Refund policy
This policy sets out your rights when returning goods purchased from Office Supermarket. Please read it carefully before making a purchase.
To arrange a return, simply email us at sales@officesupermarket.co.uk and we will take care of the rest, including arranging collection. We aim to respond to all return requests within 1 working day.
1. Consumer Returns (Non-Business Customers)
Your Right to Return
In line with the Consumer Rights Act 2015, you have the right to return any item within 30 calendar days of the day after delivery for a full refund.
Condition of Returned Goods
To be eligible for a return, items must be:
- Unused and in the same condition as received
- Unassembled and in a resalable condition
- In their original, undamaged packaging
Collection
Once your return is confirmed, we will arrange a courier collection at a time convenient for you. The cost of collection will be deducted from your refund. We will confirm the collection charge at the time of your return request — this will vary depending on the size and weight of the item.
Please take photographs of your parcel or pallet before collection takes place. This protects you in the event of any dispute about the condition of goods when they were handed to the courier.
Please do not send items directly to the manufacturer or arrange your own courier without contacting us first.
Partial Refunds
A partial refund may apply where:
- An item is returned in a condition other than how it was received
- The item shows signs of assembly or use
- Parts or components are missing that are not due to our error
2. Business Customer Returns
Sales to business customers are not covered by the Consumer Rights Act 2015. However, we do accept returns from business customers subject to the following conditions.
Return Window
Return requests must be made within 14 calendar days of the day of delivery.
Charges
The following charges will apply to all business customer returns:
- A 15% restocking fee, calculated on the value of the returned goods
- The cost of collection, which we will arrange on your behalf
These charges will be deducted from your refund. We will confirm both amounts at the time of your return request. Original delivery charges are non-refundable.
Condition of Returned Goods
All items must be returned:
- Unused, unassembled and in a resalable condition
- In the original, undamaged packaging
- With all parts and components included
3. General Conditions (All Customers)
Missed Collections
It is your responsibility to ensure someone is available at the agreed time of collection. If a pre-arranged collection is missed, we reserve the right to charge for arranging a further collection attempt.
Delivered and Installed Products
Items that have been delivered and installed by our team, where the product has been assembled and original packaging removed, cannot be returned unless they are faulty or not as described.
4. Made-to-Order Items
Made-to-order and bespoke items are manufactured specifically to your requirements and cannot be resold. The following conditions apply:
- Made-to-order items may only be cancelled within 24 hours of placing your order. Please contact us immediately if you need to cancel.
- After 24 hours, cancellations cannot be accepted and no refund will be available.
- Made-to-order items cannot be returned or exchanged unless they are faulty or not as described.
Items that are made to order will be clearly identified on the product page and at the point of purchase. If you are unsure whether an item is made to order, please contact us before placing your order.
This does not affect your statutory rights as a consumer in relation to faulty or mis-described goods.
5. Damaged Items
If your item arrives visibly damaged, please notify us within 5 calendar days of delivery so we can begin the process of resolving it as quickly as possible. Please retain all original packaging as this may be required for a courier claim.
Please note that consumer customers retain their full statutory rights under the Consumer Rights Act 2015 in relation to damaged or faulty goods, including the right to a repair, replacement or refund within 30 days of delivery. Notifying us promptly helps us resolve issues faster, but does not limit these rights.
Where possible, we will replace the affected part free of charge. If the part cannot be replaced individually, we will replace the item on a like-for-like basis. If the original item is no longer available, we will offer either a comparable replacement or a full refund.
6. Exchanges
If an item is faulty or damaged, we will arrange a replacement at no additional cost to you. Please contact us and we will organise collection of the faulty item and despatch of the replacement.
If you would like a different product to the one you ordered, this would be treated as a return and a new order. Please contact us and we will guide you through the process. Standard return charges will apply.
7. Scheduled Installation Cancellations
If a scheduled installation is cancelled or rearranged with less than 5 working days’ notice, a charge will apply. We will confirm the applicable charge at the time of cancellation.
8. Refund Processing
Once we have received and inspected your returned item, we will notify you by email of the outcome. If your refund is approved, it will be applied to your original payment method within 3 working days.
If you have not received your refund after 3 working days, please check with your bank or card provider before contacting us, as processing times can vary.
9. Contact Us
For all returns, refund queries, or cancellation requests, please contact our customer service team:
Email: sales@officesupermarket.co.uk
We aim to respond to all enquiries within 1 working day.
Office Supermarket is a trading name of Seating Online Limited, Unit 10 Bridgend Business Park, Bennett Street, Bridgend Industrial Estate, Bridgend CF31 3SH.