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Shipping & Returns

You must notify our Sales team on lucas.evans@charcroft.com of any loss or damage to the Goods in transit or if incorrect Goods are supplied within 7 days of receipt of the Goods.

Full details are set out in our Terms & Conditions.


Returns Policy, and the Distance Selling Regulations

If the Buyer is buying as a ‘consumer’, as defined in The Consumer Protection (Distance Selling) Regulations 2000, the Buyer may, provided he or she has taken reasonable care of the Goods, have the right to return the Goods and be repaid the price paid in respect of them.. Your legal right to cancel a Contract starts from the date of the dispatch of the Goods, which we will notify to you and which is when the Contract between us is formed. If the Goods have already been delivered to you, you have a period of 7 (seven) Working Days in which you may cancel, starting from the day after the day you receive the Goods.


To return Goods, the Buyer must notify the Seller in writing and return the Goods, in their original packaging, within the 7 day period to the Seller clearly quoting the Returns Material Authorisation Number (RMA), Buyer’s account number and order number on the outside of the package. Goods should be returned first class with proof of posting and the Buyer is responsible for payment of all postage costs unless the Goods supplied are substitutes for items actually ordered by the Buyer.


In respect of certain Goods the Seller may prefer to arrange collection itself and, if requested, the Buyer will allow the Seller to collect the Goods and will assist in the arrangements for the Goods’ collection. All reasonable costs of collection will be borne by the Buyer. The Buyer is responsible for the care and custody of the Goods pending their return or collection. Following receipt of Goods which comply with this Condition, the Seller will refund to the Buyer the price paid in respect of the Goods. Any Goods that have been supplied with a Certificate of Conformance released to CECC or BS regulations are unable to be returned at all due to traceability restrictions.


Where the above clauses do not apply, prior to returning any Goods to the Seller for any reason, the Buyer must contact the Seller to obtain a RMA. All Goods are returned at the Buyer’s risk and expense and should be undamaged by the Buyer and in their original packaging. The Buyer is responsible for returning Goods to the Seller and for providing proof of delivery of such return.


The Seller operates a 7 Working Days return policy. To be accepted for return on this basis, Goods should be returned for receipt by the Seller within 7 days of despatch. The Buyer should return the Goods to the Seller clearly quoting the RMA, Buyer’s account number and order number on the outside of the package.


Any Goods returned after 7 days as ‘unwanted’ or ‘incorrectly ordered’ may only be accepted at the discretion of the Seller but will be subject to a minimum restocking fee of 20% of the Price. Goods ordered as manufactured specifically upon receipt of Order cannot be returned unless faulty, not fit for purpose, or do not match their description.


Goods that consist of software or are specially constructed or contain any of the hazardous substances referred to in Directive 2002/95/EC on the Restriction of the Use of Certain Hazardous Substances in Electrical or Electronic Equipment (‘RoHS’) may not be returned under this Condition.


Any Goods which are non-stock items may not be returned under this Condition. Any static-sensitive Goods or moisture sensitive components (MSL) supplied in sealed packaging may not be returned if the blister or ‘peel’ packs in which they are supplied have been opened, tampered with or damaged. Any Goods that have been supplied with a Certificate of Conformance released to CECC or BS regulations are unable to be returned at all due to traceability restrictions due to traceability restrictions.