This policy covers orders placed online at signetid.co.uk. If you buy through a trade account, over the counter or via our sales team, your order is governed by our terms of trade instead.
Returning unwanted goods within 14 days
Changed your mind or ordered the wrong part? Let us know within 14 days of delivery and we'll accept the return, as long as the goods are:
- returned with the original packaging wherever reasonably possible
- complete with any manuals, accessories and labels supplied
- in a condition consistent with reasonable inspection and handling
Once you've told us you want to return an item, you have a further 14 days to get it back to us. Return carriage is at your expense and the goods remain your responsibility until they reach us, so please use a tracked, insured service.
We'll refund the price of the goods plus our standard delivery charge within 14 days of receiving them. If you paid for an upgraded delivery service, we refund the standard rate only.
If goods come back used, damaged, incomplete or without their original packaging, we may reduce the refund to reflect the loss in value. We'll always tell you before we do.
Returns requested after 14 days
Returns requested more than 14 days after delivery are accepted at our discretion. Where we can take the goods back, a restocking fee will apply. This is set by the charge the manufacturer or supplier makes to us and is typically 20% to 25% of the goods value, though it varies by product and brand.
We'll confirm the exact fee before you send anything back. Returns will not normally be accepted more than 30 days after delivery unless the goods are faulty.
What we can't take back
Unless faulty, the following are non-returnable:
- special order or non-catalogue items sourced specifically for you
- anything cut, mixed, assembled or made to your specification, including cut lengths of hose, belt, chain and tubing
- lubricants, oils, greases, adhesives, aerosols and chemicals once opened
- PPE, workwear and hygiene items such as gloves, masks, ear protection and first aid supplies once the packaging has been opened
- Goods dispatched directly from a manufacturer remain subject to this policy and your statutory rights. Additional manufacturer restrictions may affect our ability to accept discretionary returns beyond your legal rights.
Not sure whether your item qualifies? Ask us before you order. It's much easier to sort out up front.
Faulty, damaged or incorrect goods
If something arrives faulty, damaged or isn't what you ordered, that's on us. Contact us as soon as you notice and we'll arrange collection or cover the return cost.
- Please notify us within 3 working days where possible so we can conduct a prompt investigation with the carrier. Failure to do so will not affect your statutory rights.
- Faults found within 30 days of delivery: you can choose a full refund, repair or replacement.
- Faults reported after 30 days will normally be remedied by repair or replacement in the first instance. If repair or replacement is not possible, is unsuccessful, or cannot be carried out within a reasonable time, you may be entitled to a refund or price reduction in accordance with your statutory rights.
Where possible, goods should be returned in their original packaging. Missing packaging may result in a deduction where it reduces the resale value of the goods. Goods that have been fitted, used or modified will be assessed before a remedy is agreed, and we may refer technical faults to the manufacturer for inspection.
Cancelling an order
You can cancel an order at no cost at any point before it's dispatched. Email us with your order number and we'll confirm the cancellation in writing.
Orders shipped directly from a manufacturer are processed quickly, so we need to hear from you within 1 hour of ordering. Special order and non-catalogue items can't be cancelled once we've placed them with the supplier. If your order has already been dispatched, it's treated as a return and this policy applies.
Lead times are estimates only and are not guaranteed. Delays caused by manufacturers, suppliers, carriers, customs authorities, or other factors outside our reasonable control may occur. Such delays will not normally constitute grounds for cancellation of an order. We will keep customers informed of any significant changes to expected delivery dates. Nothing in these terms limits or excludes any statutory rights available to consumers.
How to return an item
Get a returns number first. Goods returned without a returns number may delay processing of your refund and may take longer to identify.
Your legal rights
Nothing in this policy affects your statutory rights. If you're buying as a consumer, your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 apply in full. If you're buying on behalf of a business, those regulations don't apply and returns are handled under this policy and our terms of trade. For business customers, acceptance of any return outside our statutory obligations is entirely at our discretion.