Claims, returns and warranty

We sell to businesses, so this is not a consumer returns page. There is no change-of-mind return on made-to-order goods: they were produced to your specification. What we do have is a clear route for goods that do not meet the agreed specification.

Inspection window

Please inspect within 14 days of arrival and tell us in writing within that window. Quality claims raised months after arrival are very difficult to settle, because by then nobody can tell whether the problem came from production, transit or storage.

What a claim needs

• Order or invoice number
• Batch / lot number from the label
• Quantity affected, and the quantity inspected to get that number
• Photographs of the defect, the label, and the packaging as received
• The measurement or test that shows it is out of specification, where it is a dimensional or performance issue

With those five things we can usually answer in two working days. Without them the exchange takes weeks.

Remedies

Where goods are confirmed out of specification we will, at our choice and after discussing it with you: replace the affected quantity in the next shipment, issue a credit note, or refund. Reworking on your side is reimbursed only when we agreed to it in writing beforehand. We do not ask you to ship defective goods back across the world unless we genuinely need them for analysis — usually photographs and a retained sample are enough, and the freight costs more than the goods.

Warranty

Products carry the warranty stated on the product page or in the contract, against defects in material and workmanship under normal use and correct installation. It does not cover damage from incorrect installation, use outside the stated ratings, modification, or storage outside the stated conditions. Where a product-specific warranty period is stated, that one applies.