Part of Custom & Comercial
Sales: 01372 452 622

Returns Policy

We know that mistakes happen and sometimes customers order the wrong parts. We also understand that sometimes parts that are ordered become surplus to requirements. 

For this reason, we offer a no-nonsense simple returns policy to protect you against these situations.

We therefore cover you if the following happens:

  • You order the wrong part(s)
  • You change your mind about the parts you have ordered
  • The parts arrive damaged or are faulty
  • We have sent you different/incorrect parts to what you have ordered

If your order contained parts damaged, faulty or not as you ordered, you must inform us within two working days of any damages or shortages.

If you are unable to check the goods upon receipt, please note "NOT CHECKED" on the delivery papers before you sign for the goods. You then have two working days to check for damage/shortages.

No returns will be accepted after 90 days. Custom & Commercial make every effort to provide the correct product information and services, it is your responsibility as the buyer to ensure the parts are correct before fitting/use.

If FREE SHIPPING was provided on the original order and the returned part(s) mean that your original order now falls below the FREE SHIPPING limit, the cost of postage will be deducted from your refund/credit note.

Return of incorrect or unsuitable parts ordered or not required

You are free to return unwanted or unsuitable goods for up to 14 days after delivery for a refund.
Once the return has been created online within those 14 days you must get the parts back to us within a further 14 days.
After this time you will be offered a credit note as long as the goods are returned within 90 days of shipping,

No returns are accepted after 90 days of shipping.

Providing that:

  • The goods are returned to us in a new, unused and re-saleable condition. If the goods are not in a re-saleable condition, we reserve the right to refuse a refund.
  • The goods are returned either in or with their original packaging.
  • The goods are returned at your own expense and risk. We recommend using a recorded delivery service or equivalent as we cannot accept responsibility for goods lost in transit.

If a refund is available - We will refund to you the price you paid for the goods, but not the original delivery charge.

Refunds will be made as soon as possible after receipt by us of the returned goods and, in any event, not later than 28 days after receipt of the goods.

Please obtain a receipt for your postage costs, as we will refund the cost of your return postage if the issue is found to the fault of Custom & Commercial. UK orders only

We will apply the refund to the original card with which you bought the item(s).

Unfortunately, we are unable to provide free returns as we offer free delivery for orders over £50 (Retail) / £100 (Trade) as standard. Therefore, returning unwanted item(s) is at your own cost.

Special Offers/Clearance

It is not always possible to exchange goods which were originally purchased as a Special Offer or in clearance for the same price as the original Special Offer price. Some items will have been selected as Special Offer goods due to their size or colour or last few remaining. Consequently, goods at the Special Offer price may only be available in a limited choice of size or colour. Also, by the time you wish to exchange the product, the Special Offer item may have sold out and the Special Offer price may no longer be available.

Items that cannot be returned

The following items cannot be returned on the basis that they are unwanted or unsuitable:

  • Goods which have been used are soiled have an odour eg smoke have been damaged as a result of misuse are not in a clean and dry condition
  • Tools
  • Electrical goods after fitting (unless found faulty)
  • 'Special Order' goods
  • Products that have been painted or modified by you

Returns Procedure

We offer a very simple returns procedure - Follow these steps:

  1. Visit
  2. Log into your account.
  3. View your previous invoices.
  4. Find the invoice that contains the parts you wish to return.
  5. You will either be given the option of a refund or a credit note based on the time frame of your order.
  6. Select the option and you will be given the option to select:
    - Which items you wish to return.
    - The quantity of the items you are returning.
    - The reason for the return.
  7. You can then preview the return to make sure you have selected all the correct parts.
  8. Once happy you have completed the return request correctly you can submit your return.
  9. At this point you will be shown a ‘Returns Number’ – This MUST be used when returning your parts to us so we can process your return swiftly.
  10. Now package up your items and ship then back to us at Unit 32, Bookham Industrial Estate, Church Road, Great Bookham, Surrey, KT23 3EU. we recommend using a tracked service and get a receipt of your postage.

Once we receive your items and they meet our returns policy you will be issued with either your credit note or refund.