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Returns & Refunds policy

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Please click the button below to start a new return and follow our instructions. Alternatively, contact us to let us know that you wish to return your goods.

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Damaged & faulty item procedure
If any item supplied develops a fault within its warranty period from date of receipt you must inform us before returning the item and we will inform you of the returns procedure.

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  • If an item is damaged or faulty we may ask for photographic evidence and serial numbers to be emailed to us to help ensure that a replacement or refund is issued efficiently.

  • We are not responsible for any labour charges incurred during fitment or removal of allegedly faulty (or incorrectly supplied) parts.

  • We cannot be held responsible for items that are damaged due to the result of normal wear and tear.

  • We may refer you directly to the manufacturer supplier of your goods depending on the terms and conditions of the specific manufacturer.

  • We will issue you with a returns number which is to be printed off to identify your item(s). This should be placed inside your sealed parcel.

  • We will organise the collection of your goods with a relevant suitable courier.

  • All goods are tested with replacement items sent out after original items have been deemed unsuitable.

  • If a refund is required rather than a replacement item this shall be processed after goods have been returned and confirmed faulty.

  • In the event we find no fault, we reserve the right to recover our delivery costs, fees and expenses from you.

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Return instructions for non-faulty | unwanted items
Goods which prove unsuitable may be returned for refund, credit note or exchange if they are returned to us within 14 days of receipt or faulty/damaged goods must be returned within 30 days of receipt. Subject to the following conditions:

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  • Any item that has been returned for any reason other than a product fault or a mistake we have made, you will be refunded the cost of the goods but we will not refund the original postal cost incurred by the seller or the postal charge for returning the product to us. This does not affect your statutory rights.

  • We cannot accept returns on any items, which have been specially manufactured or Made To Order for you unless damaged or faulty.

  • You must obtain returns authorisation from us by contacting us and receiving a unique returns number before returning the goods.

  • Place the item back into its original packaging, with the provided returns documentation enclosed inside.

  • Items are returned carriage paid by you.

  • We are not responsible for any labour charges incurred during fitment or removal of allegedly faulty (or incorrectly supplied) parts.

  • We cannot accept responsibility for undelivered returned parcels, please obtain proof of posting and adequate insurance for loss or damage.

  • Items must be returned in their original unused re-saleable condition, unmarked, not assembled and in complete undamaged original packaging.

  • Items may be subject to a restocking/collection fee as issued by each of our suppliers. Please contact us ahead of your purchase if you have any queries.

  • Your money will be refunded within 14 days of the receipt of the returned goods.

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Our returns address:

Our customer service team are available to assist you Monday - Friday  |  8:00am - 5:00pm.

Our contact details are shown below:

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Shuddle Limited Head Office (T/A shuddle.co.uk)

128 City Road,

Greater London

EC1V 2NX

England, United Kingdom

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Email: support@shuddle.co.uk 

Telephone: 01234 567 890

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Restocking | collection fee
Due to the nature of our products being shipped direct from our suppliers warehouse. Unwanted items are also restocked directly back to the original supplier. As such each manufacturer warrant a different handling charge to collect and restock that we inevitably must pass on. If you would like an accurate handling cost ahead of purchase please contact us by telephone or via email on the following email address: contact@shuddle.co.uk

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How to package your item

Please do not use any coloured tape as we will deem the item(s) as unsellable, only use clear tape if required.

For a large/heavy item(s) please use the straps we provide FOC to eliminate the need for clear tape at all, just ask our Team and we’ll post when arranging the return. Please do not write on the boxes as we will deem the item(s) as unsellable, all return information required will be on the return label we provide so you do not need to write on the item(s). If you wish to add your information for peace of mind, please write on a piece of paper and place inside the box only if already opened.

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For help attaching straps to a large/heavy item(s) please use this link provided below: XXXXXXX

 

Please allow a reasonable processing window of 5 working days for returns after the item(s) arrives back to us, during busy periods the timeframe can increase. Returned items can’t be prioritised and we process by date of arrival, but of course feel free to make contact if outside of this window.

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Special exemptions | Made to order items
Some of the products on our website are designated 'Made to order' products meaning they do not exist on a shelf ready for shipping and are instead constructed at time of order when required. As a result these products cannot be cancelled once ordered and are non-returnable unless a fault occurs as detailed in the faulty item procedure above.

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FAQs | Frequently asked questions

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What do I do if an item develops a fault within the warranty period?

If an item is faulty, it is our aim to get the problem, put right as quickly as possible. We may offer a repair or replacement of the item or offer a price reduction. Initially we will try to troubleshoot any faults with goods, or we may refer you to the manufacturer directly as they will offer technical assistance for faults and/or carry out the warranty repair services directly themselves. If the product is to be repaired, and the manufacturer has provided a helpline, repair service or warranty form, please contact the manufacturer direct. If you require assistance with locating the manufacturer or their contact details, please contact us.

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If there is no such manufacturer service with the product, in most instances we will either offer a repair or where this is not possible, we will replace the item with the same or an equivalent model. All goods are tested before repairs are carried out or replacements are sent out and you will be liable for costs incurred if the goods are deemed not to be faulty or have not been used in accordance with the manufacturer’s warranty guidelines.

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Which items are excluded from the 14-day ‘unwanted’ returns policy?

We cannot accept the return of unwanted goods with no original manufacturer’s packaging

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What happens if my items delivered are damaged or incorrect?

If you have received your delivery and products are damaged or incorrect, please contact us within 24 hours with your order reference and full details of the products, so that our teams can resolve this for you. Where possible, always check the goods before the courier leaves the premises and sign for goods as damaged.

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I've not received my refund yet, how long does this take?

Refunds to card can take 3-5 working days from when they received and processed and refunds to PayPal can take 1-3 working days from when they are received and processed. If you have not received your refund within the timeframe detailed, please contact us with your order and refund details.

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I need a spare part for my item, can this be supplied?

Currently, we do not supply spare parts for all items that we sell. First, please check the item description and any related products on our website. Spare parts may also be available direct from the manufacturer, if your item was supplied with an instruction manual, please check this, or alternatively, please contact us for further help.

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Were we able to answer your question?

If not, please contact us.

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For full details of our returns policy, please visit the website of which you made your purchase and refer to the ‘returns’ section, this can be found in the links provided below via our website or our customer service email address below:
Email: support@shuddle.co.uk 

Telephone: 01234 567 890

NOTE: This does not affect your statutory rights.

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How to contact us

Our customer service team are available to assist you Monday - Friday  |  8:00am - 5:00pm.

Our contact details are shown below:

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Shuddle Limited Head Office (T/A shuddle.co.uk)

128 City Road,

Greater London

EC1V 2NX

England, United Kingdom

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Email: support@shuddle.co.uk

Telephone: 01234 567 890

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