Refund policy

Returns
We have a 14 day return policy, which means you have 14 days after receiving your item to initiate a return. You can initiate a return yourself by signing in and following the instructions against the order on the website, or alternatively you can reply back to the order confirmation email stating the reason for return and we will do it for you. Goods must be back with us within 14 days of the return being initiated or the return will be rejected. We use Royal Mail for all domestic deliveries and returns, but if you prefer to send back to us via a courier of your choice yourself then we strongly suggest that a tracked return method is used. We can't take responsibility for the order until it is physically back in our possession.

We offer free returns on all domestic orders. Simply use the pre-paid return label and return form that's in with the parcel. It is recommended to take the parcel to the post office and get proof of postage.

Royal Mail limit the validity of return labels to 7 days from the date they were printed. If the one provided in the parcel has expired then you can enter your order number into our Royal Mail Returns Portal to download a new one: The Workwear & PPE Store - Royal Mail Returns Portal.

International customers are responsible for arranging their own return back to us.

Refunds
There is no restocking fee. As long as the product is unused, undamaged and in all the original packaging as per it was delivered, then a full refund will be issued. If the product has been damaged and is not in an immediately re-saleable condition then we reserve the right to accept the return but deduct a handling charge at up to 50% of the products value to cover re-packaging, repair or cleaning. A handling charge would only be imposed in extreme situations where we believe that the return process has been abused. If a product is returned that has obviously been used or damaged in use then we reserve the right the reject the return and issue no refund.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. We try to do this within 2 working days of receiving the goods back. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 10 working days have passed since the goods were due to arrive back with us then please get in touch.

Damages and issues on delivery
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In most cases we will ask you to return the product back to us. Any issues relating to the courier such as damage in transit we must report to them within 48 hours of delivery for claims to be processed.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). For hygiene reasons we can't accept the return of products that are designed to come into close contact with the mouth, ears or genitals if the packaging has been opened. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges / order alterations
The fastest way to ensure you get what you want is to follow the return process for the item you have and then make a separate purchase for the new item via the website. Due to the way the integrations work with the website we can't alter an existing order, we can only refund or cancel it.

Cancellations
If you make a mistake on your order and wish to cancel it then please email us straight away by replying back to the order confirmation email. Once the order has been despatched we can't cancel the order and the returns process must be followed.

European Union 14 day cooling off period
Notwithstanding the above, if the order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Please follow the same return process as stated above but you will need to make the return arrangements at your own cost.

If you have any questions then please email us at sales@theworkwearandppestore.co.uk