Our Returns Policy

We want you to be completely satisfied with your purchase from ParkerBrand. Our returns policy has been designed to be clear, fair and straightforward, giving you confidence when ordering from us. Whether you have changed your mind, received a faulty item, or need assistance with your order, our Customer Care Team is here to help ensure your experience is handled efficiently and professionally.

Returns Summary

• 30 days to return unwanted items (60 days for orders placed in December)

• Items must be unused and in original condition

• Return postage for unwanted items is the responsibility of the customer (we cover the cost of returning faulty items)

• Faulty items will be repaired, replaced or refunded

Christmas Returns

Orders placed between 1 and 31 December can be returned up to 60 days from the date of your order, so gifts can be returned in the new year. Items must be new, unused and returned in their original condition and packaging. All other terms of this returns policy apply.

Unwanted or Unsuitable Items

We want you to be satisfied with your purchase. If you change your mind, you may cancel your order within 30 days beginning the day after delivery, in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This right does not apply to personalised or special order items (where goods are made to your specification or customised), unless faulty.

The following conditions apply:

• Items must be unused and returned in their original condition and packaging

• Returns must be requested within 30 days of delivery (60 days from the order date for orders placed in December)

• Return postage for unwanted items is the responsibility of the customer (we cover the cost of returning faulty items)

• If you cancel within 14 days of delivery, we refund the standard delivery charge you paid. If you chose a faster or premium service, we refund only what standard delivery would have cost, so where standard delivery was free, no delivery charge is refunded.

• If you return goods after 14 days (within our 30 days, or 60 days for December orders), the refund covers the goods only and no delivery charge is refunded.

• Whenever we have to pay to get unwanted goods back to us (for example a refused or failed delivery, or a collection we arrange for you), we deduct the actual cost of that return from your refund.

• Goods must be suitably packaged to ensure safe transit

The customer is responsible for the goods from the point of delivery until they are received back at our premises. You have a legal obligation to take reasonable care of the goods while they are in your possession.

We reserve the right to refuse a refund or make a reasonable deduction where goods are not returned in a resalable condition. This includes items that show signs of use, installation or handling beyond what is necessary to inspect them.

Damaged or Missing Items

Whilst every effort is made to ensure your order arrives complete and in good condition, you should inspect your goods as soon as reasonably possible after delivery.

Please report any damage or shortages within 48 hours of delivery.

Please provide the following information:

• Order number

• Delivery address

• Photographs

• Description of the issue

Failure to report within this timeframe may affect our ability to investigate or make a claim with the courier.

If a report is received after 30 days, a repair or replacement may be offered where appropriate.

Faulty Goods

If your item is faulty within 30 days of delivery, you are entitled to a full refund. If you prefer, we can repair or replace it instead.

After 30 days, you are entitled to a repair or a replacement. For most machinery a repair is the most practical remedy, so in most cases we will repair the item. If a repair is not possible, or does not fix the fault, we will offer a replacement or a refund. After the first 6 months, a deduction for the use you have had may be made from a refund.

If an item returned as faulty is found on inspection not to be faulty, or the fault was caused by misuse, accidental damage or lack of maintenance, we will contact you. You can collect it from us or arrange and pay for its return to you; we do not pay to send it back. If you have not collected it or arranged its return within 28 days of our notice, we will dispose of it.

Returns Process

Please contact us before returning any item so we can issue a Returns Authorisation Number (RMN).

Returns should be sent to:

Parker Products Limited
Richmond Park
Richmond Road
Louth, Lincolnshire
LN11 0FU

For unwanted goods, we recommend using a tracked and insured delivery service where appropriate.

We cannot accept liability for items lost or damaged in transit without proof of postage.

Customer returns made in person will not be accepted.

Failed Delivery

If delivery is refused or unsuccessful and the item comes back to us, we treat this as cancelling your order. We refund the goods and the standard delivery charge you paid (not any premium delivery upgrade), less the actual cost of returning it to us. The minimum is shown in your dispatch email.

If the delivery failed because of us or our carrier, you will receive a full refund with no deduction.

Refunds

Refunds are processed within 5 working days of receiving the returned goods (or proof of return, if earlier), and always within 14 days.

All refunds will be issued to the original payment method.

Bundle Deal Returns Policy

We offer refunds on bundle items within 30 days (60 days from the order date for orders placed in December), provided the goods are returned in a new, unused and unfuelled condition (where applicable).

If returning part of a bundle, the refund will take into account the revised price of the remaining items, as the bundle discount will no longer apply.

If returning all items within a bundle in new and unused condition, a full refund will be issued.

If a fault occurs with an item within a bundle, we will repair, replace or refund the affected item in accordance with our standard policy. Where a refund is requested for a faulty item, this will not result in any deduction for remaining bundle items.

Non-faulty items from a bundle cannot be returned individually while retaining the benefit of the bundle pricing.

Right to Cancel

Your right to cancel is in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have the right to cancel your contract within 14 days of receiving the goods. To exercise this right, you must notify us with a clear statement including your name, address, order details and, where available, your phone number and email address.

You must return the goods within 14 days of cancellation at your own cost. We will reimburse the cost of the goods and standard delivery (excluding any premium delivery upgrades).

We may make a deduction from the reimbursement for any loss in value where this is the result of unnecessary handling.

This policy does not affect your statutory rights. Further information can be found at https://www.citizensadvice.org.uk/consumer/

Consumer Contracts Regulations 2013

This legislation provides you with the following cancellation rights when you purchase goods online or by phone:

• You are entitled to cancel your contract within 14 days from the day after you receive the goods.

• Your right to return products does not apply to goods made to your specification, items that have been clearly personalised, or goods which by their nature cannot be returned or are liable to deteriorate or expire rapidly.

• If you wish to exercise your right to cancel, you must retain possession of the goods and take reasonable care of them until they are returned.

• To cancel your contract, you must notify us with a clear statement of your decision. This should include your name, address, order details and, where available, your phone number and email address.

• You may cancel by emailing info@parkerbrand.co.uk or by contacting us via our website.

• If you cancel your order, you must return the goods to us at your own cost within 14 days of notifying us of your cancellation.

• We will reimburse all payments received from you, including the cost of standard delivery. Any additional costs resulting from selecting a premium delivery option are non-refundable.

• We may make a deduction from your reimbursement for any loss in value where this is the result of unnecessary handling beyond what is required to inspect the goods.

• Refunds are processed within 5 working days of receiving the returned goods (or proof that they have been returned, if earlier), and always within 14 days.