Refund Policy

Getting help with a return

Contact Sales@intersafety.co.uk or 01625 858008 with your order reference, the items involved and whether you wish to cancel, return an unwanted item or report a fault. We will explain the return arrangements. Our correspondence address is Intersafety Industrial Protection Ltd, Adlington Industrial Estate, Macclesfield, Cheshire, England, SK10 4NL.

Contacting us first helps us route your return, but a returns authorisation number is not a condition of exercising statutory consumer cancellation rights. Any clear statement that you wish to cancel is sufficient.

This policy distinguishes consumers buying wholly or mainly outside their business from business purchasers. Nothing here removes statutory rights.

Consumers changing their mind

For eligible goods ordered online, by telephone or by email, you can cancel from the time you order until 14 calendar days after the day you or your nominated recipient receive them. If one order is delivered in separate lots, the cancellation period generally runs from receipt of the last lot.

Tell us within that period, then send the goods back within a further 14 calendar days. You do not have to give a reason. Please return the goods with their labels, accessories and original packaging where possible.

You may inspect or try on goods as you reasonably would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Missing packaging or labels does not automatically eliminate your statutory cancellation right. We do not charge a restocking fee for exercising that right.

You pay the direct cost of returning unwanted goods. We pay reasonable return costs for goods that are faulty, misdescribed or supplied incorrectly. If any goods cannot normally be returned by post, we will provide the return-cost information required by law before purchase.

Business customers returning unwanted goods

Business customers may return unwanted or unsuitable, non-personalised goods so that we receive them within 14 calendar days after delivery. Contact us before sending the return so that we can provide routing details.

The goods must be unused, unwashed, in resaleable condition, with original labels and packaging intact. This voluntary change-of-mind policy does not cover personalised goods. Faulty or incorrectly supplied goods are dealt with separately.

Business customers pay return carriage for unwanted goods. Original delivery charges are not refundable under this voluntary policy.

We will inspect the return and refund qualifying goods to the original payment method, or issue the appropriate account credit where agreed, within 14 calendar days of receiving them. We will explain any refusal under this voluntary policy. It does not override a remedy for our breach of contract.

Branded and personalised goods

Goods made to your specifications or clearly personalised with your logo, name or other custom decoration cannot be returned simply because you change your mind, choose the wrong size or no longer need them. This applies to both printed and embroidered personalisation.

This exception does not apply merely because an ordinary catalogue item was ordered from our supplier, or because it carries the manufacturer's standard branding.

Please check sizes and instructions before placing a personalised order. If you need to change or cancel it, contact us promptly. Once a personalised order has been accepted, change-of-mind cancellation is not an automatic right. We may agree to stop work where practicable and explain any reasonable charge for work already undertaken or costs unavoidably committed, allowing for costs saved.

Personalisation does not remove rights where the garment or decoration is faulty, not as described, does not match agreed instructions, or is otherwise in breach of applicable legal requirements. An approved proof does not excuse an error that we introduce.

Faulty, incorrect or unsafe goods

Please report faults promptly, ideally within 14 days of delivery, so that we can investigate quickly. This is a request for early reporting, not a deadline that removes later legal rights. It applies to branded and unbranded goods.

For consumers, goods must be of satisfactory quality, match their description and meet applicable fitness-for-purpose requirements. Normally you have a 30-day short-term right to reject goods that breach these requirements and receive a refund. After that, you may be entitled to repair or replacement and, in the circumstances provided by law, a price reduction or final rejection. Remedies can remain available beyond 30 days.

For business customers, we will investigate and provide the remedy required by the contract and applicable law, which may include repair, replacement, refund or credit. We do not treat our 14-day unwanted-goods policy as an absolute cut-off for defects that were not reasonably apparent on delivery.

Normal wear, accidental damage, misuse or failure to follow appropriate care instructions is not by itself a manufacturing or supply fault. We assess the actual cause; we do not reject a claim merely because the product has been worn or washed.

Stop using PPE you reasonably suspect is unsafe. Tell us about any contamination before sending it back so we can arrange safe handling. We will pay reasonable return costs where goods are confirmed faulty, misdescribed or incorrectly supplied, and will arrange collection or an appropriate return method where required.

Refund timing and delivery charges

For a valid consumer change-of-mind cancellation involving returned goods, we will refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that you sent them back, whichever is earlier. If we agree to collect the goods, we will not withhold the refund while waiting for their return; the applicable 14-day period runs from notice of cancellation. If goods have not been supplied, the applicable period also runs from cancellation.

For cancellation of a whole eligible order, the refund includes the cost of our least expensive standard outbound delivery option. An additional amount paid for an upgraded delivery service does not have to be refunded. Partial-order delivery refunds depend on the charge attributable to the cancelled items and applicable law.

For a consumer refund following rejection of faulty goods, we will refund without undue delay and within 14 days after agreeing that you are entitled to the refund. We will not require store credit instead of a refund you are legally entitled to receive.

Consumer refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Your payment provider may take additional processing time before the credit appears; this does not extend our deadline for issuing it.