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11                   Return of Goods
11.1                we want you to be pleased with your purchase.  We will offer a refund for unopened/unused items* returned to us within 7 days of purchase, provided that;
11.1.1            you contact our offices to obtain an official returns number. Our operators will confirm with you a returns procedure.  We will not be liable for any goods returned to us without the customer obtaining an official returns number in any circumstances. Unauthorised returns will not be accepted.
11.1.2            goods are returned in original, unmarked and unopened packaging, and in a fully resalable (non-discounted) condition, and complete with all parts and accessories and manuals.
11.1.3            *certain items are non-returnable due to legal or manufacturer restrictions. These include but are not limited to consumable products, medical and first aid items, used items, glassware, crockery and cookware, vacuum cleaners and other cleaning machinery, perishable items, customised, bespoke or special order products.
11.2                Used, opened or marked items will not be credited under any circumstances.
11.2.1            All returns are subject to a restocking fee of 20% or £25.00 whichever is the greater, and any associated cost of return carriage or collection cost. This will be deducted from the credit for the returned goods.   Products which have been specifically purchased to order are not normally returnable for credit. However, with the manufacturer's prior agreement, these goods may be returnable but will be subject to the manufacturer's return goods terms and restocking connected thereto are likely to be significantly higher.
11.2.2            we will not be held responsible for disputed returns should the buyer send or attempt to send goods back under any other method or system or without an official collection/returns note.

12                   Fitness for Particular Purpose
12.1                the Seller shall be deemed not to have knowledge of either the nature of the proposed use or the purpose of the market for which the goods are required unless a specific and detailed statement of the proposed use is submitted in writing by the buyer and a written statement of the suitability of the subject goods for the specified purpose provided by the Seller, and subject to the conditions of use (including operator's expertise) being to the Seller's satisfaction.

13                   Failure within Guarantee Period
13.1                a proof of purchase must be supplied before any warranty repairs/replacements can be accepted. Please ensure that you retain all invoices.
13.2                if goods fail during guarantee period we will adhere to the manufacturers’ warranty terms. This may include supply of replacement part, collection or by sending an engineer to site.
13.3                if the fault is confirmed to be due to a manufacturing defect, we will arrange repair or replacement if goods cannot be repaired. If however, the fault is found to be due to normal wear and tear, misuse or accidental damage, we will provide a quotation for the remedy, and you will be responsible for the full cost or repair, carriage charges and any incurred travel/call out costs.