Consumer and Business Orders
Some cancellation and return rights apply specifically to consumers purchasing online. Separate commercial conditions may apply to business, contractor and trade account orders.
Nothing in this policy limits or excludes any statutory rights that cannot legally be limited or excluded.
Cancellation Policy
A consumer purchasing goods through our website may cancel an eligible order at any time before dispatch or within 14 days beginning on the day after the goods are received.
You do not need to provide a reason for cancelling an eligible online consumer order. However, you must clearly inform AK Surface Solutions Ltd of your decision to cancel within the applicable 14-day cancellation period.
After informing us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after notifying us.
Unless the goods are faulty, incorrect or we have agreed otherwise, you are responsible for arranging and paying the cost of returning the goods. A suitable insured and trackable delivery service should be used.
You must take reasonable care of the goods while they are in your possession. You may inspect the goods as you reasonably would in a physical shop. We may reduce the refund where handling beyond what is reasonably necessary has diminished the value of the goods.
How to Request Cancellation
Cancellation requests must be made clearly in writing by email or post.
Returns Policy
Condition of Returned Items
Except where statutory consumer rights apply, returns are accepted only for items that are unused and unopened, with their original packaging, components, accessories and documentation intact.
Consumer Change-of-Mind Returns
Eligible goods cancelled within the statutory cancellation period may be returned in accordance with the cancellation process described above.
The goods should be returned securely, with all included components, accessories and documentation. Where reasonably possible, please use the original packaging to help protect the goods in transit.
You are responsible for the goods until they are received at our premises. We recommend retaining your return tracking information and proof of postage.
Returns Outside the Cancellation Period
Where non-faulty goods are no longer required and the statutory cancellation period has passed, a return may be considered at the discretion of AK Surface Solutions Ltd.
If a discretionary return is accepted, the buyer may be responsible for return transport and an administration or restocking charge may apply. Any applicable charge will be communicated before the return is accepted.
This discretionary-return provision does not limit a consumer’s statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.
Refunds
Where an eligible consumer order is cancelled, we will issue the applicable refund without undue delay and within 14 days after receiving the returned goods or receiving acceptable evidence that the goods have been returned, whichever occurs first.
Refunds will normally be issued using the original payment method unless another method is expressly agreed. You will not incur a fee from us for receiving the refund.
For eligible consumer cancellations, the refund will include the price paid for the goods and the cost of our least expensive standard delivery option.
Where you selected a more expensive enhanced delivery option, such as next-working-day or Saturday delivery, the additional amount above the standard delivery cost will not normally be refunded.
Return-delivery costs are not normally refundable for change-of-mind returns. Where goods are confirmed to be faulty, damaged or supplied incorrectly, reasonable return costs will be covered or reimbursed by AK Surface Solutions Ltd.
Damaged, Faulty or Incorrect Goods
Please inspect all goods as soon as reasonably possible after delivery.
Visible transit damage, shortages or incorrect goods should be reported to AK Surface Solutions Ltd within 24–48 hours of receipt wherever possible. Prompt notification helps us investigate the matter with the courier and arrange an appropriate resolution.
When reporting a problem, please provide your order number, a description of the issue and clear photographs of the product, packaging, shipping label and any visible damage.
We may arrange collection or request the return of the goods for inspection. If the goods are confirmed to be faulty, damaged or supplied incorrectly, we will provide an appropriate remedy, which may include a replacement, repair or refund in accordance with applicable law.
The request to report visible delivery damage within 24–48 hours does not remove or reduce a consumer’s statutory rights.
Where damage or an incorrect product is apparent, please stop using or installing the item and contact us for instructions. Installation or continued use may make it more difficult to assess the cause and extent of the problem.
Custom and Bespoke Goods
The statutory right to cancel a change-of-mind online purchase does not normally apply to goods made to the customer’s specifications or clearly personalised for the customer.
Once manufacture, modification or preparation of a custom or bespoke item has begun, cancellation may not be possible.
Custom or bespoke goods cannot normally be returned simply because they are no longer required. This exclusion does not affect rights relating to goods that are faulty, damaged, misdescribed or do not conform to the agreed specification.
Trade and Contractor Orders
Statutory consumer cancellation rights do not generally apply where goods are purchased wholly or mainly for business, trade, craft or professional purposes.
Cancellation or return of a non-faulty trade order is subject to prior written approval from AK Surface Solutions Ltd.
Where a trade return is accepted, the customer may be responsible for return transport, administration costs and a reasonable restocking charge. Any applicable conditions will be confirmed before the return is authorised.
Custom, specially sourced, modified or bespoke trade orders may not be cancelled once processing or manufacture has begun.
Nothing in this section excludes rights or remedies that legally apply to faulty, damaged, misdescribed or incorrectly supplied business goods.
How to Return an Item
Contact Us
Email us with your order number, item details and reason for requesting the return.
Wait for Instructions
Do not send goods until we have confirmed the return address and any relevant instructions.
Package the Goods
Package the item securely with all included components and documentation.
Use Tracked Delivery
Use a suitable insured and trackable courier service and retain proof of return.
Contact Us Before Returning Goods
Include your order number and details of the item so we can provide the correct return instructions.