Returns and Refunds Policy
Products are sold for domestic use only.
If you’ve ordered the wrong item, don’t need it any more or are not happy with your item then no problem! You have 30 days from the date you received your order to request a full refund with no questions asked.
Simply follow the instructions below to get your return under way.
HOW TO RETURN YOUR ORDER
To return your item, please email us informing that you’d like to cancel the order quoting your order number and simply send your item(s) within 30 days of the date your order was delivered back to the address below including your name, contact details and reason for return.
Returns/ Grabex Windows Ltd,
Grabex Business Centre, Murray Rd,
Orpington BR5 3QY
We can either:
1) offer a full refund minus any original shipping costs
2) offer an exchange for a different item (additional costs, or refunds, may apply) or
Please let us know your preferred method at time of return.
We are unable to accept unwanted gifts or non-faulty items if more than 30 days after the delivery date have passed.
HOW TO PREPARE YOU ORDER FOR RETURN?
Our one condition is that it needs to be returned in as new condition with all original packaging. So please ensure you keep your original packaging for the duration of your returns period.
Items returned that are missing original factory packed accessories you will be charged for their replacement.
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. If you have purchased goods as part of a package deal, please note that all items must be returned.
MY ITEM IS FAULTY, WHAT NOW?
If your item develops an unfortunate fault within the warranty period then we will work with you and the manufacturer to get it repaired or replaced.
In the first instance please contact our team on firstname.lastname@example.org including your order details and a description of the fault whereby we can advise and take further action if required.
WHO PAYS FOR SHIPPING
RETURNS & EXCHANGES: Returns and exchanges will need to be returned to us at your own cost. We recommend using a service called Parcel Monkey (www.parcelmonkey.co.uk) where you can easily arrange a courier to collect your parcel from your home or work without requiring a printer.
FAULTY GOODS: If your item is faulty then we will cover the cost of return up to a maximum of £15. As above we recommend that you return via Parcel Monkey at your cost, send us a receipt and we will credit the cost (up to a maximum of £15) to your account.
Please remember that in both cases the parcel remains your responsibility until it safely reaches ourselves, so please ensure that it’s sent via a tracked and insured courier to the address stated above only and is well packaged*.
We cannot be held responsible for lost or damaged parcels.
*If your item turns up damaged, it will be returned to you regardless of original fault.
HOW LONG WILL MY REFUND TAKE?
We will refund your order via your original payment method only.
We endeavour to process all returns within 48 hours of receiving them back in our warehouse, so you should receive a full refund within 14 days of our receipt of the goods.
NOTE: If you send an item in with no details, we won’t be able to process it and it will cause a delay in your refund as we will need to wait for you to contact us first.