Refund policy

RETURN AND REFUND POLICY

Last updated: 4 September 2026

This policy applies to purchases made from CRS Supplies & Services Ltd through our online store. Nothing in this policy affects your statutory rights.

CANCELLING AN ORDER

If you need to cancel an order before it has been dispatched, please contact us as soon as possible.

Email: parts@crssupplies.co.uk
Telephone: 01785 305079

If your order has already been dispatched, it may need to be returned in accordance with this policy.

CONSUMER ORDERS

If you are purchasing as a consumer, you normally have the right to cancel an online order within 14 days of receiving it, without giving a reason.

You must notify us of your decision to cancel within this 14-day period. After notifying us, you must return the goods within a further 14 days.

We also offer a voluntary return period of up to 30 days from delivery for eligible standard-stock products, provided that they are unused, uninstalled, complete and in their original packaging. Returns requested outside your statutory cancellation period are subject to our approval.

Please contact us before returning anything so that we can provide return instructions and confirm that the product is suitable for return.

CONDITION OF RETURNED PRODUCTS

You may inspect a product as you would reasonably be permitted to inspect it in a shop. We may reduce the refund to reflect any loss in value caused by unnecessary handling, use, installation, damage or incomplete packaging.

Products should be returned:

• Unused and uninstalled
• Complete with all components, instructions and accessories
• Securely packaged
• In their original packaging where reasonably possible
• Accompanied by the order number or proof of purchase

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.

RETURN DELIVERY COSTS

For change-of-mind returns, the customer is responsible for the cost and safe return of the goods unless we agree otherwise in writing.

Some products are heavy, oversized, hazardous or difficult to transport. Please contact us before arranging their return. Goods must be returned using an appropriate and lawful delivery service.

If a product is faulty, damaged, incorrectly supplied or not as described, CRS Supplies & Services Ltd will cover reasonable return costs or arrange collection where appropriate.

REFUNDS

Approved refunds will be issued to the original payment method.

For consumer cancellations, we will process the refund within 14 days of receiving the returned goods or receiving satisfactory evidence that the goods have been sent back, whichever is earlier.

Where applicable, we will refund the cost of our least expensive standard delivery service. Any additional amount paid for an enhanced, express or premium delivery service will not normally be refunded.

After we issue a refund, your bank or payment provider may require additional time to credit the funds to your account.

PRODUCTS THAT CANNOT NORMALLY BE RETURNED

Unless faulty, damaged, incorrectly supplied or not as described, we may be unable to accept returns of:

• Products made, modified or ordered specifically to a customer’s specification
• Personalised or custom-made products
• Products that have been inseparably mixed with other items
• Products that cannot be safely transported after being opened
• Products returned outside the applicable return period
• Products that have been used, fitted, altered or damaged after delivery

Any statutory rights that apply to faulty or misdescribed goods remain unaffected.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

Please inspect your delivery as soon as reasonably possible.

If an item arrives damaged, faulty, incomplete, incorrectly supplied or not as described, contact us promptly with:

• Your order number
• A description of the problem
• Photographs of the product, packaging and shipping label where relevant

We will assess the issue and arrange an appropriate remedy, which may include repair, replacement, collection or refund.

Do not install, use or dispose of a product after discovering a possible fault without first contacting us, unless this is necessary for safety.

BUSINESS AND TRADE ORDERS

Statutory consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes.

Returns of correctly supplied business or trade orders require our prior written approval. Approved goods must normally be unused, uninstalled, complete, in resalable condition and returned within 30 days of delivery.

Special-order, custom-made, modified or non-stock products cannot normally be cancelled or returned by business customers unless they are faulty, damaged, incorrectly supplied or not as described.

RETURN AUTHORISATION AND ADDRESS

Please contact us before sending any return. Unauthorised returns may be delayed or refused where legally permitted.

Returns address:

CRS Supplies & Services Ltd
Unit 16B Dunston Farm
Stafford
ST18 9AB

United Kingdom

Email: parts@crssupplies.co.uk
Telephone: 01785 305079