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Returns, Refunds and Exchange Policy

The Stockup Returns Policy

At Stockup.co.uk we know mistakes happen but we want you to feel as comfortable as possible ordering through our site. For this reason, as well as our standard returns policy in accordance with the UK Selling Regulations, we have introduced our own ‘No Questions Asked’ returns policy. Provided you return the item(s) to us in its original, unused and resaleable condition along with its original packaging…

We guarantee that if you change your mind for any reason within 14 days of purchase, you are free to return your item(s) to us for exchange or full refund

Please be aware that this policy does not extend to customised goods which are subject to our standard returns policy (see below).

How to return an Item(s)

To return your item(s) to us, please follow the 3 step returns procedure below:

  1. Please email customerservices@stockup.co.uk to request an RMA number and returns form
  2. Fill out the returns form
  3. Return your item(s), along with your returns form to:

Returns
Stockup
Unit 2, Barncoose Industrial Estate
Redruth
Cornwall
TR15 3RQ

Please be aware that any postage costs incurred through returning your item(s) will be your responsibility, Goods must be returned in a resaleable condition within the original, undamaged packaging. The item(s) remain your liability until the return delivery is complete. With this in mind, please select a suitable postage method for the value as items not received back cannot be refunded or exchanged.

Standard Returns Policy

Beyond our 'No Questions Asked' period we will of course, happily accept returns which satisfy the following criteria:

  • The incorrect product was supplied by a pick/pack error on our behalf
  • The item(s) was found to have a manufacturer defect or damaged upon receipt

In each of these cases we will be happy to offer either a replacement item(s) or provide a full refund for the item(s). If the item is being returned as a result of damage or packing error, we will provide a freepost returns address for the item(s) to be returned to.

Refunds

Refunds should take no longer than 7 days to process from the date of receipt and approval of the returned item(s) and all refunds will be made to the original payment source.

Exchanges

Service is our primary aim and stock permitting; items will be exchanged and resent on the same day that we receive the original item(s) back

Lost in transit items

Although all items are sent out via 24hr courier in the first instance (or 1st Class Royal Mail for smaller part shipments) and are therefore usually delivered in 1-2 days of dispatch, on occasion this can take longer through courier delays. Your dispatch email confirmation should include details of the courier and a link to track your order. Please allow up to 3 days from the date of dispatch confirmation for your order to arrive. If beyond this time, you believe that your item may have been lost in transit, please contact us within 7 days to advise us of this and we shall investigate its whereabouts. If at this stage we cannot locate your order, we will send out a replacement or, at our discretion provide a refund where appropriate.

All orders require a signature on delivery. An estimated 1 hour delivery window will be emailed to you for your convenience by the courier in advance. Please ensure that there is a person present at this time to receive delivery.

We would kindly request that in the rare instance that a lost in transit situation occurs, customers complete any courier documentation required to aid Stockup in its claims process.

Our policy is designed to not only satisfy but exceed the selling regulation requirements.

For item returns please contact:
customerservices@stockup.co.uk
Tel: 01209 70 37 82