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Our Refunds Policy

Our Refund and Returns Policy Details

As a company, we are guided and adhere to the two following Retail Regulations
- Consumer Contracts Regulations ( Information, Cancellation and Additional Charges ) 2013 ( Click here to view in full )
- Sales of Goods Act 1979 ( Click here to view in full )
- Further in depth information is available at the website www.businesscompanion.info . This is a Trading Standards Institute website ( Click here to view in full )

Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.
Our policy: In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us in their original condition within 30 days and we will offer you an exchange or refund.
Right To Cancel: We allow all our customers the right to cancel your order within 30 working days from delivery. You must notify us by email within 30 working days from delivery with your intention to return the item. On Receipt of this notification, we will issue you guidelines on how to return the items to us, via e mail. This will take the form of a Cancellation Form and we will also advise a returns number to help with the speedy processing of the cancelation / return.
Returns and Refunds Procedure: If you wish to return the goods within the 30 days, please take reasonable care of the items and it would help if you retained the original packaging.
Please return goods in the same condition as received. We request that if you or the carriers open the box to examine the product please do so without damaging the box and packaging or damaging the product in any way. Please re-package as received in order for us to re-sell the item as brand new. If the carriers unwrap an item please ensure the packaging remains with the customer. Please do not allow carriers or any other party to destroy any packaging as we request the item to be returned with original packaging

Please take into account before purchasing our products that once items are dispatched from our warehouses the costs involved with return will be with the customer at the price we have paid to deliver the goods, proof of this cost will be made available if requested. Therefore it is essential if cancelling an order to let us know immediately to avoid unwanted items being dispatched.

Please note if any items are damaged or faulty please always e mail us to sales@rootsourceltd.co.uk within 24 hours to report this matter.

Please do not return items without prior authorisation. The returns authorisation is valid for up to 30 days only from delivery.

Goods sent back without prior returns authorisation will be returned back to you and the cost of delivery charged to your account.

Refunds: Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund authorised only after a full inspection of the goods by our Returns department to check for completeness and correct product return.
For all goods received back complete as NEW and unused including all accessories; you will be refunded the full invoice amount less cost of return / any additional delivery charges paid i.e. 24 hour delivery cost, location surcharge etc. Due to the checking and repackaging requirements of products, any order returned for refund or exchange will be subject to a 10% restocking fee over and above any additional delivery charges paid I.e. 24 hour delivery cost, location surcharge etc. This amount will be deducted from the refund or exchange value.

Please take care to research all the above points further with your local specialist as to avoid any disputes after purchase.
If you are unable, for whatever reason, to facilitate collection or delivery of your goods on the confirmed date arranged, you must inform the carriers at least one working day in advance so that another date can be booked. If, through no fault of their own, our carriers cannot gain access on the date agreed, an aborted collection / delivery fee of £50 will be charged.

After the 30 day period has expired we will be unable to accept returns of any items purchased unless faulty.

Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.

If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect within 24 Hours of the date you receive them, or as soon as possible thereafter by emailing us. Please keep the products purchased in a saleable condition and retain the original packaging in the condition it was provided. Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non faulty items returned will always be returned at the expense of the customer at cost paid by us for initial delivery per item.

We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.