Refund policy
Overview
We want you to be satisfied with your order. This policy explains when you may cancel an order, return a product or request a repair, replacement or refund. Nothing in this policy limits your statutory rights under UK consumer law.
Standard, non-personalised products
If you are a consumer and buy a standard, non-personalised product online, you may cancel your order from the time you place it until 14 days after the day you receive it. If an order is delivered in separate parts, the period runs from the day after you receive the final part.
To cancel, email sales@wards-welding.com within that period with your name, order number and a clear statement that you wish to cancel. You then have a further 14 days to return the product to us.
Unless the item is faulty, damaged, incorrectly supplied, or we agree otherwise, you are responsible for the direct cost of returning it. Please use suitable packaging and obtain proof of postage. You may handle the product only as much as reasonably necessary to establish its nature, characteristics and function. We may reduce a refund to reflect loss in value caused by handling beyond that level.
Custom, personalised and made-to-specification products
The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised. This includes, for example, a product printed from your uploaded CAD or mesh file, a product made to measurements or settings you supplied, or an item personalised with names, logos, colours or other custom features.
Please check files, dimensions, spelling, quantities, colours and other selections carefully before ordering. We may begin file preparation or production shortly after acceptance. Contact us immediately if you need to request a change or cancellation. We will try to help, but once custom work or committed material use has begun, cancellation may not be possible and reasonable costs already incurred may be payable.
The custom-goods exception does not affect your rights if a product is faulty, not as described or otherwise fails to meet applicable legal requirements.
Faulty, damaged or incorrect products
Please inspect your order promptly. If it arrives damaged, incomplete, incorrect or appears faulty, contact us as soon as reasonably possible at sales@wards-welding.com. Include your order number, a description of the issue and clear photographs where possible. Keep the product and its packaging until we have advised you what to do.
Consumer goods must be of satisfactory quality, fit for any purpose made known to and accepted by us, and as described. Where the law requires, remedies may include repair, replacement, price reduction or refund. Consumers may have a short-term right to reject qualifying faulty goods within 30 days, subject to the Consumer Rights Act 2015.
The following are not normally faults where they are consistent with the product description, approved sample or agreed specification:
visible layer lines, support witness marks or minor surface texture inherent to the selected 3D-printing process;
reasonable dimensional, colour, shade or finish variation within the stated or agreed tolerance;
damage, deformation or failure caused after delivery by misuse, incorrect fitting, excessive load or temperature, chemicals, UV exposure, wear, unauthorised modification or use outside the stated application;
an error in a customer-supplied file, dimension, text, design or material selection that we reproduced correctly and did not agree to validate.
How to make a return
Email sales@wards-welding.com before sending anything back. State your order number and reason for return.
Wait for our return instructions and, where provided, a return reference.
Pack the product securely and include your name and order number.
Send it only to the return address we confirm. Do not send returns to our registered office unless instructed.
Refunds
For a valid consumer cancellation, we will refund the product price and the standard outbound delivery charge, if one was paid. Any extra amount paid for enhanced or express delivery is not refundable beyond the cost of our least expensive standard delivery option. We may withhold the refund until we receive the goods back or you provide evidence of return, whichever occurs first.
Refunds will normally be made within 14 days after we receive the returned goods or acceptable evidence that they were sent back. Where no goods were supplied, the applicable period runs from when we are informed of the cancellation. Refunds are made to the original payment method unless otherwise agreed and legally permitted.
Business customers
Change-of-mind cancellation rights do not apply to purchases made wholly or mainly for business purposes. Business returns require our prior written agreement and may be subject to collection, inspection, restocking and reasonable administration charges. This does not affect rights expressly agreed in writing or rights that cannot lawfully be excluded.
Contact
Email: sales@wards-welding.com
Telephone: 01908 586 505
Workshop: Newfield Farm, Chicheley Road, Newport Pagnell, MK16 9JD