Returns & Refunds


Returns policy

If you change your mind for any reason and you wish to return your purchase you must notify us within 14 days in writing by letter, fax or email.

Unwanted items must be returned in a fully resaleable condition, which includes being in the original, unmarked and undamaged packaging within 14 days of receipt. Items must not have been used or assembled in any way. Croydex retains the right to refuse a refund on any item not deemed to be resaleable. Returns cannot be accepted once the assembly process has begun.

You must include your customer order details with the package, as we cannot process a refund without these. Once received the items will be checked and a refund issued within four weeks. Items returned must arrive in perfect condition, including the packaging, so please ensure that they are packed well.

If you are returning goods to us we recommend you take out appropriate insurance for the return delivery. Unfortunately, items received in an un-saleable condition (excluding faulty goods) will not be eligible for either exchange or refund.

If the product returned is not in fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Please also note that we do not refund the delivery cost unless the product is damaged or faulty.

If you have any queries or need further assistance call us on 01264 365881 (please remember to have your Order Reference / Invoice Number to hand when calling) - our offices are open Monday to Thursday 8.30-5.30pm, Friday 8.30 – 4.30pm.

Damaged, Defective or Incorrect Goods

If your purchase is not fit for purpose, is misdescribed, faulty, damaged, or incorrectly supplied, please contact us as soon as possible to arrange a refund or replacement. We will require you to return the item, as it may be necessary to return it to the manufacturer. You must check all items and parts of items for damage prior to assembly.

Include your customer order details with the package, as we cannot process the returned goods without these. Once received the items will be checked and a replacement or refund issued within four weeks.

THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS.