Returns & Refunds Policy

CHF Solutions Ltd t/a Store Fittings Direct · Last updated: June 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
• Black and graphite finish shelving and any components thereof
• Any product clearly marked as non-returnable in the product specifications

Once production or customisation has commenced, cancellation is not possible.

Delivery dates and lead times are estimates only and may be revised by suppliers, manufacturers, or couriers. Where we are advised that delivery will occur outside the originally estimated delivery window, we will notify the Consumer and provide an updated estimated delivery date.

A revised delivery date does not automatically entitle the Consumer to cancel the order without cost. If the Consumer chooses not to accept the revised delivery date and requests cancellation, the cancellation will be treated as a standard cancellation under our Terms and Conditions of Sale.

Where a cancellation is accepted, CHF Solutions Ltd may deduct a reasonable cancellation fee to cover direct administrative and payment processing costs. This includes a £15 administration fee plus any non-refundable payment processing charges incurred by us (typically 2% of the gross order value), with a minimum cancellation charge of £20. These deductions reflect actual costs incurred and are not intended to operate as a penalty.

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
• 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

4.4 Black & Graphite Finish Shelving — Non-Returnable

Black and graphite finish shelving, including all uprights, panels, components, and individual parts supplied as part of such products, is classed as strictly non-returnable. Due to the nature of the powder-coated / painted finish, the surface is highly susceptible to scuffing, marking, and damage during handling and return transit. Accordingly, these items cannot be returned, exchanged, or refunded on a change-of-mind or no-longer-required basis — whether purchased by a Business or Consumer customer, and whether supplied as a complete unit or as individual components. This exclusion applies in addition to, and does not affect, the right to report goods that arrive damaged, faulty, or incorrect within 24 hours of delivery.

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

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.