Returns and cancellation
Changing your mind
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers a 14-day cancellation right. They do not apply to business-to-business sales, so this is a goodwill policy rather than a statutory one — but we would rather you had it.
Tell us within 14 days of delivery and we will collect unopened, undamaged, resaleable stock in its original packaging and credit it, less a collection charge if it is outside Bristol. Ring first so we can book it in.
What we cannot take back
- Controlled goods. No returns, at all, once nitrous oxide has left our premises. We cannot verify how it has been stored or whether it is still the item we sent, and we will not reintroduce anything to stock that has left our chain of custody. If we have sent you the wrong thing, that is a different matter — call us the same day.
- Opened food-contact items, once the outer packaging is broken.
- Hygiene and chemical products with a broken seal.
- Special orders and non-stock lines bought in for you.
- Anything perishable.
Faulty or wrong goods
Tell us within three working days of delivery. We will replace, collect or credit, and we pay the carriage. Under the Sale of Goods Act 1979 goods must correspond with their description and be of satisfactory quality; that right is not affected by anything above.
Cancelling before dispatch
Ring us. If it has not been picked we will cancel it at no charge. Orders held for controlled goods review can be cancelled at any time until they are released.
Refunds
Credits go to the account within five working days of us receiving the goods back. Proforma customers are refunded to the original payment method.