Returns and Refunds Policy
CHF SOLUTIONS LTD T/A STORE FITTINGS DIRECT
Last updated: January 2026
This Returns & Refunds Policy applies to all purchases from CHF Solutions Ltd, trading as Store Fittings Direct, via our website, telephone, email, or in person. It should be read alongside our Terms and Conditions of Sale.
We have aimed to make this policy clear and fair, explaining how returns, cancellations, exchanges, and refunds are handled for both Consumers (B2C) and Business Customers (B2B).
1. IMPORTANT DISTINCTION: CONSUMERS VS BUSINESS CUSTOMERS
We sell to both Consumers (B2C) and Business Customers (B2B). Your rights and obligations differ depending on how you purchase.
• Consumer (B2C): An individual purchasing goods wholly or mainly for personal use.
• Business Customer (B2B): Any purchase made for business, trade, commercial, or resale purposes.
2. CONSUMER CANCELLATION RIGHTS (B2C)
2.1 Right to Cancel
Consumers have the legal right to cancel an order within 14 days from the date the order is placed, not from delivery.
2.2 How to Cancel Cancellation must be submitted in writing to: sales@storefittingsdirect.co.uk Verbal cancellations are not accepted.
2.3 Exclusions from Cancellation
The right to cancel does not apply to:
• Made-to-order items
• Bespoke or customised products
• Special-order items
• Any product clearly marked as non-returnable in the product specifications
Once production or customisation has commenced, cancellation is not possible.
2.4 Orders That Have Shipped
Once an order has been dispatched, it is treated as a return, not a cancellation, and is subject to the Returns Conditions below.
2.5 Refunds
• Approved refunds are processed within 5 working days of confirmation.
• Refunds are issued to the original payment method.
• Where finance or third-party payment options are used, alternative arrangements may apply and may take longer.
3. CONSUMER RETURNS (B2C)
3.1 Return Conditions
All returns must:
• Be authorised in advance
• Be unused and in resaleable condition
• Be returned in the original packaging
• Be sent using a tracked and insured courier
Additional requirement:
• Goods must not have been installed, modified, or used beyond reasonable inspection.
Returns must not be sent to our head office. A return address will be provided during the returns process.
3.2 Return Costs
Unless the item is faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer.
3.3 Administration & Handling Fees
Exchanges or approved returns may be subject to:
• An administration fee of £20
• Any additional product or shipping costs, if applicable
4. BUSINESS CUSTOMER RETURNS (B2B)
4.1 Stock Items
Stock items may be returned only with prior written approval and are subject to:
• Buyer-arranged return shipping
• Tracked and insured courier service
• A restocking fee up to 30%
4.2 Made-to-Order & Bespoke Items
Made-to-order, bespoke, customised, or special-order items are non-returnable and may be charged up to 100% of the order value.
4.3 Exchanges
• Exchanges are offered strictly at our discretion
• Exchanges are not guaranteed
• Where agreed, a £20 administration fee plus any applicable product or shipping costs will apply
5. FAULTY, DAMAGED OR INCORRECT GOODS
5.1 Reporting Timeframe
Due to the nature of our products, all issues must be reported within 24 hours of delivery. This
includes:
• Damage
• Missing items
• Incorrect goods
• Manufacturing defects visible on delivery
Additional clarification:
Goods remain at the Buyer’s risk until they are collected by us or returned and received by us following authorisation.
5.2 Evidence Requirement
We may request photographs, delivery notes, or additional information before authorising a return, repair, replacement, or refund.
5.3 Resolution
Where a valid fault is confirmed, we may:
• Replace the item
• Repair the item
• Issue a refund (full or partial)
The remedy offered will be determined by us in accordance with applicable law, taking into account the nature of the fault and the cost of resolution.
6. UNAUTHORISED RETURNS
Goods returned without prior authorisation:
• Will not be credited
• May be refused or disposed of
• May incur storage or handling charges
7. BULK OR PROMOTIONAL ORDERS
• Orders placed during promotional periods are subject to standard returns rules.
• Promotional pricing cannot be applied retrospectively to existing or pending orders.
• Any product listed incorrectly due to a pricing error may be cancelled and refunded in full.
8. CONTACT DETAILS
For all returns, cancellations, or queries:
Email: sales@storefittingsdirect.co.uk
Phone: 0116 318 4182
9. STATUTORY RIGHTS
This policy does not affect your statutory rights under UK consumer law. Consumers retain all rights under the Consumer Rights Act 2015 and other applicable legislation.
