Returns Policy

Returns at a Glance

Business Customer Returns (B2B)

Business customers may return standard stock items within 14 days of the delivery date, provided the following conditions are met:

• Items must be unused, uninstalled, and in their original packaging
• All protective caps, plugs, seals, and tags must remain intact
• Items must not have been pressurised, tested, or exposed to process media
• A valid proof of purchase (such as your order confirmation or invoice) must be provided
• A Returns Merchandise Authorisation (RMA) number must be obtained from us before returning the goods

Restocking Fees

A restocking fee of 15–25% of the product price may apply to non-defective returns for business customers. The exact fee depends on:

• The product type and condition upon inspection
• Whether the item is a standard stock item or a special order
• Packaging condition and resaleability

Standard catalogue items in perfect, unopened condition are typically subject to the lower end of this range (15%). Special order items and opened-but-unused goods may attract the higher rate (25%).

Consumer Returns (14-Day Cooling-Off Period)

If you are purchasing as a consumer (for personal, non-business use), you have the right to cancel your order within 14 days of receiving the Goods, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

How the Cooling-Off Period Works

• The 14-day period starts on the day you (or someone you nominate) receive the Goods
• You must inform us of your decision to cancel by a clear statement — email info@ukvalvesdirect.co.uk with your order number
• You then have a further 14 days to return the Goods to us

Consumer Refunds

• We will refund all sums paid, including the outward delivery charge (limited to the cost of the least expensive standard delivery option)
• Return shipping costs are the responsibility of the consumer
• Refunds will be processed within 14 days of receiving the returned Goods (or evidence that they have been sent back)
• Refunds are issued to the original payment method

No restocking fee applies to consumer returns within the 14-day cooling-off period. Your statutory rights are not affected.

Defective, Damaged, or Incorrect Goods

If you receive goods that are faulty, damaged in transit, or not as described, we will replace or refund them at our discretion. Return shipping costs for genuinely defective goods are covered by UK Valves Direct.

What to Do

• Contact us within 48 hours of delivery — email info@ukvalvesdirect.co.uk or email info@ukvalvesdirect.co.uk
• Provide your order number, a description of the issue, and photographs of the defect or damage
• Retain all original packaging — we may need this for our carrier claim
• We will arrange collection at our expense or provide a prepaid return label

Warranty Defects

All products carry a 12-month manufacturer's warranty from the date of delivery. If a product develops a defect within the warranty period, please contact us with your order details and a description of the issue. We will assess the claim and arrange a replacement or refund as appropriate.

The warranty does not cover damage from misuse, improper installation, normal wear and tear, or operation outside published specifications. See clause 10 of our Terms & Conditions for full warranty details.

Non-Returnable Items

The following items cannot be returned under any circumstances (unless defective):

• Custom actuated valve assemblies — valves assembled with actuators, solenoids, positioners, or limit switches to bespoke specifications
• Cut-to-length products — pipe, tubing, gasket material, or any item cut to a custom dimension
• Special order items — products procured specifically for your order that are not part of our standard stock range
• Hazardous goods — sealants, lubricants, PTFE tape, and chemical products once seals are broken
• Installed or used items — any product that shows signs of installation, use, pressure testing, or exposure to media
• Electrical components — solenoid valves, actuators, and instrumentation that have been wired or commissioned

How to Initiate a Return

All returns require a Returns Merchandise Authorisation (RMA) number before despatch. To request an RMA:

1. Email info@ukvalvesdirect.co.uk with the subject line "Return Request — [Your Order Number]"
2. Include your order number, the item(s) you wish to return, and the reason for return
3. We will review your request and issue an RMA number within 1 working day
4. Clearly mark the RMA number on the outside of the return package
5. Return the item(s) to our Willenhall depot using a tracked, insured delivery service

Important: Items returned without an RMA number may be refused or experience processing delays. Return postage costs are the responsibility of the customer unless the return is due to our error or a genuinely defective product.

Refunds

Once we receive and inspect your return:

• A refund will be processed within 5 working days
• Refunds are issued to the original payment method
• Any applicable restocking fee will be deducted before the refund is issued

Please allow 3–5 additional working days for the refund to appear in your bank account, depending on your payment provider.

Need to Start a Return?

Contact our returns team — we're here to help:

info@ukvalvesdirect.co.uk — include your order number in the subject line
info@ukvalvesdirect.co.uk — Monday to Friday, 8:00 AM – 5:30 PM