Returns Policy
1. Introduction
1.1 Thank you for shopping with Office Supplies Now Ltd. We want you to be completely satisfied with your purchase. If for any reason you are not happy with the office products you have bought, you may return them under the conditions outlined below.
1.2 By purchasing from us, you agree to abide by the terms of this Returns Policy.
2. Right to Cancel and Returns
2.1 Under the Consumer Contracts Regulations (applicable in the UK), you have the right to cancel your order and return products within 14 calendar days from the day you receive your goods.
2.2 After the 14-day cancellation period, you may still be eligible to return the products under the terms of our extended returns policy, outlined in section 3 below.
3. Eligibility for Returns
3.1 To be eligible for a return under this policy, the product must be in unused, unopened, and re-sellable condition. It must also be in its original packaging (if applicable).
3.2 Products that are customised, personalised, or made to order may not be eligible for return, unless they are faulty or damaged upon arrival.
3.3 You are responsible for returning the product to us at your own cost, unless the product is faulty or was delivered incorrectly.
4. Process for Returning Products
4.1 To initiate a return, please contact our customer service team at sales@officesuppliesnow.co.uk within 14 days of receiving your order. You will need to provide the following details:
- Order number
- Product(s) you wish to return
- Reason for return
4.2 We will issue you with a Returns number and instructions on how to return the product(s).
4.3 Please ensure that the returned products are securely packed to avoid damage during transit.
4.4 You will be responsible for the cost of returning the products unless they are faulty, damaged, or incorrect.
5. Refunds
5.1 Once we receive the returned product(s), we will inspect them to ensure they meet the criteria for a return. If accepted, we will process your refund.
5.2 Refunds will be issued to the original method of payment. Please note that it may take up to 14 working days for the refund to appear on your account, depending on your payment provider.
5.3 If the product is found to be damaged or not in a re-sellable condition, a refund may not be issued, or we may deduct an amount to cover the loss in value.
6. Faulty or Incorrect Products
6.1 If the product you received is faulty, damaged, or not what you ordered, please contact us within 14 days of receipt to arrange for a return.
6.2 In the case of faulty or incorrect products, we will cover the cost of returning the item to us. You will also be entitled to a full refund, replacement, or repair, depending on your preference and product availability.
6.3 If the product is faulty within the manufacturer's warranty period, we may offer repair, replacement, or a refund, in accordance with your statutory rights.
7. Exceptions to the Returns Policy
7.1 We cannot accept returns for the following items:
- Perishable goods (e.g., certain supplies like paper, printer cartridges, etc, if opened and used)
- Food & Drink items
- Items that have been used or installed, unless they are faulty
- Personalised or custom-made items that are specifically tailored to your order
- Gift cards or vouchers
8. Non-Delivery or Incorrect Deliveries
8.1 If you have not received your order within the expected delivery timeframe, please contact us within 7 days of the expected delivery date. We will investigate the matter and resolve it as quickly as possible.
8.2 If the wrong product is delivered to you, please contact us within 14 days of receipt. We will arrange for the correct product to be sent and the incorrect product to be collected at no cost to you.
9. Consumer Rights
9.1 Nothing in this Returns Policy affects your statutory rights under UK law. If you are a consumer, you are entitled to a 14-day cooling-off period under the Consumer Contracts Regulations, during which you can return products for any reason.
9.2 In the case of faulty products, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015, which provides that goods must be as described, of satisfactory quality, and fit for purpose.
10. Contact Us
If you have any questions or need assistance with a return, please contact our customer service team:
- Email: sales@officesuppliesnow.co.uk
- Phone: 01706 516360
- Address: Office Supplies Now Ltd, Unit 7B, Caldershaw Business Centre, Ings Lane, Rochdale, OL12 7LQ