Refund policy

Returns and refunds policy

This policy explains how returns, cancellations and refunds work for orders placed with Go2 Supplies Ltd ("we", "us"). Different rules apply depending on whether you buy as a consumer (an individual buying mainly for purposes outside your trade, business or profession) or as a business customer. Nothing in this policy affects your statutory rights.

1. Important: how returns work

Our goods are dispatched directly by manufacturers and suppliers. To keep handling to a minimum, returns go back to the manufacturer or supplier, not to us.

  • Contact us first: please do not send anything back without contacting us first. Email sales@go2supplies.co.uk with your order number and the items concerned.
  • Return details: we will give you a Return Goods Authorisation (RGA) and the address of the manufacturer's or supplier's depot to return the goods to.
  • Do not send returns to our office: goods sent to our registered office at 7 Castle Street, Bridgwater will be rejected.
  • Mark and pack your return: clearly show your RGA number on the outside of the parcel. Pack the goods securely, in their original packaging where possible.
  • Keep proof of postage: keep your proof of postage and tracking details until your return has been processed.

2. Consumers: your 14-day right to cancel

If you are a consumer, you have the right to cancel your order within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

  • Deadline to cancel: the cancellation period ends 14 days after the day on which you (or someone you nominate, other than the carrier) receive the goods. If your order arrives in several deliveries, it runs from the day you receive the last item.
  • How to cancel: tell us clearly that you wish to cancel, by email to sales@go2supplies.co.uk, before the cancellation period ends.
  • Returning the goods: you must send the goods back to the return address we give you without undue delay, and no later than 14 days after the day you tell us you are cancelling. Unless the goods are faulty or not as described, you pay the direct cost of returning them.
  • Your refund: we will refund the price you paid for the goods, plus the standard delivery charge. If you chose a more expensive delivery option (such as Express), we only have to refund the cost of standard delivery. We will make the refund within 14 days of the day we (or the supplier) receive the goods back, or the day you provide evidence that you have sent them back, if that is earlier. Refunds are made to your original payment method. Your bank may take a few more working days to show the funds in your account.
  • Condition of goods: you may handle the goods as you would in a shop to check their nature, characteristics and functioning. We may reduce your refund to reflect any loss in value caused by handling beyond that.
  • No restocking fee: no restocking fee is charged to consumers who cancel within their 14-day cancellation rights.

Exceptions: the right to cancel does not apply to:

  • goods made to your specifications or clearly personalised, such as custom-cut materials or items specially manufactured or ordered for your project;
  • goods that may deteriorate or expire rapidly, such as perishable goods, powders or chemicals with a limited shelf life;
  • sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery, such as certain personal protective equipment (for example, respirator masks);
  • completed services, including completed calibration services.

3. Business customers: returns and cancellations

The statutory cancellation rights above do not apply to purchases made by business customers. For business customers:

  • Case-by-case: "change of mind" returns are not guaranteed. Each request is assessed individually with the relevant manufacturer, and must be authorised in advance as described in section 1.
  • Restocking fee: a minimum restocking fee of 50% applies to all eligible "change of mind" returns.
  • Return carriage: the cost of returning the goods is generally your responsibility, assessed case by case. Re-calibration charges may also apply where relevant.
  • Condition: items must be in their original packaging, unopened and in resaleable condition. They must be complete, with all accessories, manuals and labels.
  • Inspection and deductions: returns are inspected by the manufacturer. Returns that are incomplete, used or not in resaleable condition may be refused, or the refund may be reduced to cover the cost of restoring them.
  • Risk in transit: goods remain your responsibility until the manufacturer receives them.
  • Non-returnable items: unless faulty, the following cannot be returned: custom-cut materials (for example timber, steel or glass), perishable goods or powders (for example cement, lime or chemicals with a limited shelf life), and special-order items manufactured specifically for your project.
  • Refunds: refunds are processed once the manufacturer has confirmed receipt and inspection of the goods. Please allow 7 to 10 business days for the funds to appear in your account. The refund will be less the restocking fee (minimum 50%) and the original delivery charges.

4. Damaged, faulty or incorrect goods (all customers)

  • Inspect on delivery: please inspect all goods on delivery, and note any visible damage on the carrier's delivery note.
  • Report within 24 hours: report any shortages, damage or incorrect items to sales@go2supplies.co.uk within 24 hours of receipt. Please include your order number and photos of the packaging and the goods.
  • Keep the packaging: keep all packaging and contents until the claim is resolved, in case they need to be inspected.
  • Resolution: for verified defective items, we will coordinate with the manufacturer to arrange a replacement.
  • Manufacturer warranties: where goods come with a manufacturer's warranty, please contact us first and we will liaise with the manufacturer on your behalf.

Consumers: if you are a consumer, you have legal rights under the Consumer Rights Act 2015 if goods are faulty, not as described or not fit for purpose. These rights include, depending on the circumstances, a refund, repair, replacement or price reduction. No restocking fee or return-carriage charge applies to faulty goods, and these rights are not affected by the 24-hour reporting request above or by anything else in this policy.

5. Contact

For any question about a return, cancellation or refund, please email sales@go2supplies.co.uk.

Go2 Supplies Ltd, 7 Castle Street, Bridgwater, TA6 3DD, United Kingdom. Company registration number 17021325. VAT number 513529895.