Exchange procedure for faulty or incorrect goods

We will be happy to exchange products that are damaged, faulty or incorrectly shipped through any circumstance that is in our error within 3 months from the date of despatch. Obviously it will help us to resolve any issues if you can let us know as soon as the problem becomes evident. Please don’t hesitate to contact us because if there is a problem, we will do everything we can to resolve any issues you may have.

Exchange postage costs

If you return goods for exchange items, we won’t charge you again when the exchange items are despatched.

Our returns policy

All goods can be returned to us for a full refund on the cost of goods or exchange within 21 days from the date of despatch providing they are unused.

Please note that we do not provide a free returns service. We have considered offering a free returns service, although in our opinion there is no such thing as free postage – companies who give free postage simply include the costs in their original selling prices, whereas we prefer to be more open and charge you less for the goods, but kindly ask that you pay only to return goods you need to return, unless of course they are faulty or sent in error. Please ensure that you receive a proof of postage for your own records and have adequate insurance cover should the parcel be lost. Advantay Limited cannot be held responsible for lost parcels.

How to return goods

To return goods, simply contact us in the first instance to register your wish to return the goods, package the goods in suitable packaging and return to us at the address on our invoice. Please ensure the invoice is included with the goods and that you’ve marked on it what you’re returning and why and list any items you require in exchange of those returned. If you no longer have the original invoice, please contact us with your full address, order number or customer number. If any items to be exchanged are more expensive than the original items, you will need to supply a daytime telephone number which allows us to contact you during office hours; this is so we can obtain payment details for the additional charges. If we cannot reach you, we will either leave a message or send a letter or email, asking for you to contact us.

Refunds

We will process your return as soon as possible, although we kindly ask you to leave anything up to 14 days for processing. You have a statutory right to have a full refund including the outbound postage and packing charges if you notify us in writing within seven working days from the day after you receive your goods that you intend on returning your order to us.

Faulty goods and goods sent in error

In the unlikely event that there is a problem with your order please don’t hesitate to contact us as we will do everything we can to resolve any issues you may have. We don’t expect you to pay to return faulty goods, or goods sent to you in error and we will therefore arrange a collection for you – all you need to do is contact us regarding the item in question and advise us of an address from where the item can be collected from, along with a telephone number that the couriers can call you on if necessary. Please note that we cannot specify a time or day that the collection will be made on.