Private Consumer Customer Returns Policy
We offer a 30 day consumer return policy, this applies to all customers who have purchased for individual home use, business customers see our B2B returns policy below. If you are in any way unhappy with any of your purchases, you can return all unused goods, in their original packaging, within 30 days for a refund or exchange. When returning items please include the origional, or a copy of the packing slip that we supplied or a print of the order received email. Should you have any questions or concerns you should email us with a description of fault or reason for return along with the reference number or name of the product and we will be happy to advise and provide a solution. At Hook & Loop Fasteners we meet and exceed the requirements of the Data Protection Act, 1998.
Should a replacement product be required we will arrange for a collection of the faulty/damaged item at the same time the replacement is delivered, this will minimise the inconvenience to you. Please make sure that the item due to be collected is securely packed, wrapped or boxed, as the postal service/couriers will not collect non-packaged goods, if this is the case they will be unable to leave the replacement and we can not offer any refund. Should the return item be unavailble you may be liable for a second collection/delivery attempt charge of up to £7.30.
If you require a refund, we will credit your origional payment method within 14 days of receipt of the returned product. Please note that the delivery charge is non-refundable. For faulty goods, we will either replace the goods or refund you in full (including delivery charges) refunds for faulty goods are made within 30 days of receipt.
Your statutory rights are unaffected.
You may cancel your order at any stage before, and up to 14 days after the goods are delivered to you without reason by notifying us in writing at the address or emailing us. We aim to process your order for dispatch on the same day of receiving it. Consequently, even if you do cancel your order shortly after placing it, it is possible that we may be unable to prevent goods you have ordered being dispatched to you, if this is the case, you will then be required to return the order to us at your cost.
Excluded from our returns are special order items, custom made straps and any "Cut To" items including any items purchased by the metre, these can not be returned as they have been specifically cut from larger rolls specifically for your order.
The majority of our hook and loop straps are welded, these straps are designed for bundling items and are NOT for load handling, the only straps designed to carry load are the standard LOGISTRAP® or made to order stitched straps. No liability is offered for welded straps that have been used to handle or bear any load.
Incorrect Item Received
Please contact us via our form and advise if you have received incorrect items, we will then arrange for the item to be collected and the correct item delivered. Please note that should collection of the item fail and the driver is told that nothing is to collect, but delivery be successful we reserve the right to charge for the item until it has been received and we will require you to send the item back.
Business to Business orders are accepted for return, however you must notify us within 7 working days of placing the order, they do not qualify for carriage charge refunds and are subject to a 25% re-stocking fee.