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1. Returns/ Refunds

1.1 Orders for Special Order Products may not be cancelled.

1.2 You the Buyer may cancel other orders at any time before they are dispatched by either:

(a) emailing: [email protected] or,

(b) telephoning: 01371 859 100.

1.3 Before returning any Goods to Tubela the Buyer must contact us either by:

(a) email: [email protected] or

(b) telephoning: 01371 859 100.


2. Your right to change your mind

2.1 The Buyer may return Goods for any reason within 14 days from the date of receipt provided that the following conditions are satisfied:

(a) Goods will only be accepted if they are in brand new, unused and fit for immediate re-sale;

(b) Packaged items will only be accepted if the package remains unbroken and in reasonable condition, and

(c) the Buyer supplies the Advice Note or other proof of purchase, like the e-mail confirmation.

2.2 Where Goods are returned with regards to Condition 2.1 (where they are not faulty):

(a) in every case a restocking charge of 20% will be made if they were ordered correctly based on our advice; and

(b) the risk and cost or returning the Goods shall be at the Buyer's cost.

2.3 Tubela will examine the returned Goods and we will process any refund to the Buyer within 14 days. Unless otherwise notified by Tubela the price of the Goods will be refunded less any applicable delivery and/or collection charges.

2.4 Tubela cannot offer refunds or accept returns on the following (unless they are faulty):

(a) Special Order or specially manufactured Goods;

(b) if sealed packages have been opened rendering them effectively secondhand, unless they are faulty;

(c) Goods that have been assembled and/or used.


3. Damaged or Faulty Goods

Firstly, please accept our apologies if you have received a product that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible. Every care is taken to inspect products before despatch.

If you believe that the product is faulty, in the first instance, please refer to the user guide (in particular any troubleshooting section). If the problem cannot be resolved, please contact us.

You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will initially do all we can to help you to resolve the issue. If it becomes clear the product is faulty then we will arrange collection and offer a refund or replacement.

Our Returns Policy for faulty items upholds your statutory rights.


4. Cost of returning Goods

4.1 Please note that we can only refund the postage costs for returning goods where:

(a) we sent you the wrong product, or

(b) the product is damaged or faulty; or

(c) where you are returning a substitute or replacement item for a faulty product.  

4.2 In respects to possible faulty goods we will not refund postage for products found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.