RETURNS INFORMATION
REQUEST RETURN OR NOTIFY US WITHIN 30 DAYS
Complete returns authorisation form below or notify us of problem
SECURLY PACK AND AWAIT RETURN FORM
We will send you a returns authorisation to send with goods
SEND BACK TO US WITHIN 7 DAYS ONCE AUTHORISED
Our policy on postage payments can be found below
WE INSPECT, REFUND OR REPLACE
Account or original payment method is credited
NON-RETURNABLE MERCHANDISE
Please note some products are non returnable unless a defect and/or fault is discovered unless specifically agreed in a pre-existing contract of supply with stock-holding liability agreement in place
examples include:
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Products which are custom-embellished with a Heat Applied Transfer, Embroidery, Sewn on badge, Screen print or other unique customer specified marking or decorative alteration.
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Products which have been sealed for health protection or hygiene reasons (for example certain types of PPE) and which have been opened, or unsealed, after delivery.
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Bespoke special measure / Made to order garments, Eyewear, Footwear and other bespoke occupational Health products.
We will always endeavour to solve special measure issues quickly and efficiently to the satisfaction of all parties. Our in-house technical and alteration department work alongside third party specialist partners to resolve any problems that arise. However we ask all of our customers to recognise the additional resource involved and ensure that the correct procedure is followed and that accurate measurements are provided to avoid unnecessary delay.
You can request a return authorisation by rainisng at returns request ticket within your account centre once logged in to the ordering portal. Upon submission we will contact you to coordinate the return of your product. You will be issued a Returns Note clearly detailing the products that have been authorised to be returned for inspection by our technicians, any returned product that is not accompanied by an official returns note will result in your product not being credited or replaced. Further details of our policy and FAQ's are below.
If you have simply changed your mind about any item ordered and you wish to return it, you can do so provided you inform us of your decision within 30 days of receipt of the item. The item must not be used and be returned in be in its original packaging. Once you've informed us that you wish to return goods you have a further 7 calendar days to do so, at your own expense. Once the item is received at our warehouse, we'll inspect the returned garments and issue a refund for the product to your account or to your original payment method. Non-faulty goods are subject to a 15% restocking fee and where applicable a 3% card handling fee.
Where items are being returned due to incorrect picking, defects or faults w
e will arrange a courier or cover your costs of return up to £3.50 per parcel should you elect to make your own arrangements. You are responsible for returns cost for all other reasons.
If you have not received your items you must let us know within 7 days from the estimated delivery date. Once we know you have not received your item we will investigate the matter fully both internally our with our international courier partner UPS. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed.
If your items are faulty on arrival, you have 30 calendar days to inform us. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We inspect returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
If any of your purchases develop a defect, and it's more than 30 calendar days since receipt, then provided your item has been used and maintained in accordance with the instructions and not abused then you are entitled to a have the product repaired, should it not be economically viable to repair the product only then it will be replaced or credited should a suitable replacement not be available.
The majority of our range is despatched from our two UK Logics Centres. On some occasions to expedite you order we may despatch your product direct to you from a third party supplier. This means that your total order may arrives acro ss number of packages of number of deliveries.
If any items were damaged in transit, but the outer parcel remained secure we ask that you report it to us within 30 working days. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
On rare occasions parcels may be damaged once they have left. If you notice any damage when the courier presents your delivery. if there is any damage to the box at all please sign for as "damaged" and do not accept the delivery.
All parcels damaged in transit must be notified to us by calling our customer services team on 0121 555 1023 or sending an email to customerservices@eurox.co.uk within 48 hours of delivery. Failure to do this may result in the parcel not being replaced. Please ensure you only sign for the number of packages physically received, it is the sole responsibility of you the recipient, to ensure you do not sign for any packages no received.
We understand that the provisions that UPS have in place due to COVID-19 effect your ability to apply this procedure and advise any customers to contact us if you have been left a damaged parcelthat you were unable to refuse.