Refunds & Returns Policy

At Avartek, we want you to be satisfied with your purchase. If something is not right with your order, please contact our Customer Support team and we will help resolve the issue as quickly as possible.

This policy applies to orders placed directly with Avartek. Nothing in this policy affects your statutory rights.

1. 30-Day Returns

We accept returns of most eligible products within 30 days of delivery.

If you have changed your mind, no longer require the product or have ordered the wrong item, please contact us before returning the goods.

Email: support@avartek.co.uk

Please include:

• Your order number
• The product you wish to return
• Quantity being returned
• Reason for the return

Unless the product is faulty, damaged, incorrectly supplied or otherwise supplied in breach of contract, you will normally be responsible for arranging and paying for the return.

Goods should be returned in a condition suitable for resale and, where reasonably possible, complete with their original packaging, accessories and documentation.

2. Consumer Cancellation Rights

If you are purchasing as a Consumer through our website or another distance-selling method, you may have statutory cancellation rights in addition to our 30-day returns policy.

Subject to applicable exclusions, Consumers generally have 14 days from receiving their goods to tell us that they wish to cancel their order. They then generally have a further 14 days to return the goods.

To exercise your cancellation rights, contact:

support@avartek.co.uk

Please include your order number and clearly state that you wish to cancel.

Our 30-day returns policy does not reduce or replace your statutory rights.

3. Change-of-Mind Returns

If you have changed your mind or ordered the wrong product, you will normally be responsible for the cost of returning the goods.

We recommend using an appropriate tracked or signed-for service and retaining proof of postage until your return and refund have been completed.

Consumers may inspect goods to establish their nature, characteristics and functioning in a similar way to how they could reasonably inspect them in a shop.

Where goods have been handled beyond what is reasonably necessary and this has reduced their value, we may make an appropriate deduction from the refund where permitted by law.

4. Faulty, Damaged or Incorrect Goods

If your order arrives faulty, damaged, incorrect or materially different from its description, please contact us as soon as possible:

support@avartek.co.uk

Please provide:

• Your order number
• Details of the problem
• The affected product and quantity
• Photographs of the product and packaging where reasonably required

Where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to contract, we will provide an appropriate remedy in accordance with your legal rights.

Where a return is required because of an error by Avartek or because the goods do not conform to contract, we will cover reasonable return costs or arrange an appropriate collection or return method.

Please contact us before arranging an expensive return service, as we may be able to provide a prepaid return label or arrange collection.

5. Damaged Deliveries

Where reasonably possible, please inspect the external packaging when your order is delivered.

If there is visible damage, please ask the delivery driver or carrier to record the shipment as damaged where their delivery process allows this.

If you are unable to inspect the goods at the time of delivery, this does not prevent you from contacting us if damage is subsequently discovered.

We ask that visible damage is reported to us within 24 hours of delivery wherever reasonably possible. Prompt notification allows us to investigate the issue and raise any necessary claim with the delivery company.

Email: support@avartek.co.uk

Failure by a Consumer to report damage within 24 hours does not remove any statutory rights.

6. Missing or Incorrect Items

If an item is missing from your order or we have supplied an incorrect product, please contact us as soon as reasonably possible.

We ask that shortages and incorrectly supplied products are reported within 24 hours of delivery wherever possible so that we can investigate promptly.

Email: support@avartek.co.uk

Please include your order number and details of the missing or incorrect product.

Where we have made an error, we will arrange an appropriate replacement, collection or refund as applicable.

7. Condition of Returned Goods

Please take reasonable care of goods while they are in your possession.

Goods returned with avoidable damage, missing components, excessive use, alteration, modification or defacement may be subject to an appropriate reduction in the refund where permitted by law.

Where reasonably possible, please return goods with their original packaging, accessories, instructions and other supplied components.

This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

8. Products Excluded From Change-of-Mind Returns

Certain products may not be eligible for change-of-mind cancellation or return.

Depending on the circumstances, this may include:

• Products made to your specification
• Custom-made products
• Personalised or printed products
• Products that have been materially altered at your request
• Sealed products that cannot be returned for health or hygiene reasons once unsealed
• Other products excluded from statutory cancellation rights

These exclusions do not affect your rights where goods are faulty, damaged, incorrectly supplied or do not conform to the agreed specification.

9. Return Postage

For change-of-mind returns, unwanted goods or products ordered incorrectly by the customer, the customer will normally be responsible for the direct cost of returning the goods.

Original and return delivery charges are treated separately.

Where a return is necessary because Avartek supplied faulty, damaged or incorrect goods, we will cover reasonable return costs or provide an appropriate return method.

If you arrange your own return, we strongly recommend using an appropriate tracked or signed-for service and retaining proof of postage.

10. Original Delivery Charges

Original delivery charges are not refundable in every circumstance.

Where a Consumer exercises an eligible statutory cancellation right, we will refund the cost of our least expensive standard delivery service applicable to the order, as required by law.

If you selected a more expensive delivery method, such as next-day, express or another premium service, we are not normally required to refund the additional amount above the cost of standard delivery.

For returns accepted solely under our additional 30-day returns policy, rather than a statutory cancellation right, original delivery charges will not normally be refunded unless the goods were faulty, incorrect or the return resulted from an error by Avartek.

11. Refunds

Once your return has been received, we will inspect the goods and process any refund due as soon as reasonably possible.

For eligible Consumer cancellations, refunds will be processed within the applicable statutory timeframe.

Where permitted by law, we may wait until we have received the returned goods or you provide appropriate evidence that the goods have been returned before issuing the refund.

Refunds will normally be made using the original payment method.

Once Avartek has processed a refund, your bank, card issuer or payment provider may require additional time for the funds to appear in your account. Processing times vary between payment providers and are outside our control.

12. Price Promise and Returns

Our Price Promise is a pre-purchase service.

Any Price Promise request must be submitted, verified and approved by Avartek before the relevant order is placed.

If you find the same or a similar product cheaper after placing your order, this does not entitle you under our Price Promise to a partial refund, credit or reimbursement of the difference.

This also applies where:

• A competitor subsequently reduces its price
• Avartek subsequently reduces its price
• A promotion or discount becomes available after purchase
• Another supplier subsequently provides a lower quotation
• A different trade, bulk or quantity price becomes available

Returning an eligible product or exercising a statutory cancellation right does not automatically entitle you to purchase a replacement product at a competitor’s price.

Any Price Promise request relating to a new order must be submitted and approved separately before that order is placed.

Nothing in this section affects your statutory rights.

13. Failed Delivery, Refused Delivery and Incorrect Addresses

Customers are responsible for providing complete and accurate delivery information when placing an order.

Where an order cannot be delivered because:

• An incorrect or incomplete address was supplied
• The recipient was unavailable where attendance was required
• The parcel was not collected within the carrier’s specified timeframe
• Delivery was refused without a valid legal reason
• The customer failed to respond to reasonable delivery instructions

and the goods are subsequently returned to Avartek, reasonable costs incurred for the original delivery, return-to-sender service and/or redelivery may be payable by the customer or deducted from a refund where permitted by law.

This does not apply where the failed delivery resulted from an error by Avartek or where applicable law provides otherwise.

14. Business Customer Returns

Statutory Consumer cancellation rights do not generally apply where goods are purchased wholly or mainly for business purposes.

Returns of correctly supplied, non-faulty goods purchased by a Business Customer require prior authorisation from Avartek.

Where we agree to accept a Business Customer return, we may require:

• Goods to be unused and in resaleable condition
• Original packaging to be retained
• All accessories and components to be included
• The customer to arrange and pay for return carriage
• A reasonable restocking or administration charge where agreed or applicable

Original delivery charges will not normally be refunded for discretionary Business Customer returns.

Business Customers should not return goods without first contacting Avartek and receiving return instructions.

15. Joblot, Clearance and Mixed Pallet Returns

Avartek may offer products for sale as joblot, clearance, surplus, end-of-line, customer returns, graded stock, packaging-damaged stock, mixed stock or mixed pallets (“Joblot Goods”).

Due to the nature of these products, Joblot Goods may vary in product type, specification, packaging and condition. Customers should carefully review the applicable product description, photographs, condition information and any inventory supplied before purchasing.

15.1 Condition of Joblot Goods

Depending on the description of the particular lot or pallet, Joblot Goods may include new or unused products, surplus stock, discontinued or end-of-line products, customer returns, products with damaged or missing packaging, cosmetic imperfections, mixed colours, designs, brands, models or specifications, and untested or unchecked products where expressly stated.

Any defects, limitations, packaging condition or other material characteristics specifically disclosed before purchase form part of the description and condition under which the goods are sold.

Customers requiring a particular condition, product, quantity, brand, model or specification should obtain confirmation from Avartek before purchasing.

15.2 Mixed Pallet Contents

Where goods are sold as a mixed or assorted pallet, the contents may vary unless an exact inventory has expressly been provided as part of the sale.

Photographs may be representative of the type, range and condition of the stock and do not necessarily mean that every item shown will be included unless expressly stated.

Where quantities are described as approximate or estimated, reasonable variations may occur.

15.3 Business Customer Returns

Where Joblot Goods are purchased wholly or mainly for business purposes, correctly supplied, non-faulty Joblot Goods are not eligible for change-of-mind returns, exchanges or refunds unless Avartek expressly agrees otherwise in writing.

Business Customers should satisfy themselves before purchasing that the condition, contents, quantities and specifications are suitable for their requirements.

A Business Customer cannot return correctly supplied Joblot Goods merely because:

• the goods are no longer required;
• the customer changes their mind;
• some or all of the products cannot subsequently be resold;
• the achievable resale price or profit is lower than anticipated;
• customer demand is lower than expected;
• individual products sell more slowly than expected; or
• the goods are unsuitable for the customer’s intended resale strategy.

Any return exceptionally accepted by Avartek must be authorised in writing before the goods are returned and may be subject to return carriage and reasonable administration or restocking charges where applicable.

Nothing in this section excludes rights or liabilities which cannot lawfully be excluded.

15.4 Consumer Returns

Consumers purchasing Joblot Goods retain their applicable statutory rights.

Where Joblot Goods are purchased through our website or another distance-selling method, applicable statutory cancellation rights continue to apply unless a lawful exemption applies.

Our description of goods as joblot, clearance, surplus, end-of-line, customer returns, graded, packaging damaged or similar does not remove a Consumer’s statutory rights.

However, the condition, defects, limitations and characteristics clearly disclosed before purchase form part of the description and basis upon which the goods are sold.

Consumers should therefore carefully review all product descriptions, photographs and condition information before placing an order.

Where a Consumer uses an applicable change-of-mind cancellation right, the provisions of Sections 2, 3, 7, 9 and 10 of this Refunds & Returns Policy will apply as appropriate.

15.5 Faulty or Misdescribed Joblot Goods

Nothing in this policy excludes statutory rights where Joblot Goods are faulty, unsafe, incorrectly supplied, materially misdescribed or otherwise do not conform to the contract.

However, an issue, defect, cosmetic condition, packaging condition, missing component or other characteristic that was specifically and clearly disclosed before purchase will be considered as part of the condition and description under which the goods were sold, subject to applicable law.

If you believe your Joblot Goods materially differ from the description provided, please contact support@avartek.co.uk with your order number, details of the issue and photographs where reasonably required.

15.6 Untested and Customer Return Stock

Where Joblot Goods are specifically advertised as untested, unchecked, customer returns, graded stock or similar, Avartek may not have individually inspected or functionally tested every item.

Customers should not assume that every individual item is complete, tested or fully operational unless this has been expressly stated in the applicable product description.

This does not exclude any statutory rights or liabilities which cannot lawfully be excluded.

15.7 Joblot Values and Resale

Any original selling price, recommended retail price, estimated value, potential resale value or similar figure provided in connection with Joblot Goods is indicative only unless expressly guaranteed in writing.

Avartek does not guarantee any particular resale value, achievable selling price, profit margin, customer demand, marketplace eligibility or period within which Joblot Goods may be resold.

15.8 Returning a Joblot or Pallet

Customers must contact support@avartek.co.uk before returning any Joblot Goods or pallet.

Customers should not independently arrange the return of a pallet without first receiving return instructions from Avartek.

Where the customer is responsible for return carriage, this may include the full cost of pallet, freight or other appropriate transportation.

Where Avartek is responsible for the return because the goods do not conform to the contract, we will arrange or cover reasonable return transportation as required.

Where a pallet or Joblot is returned, the goods should remain together and should not be separated, resold, disposed of, materially altered or otherwise reduced in quantity before the return unless agreed with Avartek or permitted by law.

Where permitted by law, any missing goods, avoidable damage or reduction in value resulting from handling beyond what is reasonably necessary may be taken into account when determining the refund due.

15.9 Pallet Delivery and Failed Delivery

Customers ordering palletised Joblot Goods are responsible for providing an accurate delivery address and ensuring that the delivery location has reasonable access for the applicable pallet delivery service.

Unless expressly agreed otherwise, pallet delivery may be made to the nearest reasonably accessible kerbside location and does not necessarily include movement of the pallet inside the customer’s premises.

If delivery cannot reasonably be completed because of incorrect information, unsuitable access, refusal, customer unavailability or another circumstance attributable to the customer, reasonable redelivery, storage, return-to-sender or other carrier charges actually incurred may be payable by the customer where permitted by law.

This does not apply where the failed delivery results from an error by Avartek or where applicable law provides otherwise.

15.10 Relationship With Our Terms & Conditions

This section should be read together with Avartek’s Terms & Conditions of Sale and the specific product description applicable to the Joblot Goods.

Where a particular Joblot listing or quotation identifies specific contents, quantities, condition, known defects, testing status or other characteristics, that information forms part of the description of the goods.

Nothing in this section affects statutory rights which cannot lawfully be excluded.

16. International Returns

If you need to return an international order, please contact us before sending the goods.

Email: support@avartek.co.uk

International return arrangements and costs will depend upon the reason for the return, destination, product and applicable legal requirements.

Where applicable, customers should follow the customs and return instructions provided by Avartek to avoid unnecessary customs charges or delays.

17. Order Tracking

Depending on the size, weight, value and destination of an order, Avartek uses a range of delivery partners, including Royal Mail, Parcelforce, Evri and DPD.

Where a tracked delivery service is used, tracking information will normally be provided following dispatch.

Not all postal or delivery services provide full end-to-end tracking or specified delivery time slots.

For assistance with an existing order, contact:

support@avartek.co.uk

Please include your order number.

18. Return Address

Unless our Customer Support team provides different return instructions, authorised returns should be sent to:

AVARTEK LTD

Returns Department

Web Order: [YOUR ORDER NUMBER]

Unit 6A, Listers Mill

Beamsley Road

Bradford

West Yorkshire

BD9 4SQ

United Kingdom

Please clearly include your order number both on or with the return so that we can identify it and process it correctly.

We recommend obtaining proof of postage and using an appropriate tracked or signed-for delivery service.

Please do not send a return without sufficient information for us to identify the order.

19. Contact Us

For returns, refunds, faulty or damaged goods, missing items, delivery problems or other after-sales support:

support@avartek.co.uk

Please include your order number and sufficient details of your enquiry so that our Customer Support team can assist you efficiently.

This Refunds & Returns Policy should be read alongside Avartek’s Terms & Conditions of Sale.