Returns & Refunds

We aim to ensure all customers both consumers and trade are satisfied with their purchases. If you need to return an item, please follow the process below.

Requesting a Return

All returns must be pre-authorised by our team. Before sending anything back, you must request a Returns Order Acknowledgement (ROA) number.

To request an ROA, please contact our Customer Service team at [email protected]

Returns without a valid ROA number will not be accepted.

Consumer Returns (B2C)

If you are purchasing as a private individual, your return will be handled in line with the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

You may be entitled to a refund, replacement, or repair if the goods are faulty, mis described, or unfit for purpose. You also have the right to cancel and return your order within 14 days of receiving your goods.

To qualify:

• The item must be returned in its original condition and packaging
• You must request the ROA within 14 calendar days of delivery

Once your return is approved, we will provide full return instructions.

Trade Returns (B2B)

If you are purchasing as a business, different terms apply. All returns are subject to our standard Terms & Conditions of Sale.

• Returns must be requested within 14 days of receipt of goods
• Items must be unused, in original packaging, and suitable for resale
• Restocking fees will apply see Terms & Conditions
• Customised or special-order items are non-returnable unless faulty

Warranty claims for faulty goods will be assessed in accordance with our Warranty Policy.

Refunds

Once returned goods have been received and inspected, we will notify you of the outcome. Approved refunds will be processed via the original payment method within 14 days of return confirmation.

Due to the number of in-coming parcels we receive each day, this process will be delayed if the parcel cannot be identified by the ROA.

Statutory Rights

Consumer customers: Nothing in this policy affects your statutory rights.

Business customers: All returns are handled in accordance with our commercial terms of sale.

Nothing in this returns policy affects your statutory rights.

Returns Shipping Address

Fletcher Stewart (Stockport) Limited
Unit 8E, Newby Road Industrial Estate, Hazel Grove, Stockport, Cheshire, SK7 5DA

All returns should be sent by trackable postage and the goods remain your responsibility until they are received by ourselves by proof of signed delivery

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