If You Need to Return or Cancel Items In Your Order
Under the Sale of Goods Act 1979, you are entitled to a refund, replacement and / or repair where goods are found to be faulty or not as described. We offer a 14 day returns policy for most of our products available for sale in the UK via our website. The 14 day period begins the day after you take delivery of your order. This policy does not apply outside of the United Kingdom, as we do not sell directly from our website to international customers. We want you to be entirely happy with the goods and service you receive from us so in addition to your legal rights as a consumer – if you change your mind and simply wish to cancel your order, our 14 day refund policy still applies rather than the standard 7 day cooling off period required by law. If you wish to cancel/ return your order or notify us of damaged / faulty goods please tell us in writing by email at firstname.lastname@example.org . A telephone call is not enough and your refund may be delayed as a result. Please note that some of our products are non-returnable and cannot be refunded or exchanged.
Goods that cannot be returned or exchanged are those that have been made to order, such as non-standard sized products, tank liners and pond liners. Other goods with an expiration date such as Aquatabs and P&G Water Purification Sachets are also ineligible for return.
Damaged / Faulty Goods
Please inspect your goods thoroughly upon receipt. Damages / Faults must be notified by email to email@example.com within 48 hours of receipt to enable us to take appropriate action on your behalf.
Once notification has been acknowledged by us and a Returns Authorisation Number (RAN) has been obtained, goods must be returned to our warehouse within 14 days. The cost of returns, unless the item is reported as damaged or faulty will be borne by the customer. We reserve the right to make a charge not exceeding our direct costs in recovering the goods if they have been returned at our expense or without requesting the necessary authorisation. Goods returned more than 14 days after your acceptance of delivery will not be refunded.
How to return your item/s:
1. Your item must be unused / undamaged (unless notified) and in the same condition that you received it. Please use original packaging where possible. A copy of your receipt / proof of purchase must be included with your return. We need your full contact details in case we need to talk to you about your return.
2. Please contact us at firstname.lastname@example.org to request a Returns Authorisation Number (RAN) which must be clearly displayed on your returned package. When you have received your Returns Authorisation Number you may make your own arrangements to return items and pay the appropriate charges, or for large / bulky goods you can ask us to make collection arrangements on your behalf (we will require payment for this service). If you decide to make your own arrangements to return goods, we strongly advise using a trackable method as we are unable to refund goods that do not reach us.
3. The address for returns must be displayed clearly on the packaging as follows:
Butyl Products Ltd
Returns Authorisation No. _________
11 Radford Crescent
Billericay Essex, CM12 0DW
4. Once your return is received and inspected by us, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 to 5 business days.
Late or missing refunds
If you haven’t received a refund within 5 business days, please first check with your credit card provider or bank that the refund is not still being processed by them. Processing time sometimes varies greatly depending on the card issuer. Once you are satisfied that your refund is not in hand with your card issuer, please contact us at email@example.com and we will do everything we can to speed the process along for you.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only exchange items if they are defective or damaged. If you need to exchange damaged goods for a replacement item, please inform us when you notify us of the damages / faults and we will make arrangements accordingly