Returns & Refunds Policy
This Returns Policy applies to purchases made through www.avelis-appliances.co.uk. Our aim is to make returns simple and fair, while complying with UK consumer law.
How do I return goods if I’m not happy with them?
If you change your mind about a product, please contact us at [email protected] to request a returns form. Once approved, you can return the goods using a trackable, insured courier service.
How long do I have to return an unwanted item?
In line with the Consumer Contracts Regulations, you have 14 days from delivery to notify us in writing (email is fine) if you wish to return an item, and a further 14 days to send it back.
Items must be returned in resellable, as-new condition with original packaging to qualify for a full refund.
What if my item is faulty or damaged?
It is essential that you check your order promptly on delivery.
- For courier deliveries, you may sign as “unchecked”. Open and inspect your order within 24 hours.
- For pallet deliveries, check packaging before signing. If there is obvious damage, note this with the driver.
If you discover damage or a fault, notify us immediately by email with photographs of the product and packaging. Claims for items damaged in transit must be made within 2 working days of delivery.
Where a fault is confirmed, we will arrange a repair, replacement, or refund. Products that develop faults after installation are covered under the manufacturer’s warranty.
I’ve ordered the wrong item. How can I cancel it?
If you contact us quickly, we may be able to cancel your order before it is dispatched. Once dispatched, cancellation may not be possible. You can either:
- Refuse delivery – return charges will be deducted from your refund.
- Accept delivery and return the item at your cost (trackable, insured courier required).
Refunds will be issued on safe, undamaged return.
Do I need to pay for the return?
Yes, unless the goods are faulty or damaged on arrival, the cost of returning unwanted items is your responsibility. Use a trackable, insured service to protect against loss or damage in transit.
When will I receive my refund?
Refunds are processed as soon as possible, usually within 5 working days of receiving the return, and always within the statutory 14 days. Please note that although refunds leave our account immediately, it may take up to 5 working days for funds to appear in your bank due to processing delays.
If I accept a discount to keep the item, am I still covered?
Yes. Your warranty and statutory rights still apply, but only for issues unrelated to the reason for the discount.
Contact Us
If you wish to arrange a return, please email: [email protected]
Postal Address: Avelis Appliances, 4 Duncombe Way, Bradford, BD8 9SY