Refund and cancellation policy
The short version: cancel any time before despatch and you get everything back. After despatch it depends on what you bought, and the one thing that genuinely cannot come back is extrusion cut to a length you chose.
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1. Cancelling before despatch
You may cancel any order at any time before it is despatched, for any reason or none, and receive a full refund including any carriage charged. Kits are built to order, so there is usually a real window to do this in.
To cancel, reply to your order confirmation or contact us with the order number.
2. Cancelling after despatch, and returns
Once a consignment has left us it must come back before it can be refunded. You may return an unused item in its original packaging within [OWNER: return window, e.g. 7 days] of delivery.
| What you bought | Can it be returned? |
|---|---|
| A kit, unopened or with bags unopened | Yes, within the window above. |
| A kit where assembly has begun | Only for a defect. Once wheels are preloaded, eccentrics set and a controller flashed to your settings, the kit is no longer resaleable as new. |
| Standard parts — connectors, brackets, T-nuts, fasteners | Yes, unused and in original packaging. |
| Extrusion cut to length | No, unless it is defective or we cut it wrong. See below. |
| Consumables — cutters, collets, spoilboards, abrasives | Only if unopened and unused. |
| Anything defective, damaged in transit, or not what you ordered | Yes, always, at our cost. See section 4. |
Why cut extrusion is different
When you order a 1500 mm length of 2040, a bar is sawn to that length, faced square and machined for you. It is made to your order and cannot be sold to anyone else. Goods made to a customer's specification are exempt from the usual right to cancel, and this is the only category on our catalogue that relies on that.
It does not affect your rights if the piece arrives damaged, is the wrong length, is out of square, or is otherwise not what was ordered. Those are our mistakes and we carry them.
3. Who pays the return carriage
- We do, where the item is defective, damaged in transit, wrongly supplied, or wrongly described.
- You do, where you have simply changed your mind. Please use a trackable service; until it reaches us it is still your parcel.
4. Damaged or missing on arrival
Machine kits travel as heavy cartons and occasionally take a knock. Please check the consignment on delivery and tell us within [OWNER: damage reporting window, e.g. 48 hours] if anything is damaged, missing or wrong.
What helps us settle it quickly, and what we will ask for:
- your order number;
- a photograph of the outer carton, including any damage to it, before you finish unpacking;
- a photograph of the damaged part and of its bag label.
We will send a replacement part or a whole replacement kit, or refund you, and we pay the carriage either way. Please keep the packaging until it is settled.
5. How a refund is paid
- Refunds go back to the original payment method through our payment provider. We cannot redirect a refund to a different card or account.
- We approve or query a refund within [OWNER: approval window, e.g. 3 working days] of receiving the returned goods, or of agreeing a damage claim.
- Once approved, the money is released immediately at our end. How long it then takes to appear depends on your bank; typically [OWNER: e.g. 5 to 10 working days].
- GST is refunded with the goods. Carriage is refunded where the return is our fault, or where you cancelled before despatch.
6. Quotes are not orders
Where a basket cannot be priced online, checkout gives you a quote request rather than taking payment. Nothing is charged and there is nothing to cancel — a quote places no obligation on either of us until you accept it.
7. If we cannot agree
Contact the grievance officer named in the terms and conditions. A complaint is acknowledged within 48 hours and resolved within one month of receipt.