Returns
Our products are manufactured using high quality fabrics and equipment. Our skilled machinists take great care when manufacturing your order. Thorough and precise quality checks are taken place during each stage of production to ensure that the workmanship has been completed to an excellent standard.
If you are unhappy with your order, please contact us 01623 662181 or email sales@polypads.co.uk
If you believe a manufacturing fault is present with your order, we will require photographic evidence.
Returns of non-customised products, e.g. matching base and binding colours.
When requesting a return from us, please contact our team using the above information. Please have your order number to hand.
To be eligible for a return of your non-customised product, your item must be unused and in the same condition that you received it.
We have a 30 day policy. If you are over your 30 day cooling-off period, we cannot offer you a refund or an exchange on your product.
Unless we are at fault or in breach of contact between you and us, you will be responsible for the cost of returning the product back to us. We advise that you return your product via a recorded delivery service as we cannot be held responsible for any products lost in transit. Please enclose a note with your full name, your order number, what product you are returning and the reason for the return.
Where you return a product to us and we are not at fault, or otherwise in breach of contract between you and us, you will be refunded the full amount of the product minus the original cost of delivery. This may be subject to any deduction to consider any costs incurred by us manufacturing the product for you. You will be required to pay the cost of the return postage.
Returns of bespoke products, e.g. products with embroidery or an alternative binding colour.
An example of a bespoke product is a black PolyPad with a red trim. If the binding/trim colour does not match your base colour, this is determined as a bespoke product. Adding embroidery to your product also makes your product bespoke, regardless of the colour combination.
These are orders that are specifically made for you and these orders cannot be returned or refunded unless there is a manufacturing fault or if we are otherwise in breach of the contract between you and us. You will be unable to exchange the product. Please note that under the Consumer Rights Act 2015, you do not have the general right to return Bespoke Products where we are not at fault.
Cancellations
If you would like to amend or cancel your order (that is not a bespoke product) please contact our team on 01623 662181 or email sales@polypads.co.uk. We try our best to cancel or amend your order before it enters production, however this is not always possible. If your order has already been manufactured, then a reasonable restocking fee may apply to consider any costs incurred by us manufacturing the product for you.
Bespoke products cannot be cancelled.
Returns address
Poly Pads (UK) Ltd, Unit 4 Premier Court, Kings Mill Way, Mansfield, NG18 5ER. Please include a note with your order stating your name, order number and reason for return.
Please note: Some courier websites require the postcode NG18 5GE.
Refunds
Refunds will be made once the product is returned to us in a clean, re-sellable condition. The refund will be made via the way your payment was made (e.g. via PayPal or Credit/Debit Card). Refunds are made to that of the product. Any free gifts must be included in the return.
Please allow 14 days for refunds to be made, from the date upon which we received the products that were returned to us.
If you believe your product does not need to be sent back for a full or partial refund to be made, please note that we will require photographic evidence. We will then decide is a refund is required.
Nothing in this policy affects your statutory rights.
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