCODE
United Kingdom