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Returns Policy

Damaged items:

Upon receipt of order, if the package is visibly damaged on arrival, you must mark 'box damaged' on the courier's delivery record before thoroughly inspecting the contents yourself. Damages must be notified to Ascot Wholesale within 24 hours of receipt in order to obtain a credit or replacement. No claims for damage in transit will be considered after this period or for damaged boxes not signed as such.

Shortages:

Upon receipt of order, please thoroughly inspect the contents of all packages. Shortages must be notified to Ascot Wholesale within 48 hours of receipt in order to obtain a credit or replacement. No claims for shortages will be considered after this period.

Faulty equipment:

Where goods are found to be faulty upon receipt, we will arrange for collection of the item(s) and offer you the choice of a replacement item/part at no extra cost to you.

Returns:

If you receive your order in good condition, but you consider any item to be unsuitable, you may return it for a refund provided that you do so within 14 days of receipt and the item is returned in its original condition and original packaging.

In these circumstances, a carriage and restocking charge of up to 25% of the value of the items being returned will be deducted from the credit for the returned goods.

Goods returned to our warehouse without being authorised may be refused and returned to you.

Important: We regret that we cannot offer refunds on special order products. When ordering large items please check that access to your premises will accommodate delivery, as extra charges may be incurred if sufficient access is not available on delivery.

Failure within the Guarantee Period

Proof of purchase must be supplied before warranty repairs can be accepted.

Where goods fail during the guarantee period, we will adhere to the manufacturer's warranty terms, which may involve collection of the item, supplying replacement parts or sending an engineer to site.

If the fault is confirmed to be due to a manufacturing defect, we will arrange repair (or replacement if the goods cannot be repaired). If however, the fault is found to be due to normal wear and tear, misuse or accidental damage, we will provide a quote for rectifying the problem and you will be responsible for meeting the full cost of carriage charges and repair.

Warranty

All products are sold with a UK warranty where applicable.

Cancellation of Orders

Unfortunately due to an increase of order cancellations we are now having to apply charges due to the high costs we are incurring (Credit card charges, phone calls, admin work etc). 

A minimum fee of 10% (of total order value) will be charged on all orders cancelled with Ascot Wholesale Ltd. This could increase up to 25% depending on the status of the order and whether the goods have to be returned to the manufacturer. Also please note additional delivery charges may be incurred for goods to be collected and returned to Ascot Wholesale. 

Credit Card Security Checks

Due to the ever-increasing instances of identity theft and credit card fraud Ascot Wholesale will be screening all Internet orders for potential fraudulent credit card transactions. Any transactions that do not meet our secure payment criteria will be subject to further security checks and the cardholder may be requested to prove that the transaction is legitimate. Any orders that are cancelled due to lack of supportive evidence relating to the credit card will also be subject to the above cancellation fee.

Ascot Wholesale would therefore advise any potential customers to check the information provided at the time of purchase, as any mistakes relating to incorrect credit card addresses or information will be subject to further checks being made before goods can be dispatched. This may result in extended delivery timescales.

If you have any queries or require any further information please do not hesitate to contact our order processing team on 01256 769990. 

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