Returns Policy
Your rights to return goods are protected under the EU Distance Selling Directive and you have a legal right to return any goods ordered within fourteen days of receipt for replacement or a full refund provided the goods are in a resalable condition. We cannot exchange items that are soiled, wet or opened.
If an item being returned as faulty we will exchange or refund regardless of condition, though it is greatly appreciated if it is in as new condition as possible.
It is the responsibility of the customer to ensure that they are ordering the correct product for their requirements.
Additional Payments/Refunds :
When you place your order, your card details are only held by our secure card processing provider, Sage Pay, in encrypted form. We do not have access to your card details.
If you wish to return an item for a refund, refunds can only be applied on to your original payment method, and can be processed upon confirmed receipt of your unopened item(s).
How to Return an Item :
Send your items, unopened, within 14 days of purchase to:
A-OK9 Ltd
James and James Fulfilment, Rhosili Road
Brackmills Industrial Estate
Northampton
NN4 7JE
UK
When returning goods to us, there is no need to use registered or signed-for delivery.
Import Restrictions
Please be aware that items being sent to overseas addresses may be subject to import restrictions at the point of entry. This is outside of A-OK9's control and it is therefore entirely at the customer’s risk and their responsibility if goods are refused entry. We do not accept any responsibility for this and no replacement goods will be sent or refunds made should this occur.
We aim to send out replacement items within the same timescale as original orders, but at busy times, or if we are out of stock of your replacement item, there may be a longer wait.
Return Address
A-OK9 Ltd
James and James Fulfilment, Rhosili Road
Brackmills Industrial Estate
Northampton
NN4 7JE
UK
Additional Terms for United States Orders
For orders placed from the United States, UK statutory cancellation rights do not apply. Refunds and returns for U.S. customers are governed by this policy and applicable U.S. law.
Orders that have not yet been processed by our fulfilment centre may be cancelled for a full refund. Once an order has been processed and shipped, it is non-refundable, including where a customer refuses to pay U.S. duties or taxes.
Customs duties, import taxes, and related charges are imposed by U.S. authorities and are the sole responsibility of the customer. These charges are non-refundable by us. Any claim for reimbursement of duties or taxes must be made directly with the relevant customs authority.
If goods are faulty or damaged you may be entitled to a refund or replacement in accordance with applicable law. We require clear photographic evidence of both the faulty or damaged item(s) and the original postal packaging. Notification must be made within a reasonable time of delivery.
Refund Policy - Distance Selling Regulations
Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 14 working days after the day on which you receive the Products.
If you wish to cancel this contract after your order has already been despatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 working days after the day on which you receive the Products, and that you have taken reasonable care of the Products and not used them. Please follow the procedure set out in our Returns procedure. Description of products
Each product purchased is sold subject to its product description which sets out additional specific conditions related to that product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.
We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information, including Product Descriptions appearing on this Website at a particular time, may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our Order acceptance policy.
