Returns Policy
This Returns Policy explains how returns and refunds are handled for consumer orders and business-to-business (B2B) orders. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
1. Consumer Orders (CCR / “DSR”)
If you are purchasing as a consumer (for personal use and not for business purposes), eligible orders placed online may be covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (often referred to as “Consumer Contracts Regulations” or “CCR”).
- You may have the right to cancel eligible consumer orders within 14 days of receiving the goods.
- You must take reasonable care of the goods while they are in your possession.
- You may be responsible for return carriage costs where this has been clearly stated prior to purchase (unless the item is faulty or misdescribed).
- Where a valid CCR cancellation applies, refunds will be processed in line with statutory requirements and no restocking, administration, or payment processing fees will be applied.
Where goods have been handled beyond what is necessary to inspect them, we reserve the right to apply a reduction in refund for diminished value, as permitted by law.
Please note that the dispatch estimate and lead time provided in your order confirmation email (subject: “Your Order #[Order Number]”) forms part of the information supplied at the time of purchase.
1.1 Consumer Exclusions
Consumer cancellation rights do not apply in all cases. Common exclusions include (but are not limited to):
- B2B purchases
- Bespoke, made-to-order, or special-order items
- Goods that are non-returnable for hygiene or safety reasons once unsealed
2. Failed Delivery Returns
Where an order is returned to us because delivery could not be completed due to customer-related issues (for example an incorrect address, missed delivery attempts, refused delivery, or insufficient access), it will be treated as a failed delivery return.
For full details on failed delivery re-attempts and how refunds (if any) are calculated in these situations, please see our Shipping Policy & Charges.
3. Business-to-Business (B2B) / Non-CCR Returns
Orders placed by businesses are not covered by the Consumer Contracts Regulations. Returns and refunds for business customers are handled in line with our Terms & Conditions.
- All approved returns are subject to a 25% restocking fee (minimum £10), plus outbound and return carriage costs where applicable.
- A 3% payment processing fee will also be deducted from refunds that are not covered by CCR/DSR.
- Items must be returned unused, complete, and in a fully resellable condition.
- If items are received damaged, incomplete, or not suitable for resale, no refund will be issued and the items may be disposed of without notice.
It is the customer’s responsibility to ensure returned items are packaged appropriately and arrive back to us in a saleable condition.
4. Faulty, Damaged or Misdescribed Goods
If an item arrives faulty, damaged, or misdescribed, please contact us as soon as possible with your order number and (where relevant) photographs. Your statutory rights under UK consumer law (including the Consumer Rights Act 2015 for consumer purchases) are not affected.
5. Contact Us
If you have any questions about returns or refunds, please contact us at info@bcs.supplies .