Returns Policy

We hope that you won't need to return an item, however, if you do, it is our aim to make the process as simple as possible. By following the guidance below you can help us to help you when a product is not what you expected or is faulty. Your statutory rights are not affected by this guidance. 

If you have any questions please email our customer service team at returns@medlocks.co.uk

Returns Policy

Medlock Electrical Distributors Limited allow for a 30 day period from the date of despatch for you to return any unwanted goods. All items must be unused and in a saleable condition with their original packaging. All component parts must be included together with any promotional items received if applicable. You must also include a copy of your invoice and a completed returns form (see below). Items not returned in their original condition will be subject to a re-stocking charge.

Please note that unless the goods are faulty, damaged or not as stated on the packaging, it is the customer’s responsibility to return the items to us. We can assist with the return but it may be liable to a delivery charge. Please note that distance selling regulations do not cover the costs of returning the item back to the seller. Please see below for details on faulty and damaged items.

Certain items are excluded from the returns policy. These include goods that are made to measure, cut or mixed to your requirements.  Some items may also incur a handling charge of up to 50%, particularly if they are ‘special’ items that we have procured for you.

To return an item you must email returns@medlocks.co.uk with your order number and details of the items you wish to return. We will then contact you with the necessary action required to return the goods.

Goods that are designated as “Collection or Local Delivery” only must be returned to the branch that the goods were collected from or that delivered the goods. We may be able to arrange for the goods to be collected by the local branch in instances where a local delivery was made.

Please note that the delivery charges on the original delivery will not be refunded.

Faulty and Damaged Goods

If you purchased the item less than 30 days ago and it has proven to be faulty you are entitled to a full refund. You have a legal right to a full refund of the value of the goods or to receive a replacement item. Please note we do not refund delivery charges for goods returned under warranty, however, we will send out the replacements without a delivery charge.

If you purchased the item less than 30 days ago, it has proven to be faulty and the item has already been installed, please email us at returns@medlocks.co.uk for further advice. 

If an item is faulty and was purchased more than 30 days previously and it is within the manufacturer’s warranty, it will be our aim to resolve the matter as quickly as possible. Depending on the circumstances in each instance, your statutory rights may entitle you to a repair or replacement, or we may offer a refund or price reduction to resolve the situation.

We are unable to offer any refunds for any goods that are faulty or damaged and that fall outside of the manufacturer’s warranty.

Damaged in Transit

Goods must be inspected upon receipt by the customer. If the goods have been damaged in transit, you must inform us at returns@medlocks.co.uk within 24 hours of the receipt of goods. Claims for goods damaged in transit cannot be accepted after such time.

Manufacturer Warranties

All of our products are covered by a manufacturer’s warranty, details of which are mostly available in the product data and also on the manufacturer’s website. Please note that goods returned to manufacturers under warranty does not mean an immediate replacement will be supplied. It is the manufacturer’s prerogative to repair the item if it is repairable. In these cases there will be a period of repair time when the item will remain in the manufacturer’s possession.

Refunds

Refunds will be made in the same manner as the original payment wherever possible. Refunds for goods collected by a local branch or for goods returned to a branch will be processed with 5 working days.

Contact Us

If you are uncertain on any facet of returning goods then please call us on 0330 058 0855.