Returns and Refunds

At IndustraCare, we want you to be completely happy with your purchase. That's why we offer a straightforward 30-day return policy for most of our products (some exceptions apply, which we've outlined below).

Change of Mind Returns

If you've simply changed your mind, you're welcome to return the item. In these cases, you'll be responsible for the return shipping costs. We offer a convenient collection service, with the cost deducted from your refund:

  • Royal Mail collection: £3.99 (including VAT)
  • DPD collection: £7.50 (including VAT)

Please note that the original shipping cost you paid won't be refunded.

To arrange a return, simply raise a support ticket and provide us with the following information:

  • Your IndustraCare order number
  • Confirmation that the goods are in their original packaging and in resalable condition
  • Details and quantities of the items you'd like to return
  • Whether you'd like to return the order yourself or have us collect it
  • The collection address
  • A contact name and telephone number
  • Your opening hours for collection
  • Any other relevant reference information

Product-Specific Return Conditions:

To ensure a smooth return process, please note these specific conditions for certain product categories:

  • Sterile First Aid Supplies: Items removed from their original packaging and no longer sterile are not eligible for return.
  • Clothing: Must be unworn, with all tags and stickers attached, neatly folded, and returned in its original packaging. We cannot accept returns of clothing that shows signs of wear (hair, skin, sweat, smoke smell) or has been washed.
  • Vinyl Signs: Must not show any signs of peeling.
  • Ear Plugs/Defenders & Breathing Apparatus: For hygiene reasons, these must be in their original, sealed packaging.
  • Eyewear: Must be unscratched and unused.
  • Footwear: Must be returned in its original packaging with no signs of scuffs, scratches, or wear.
  • Mouthguards/Pieces (e.g., SISU and SOVA): These are non-returnable unless faulty. Warranty claims will be processed with the manufacturer. Due to hygiene reasons, we cannot accept returns for change of mind, including incorrect sizing.

Exchanges

For the fastest exchange process, we recommend returning your original order for a refund and placing a new order.

Faulty Items

If you receive a faulty or incorrect item, please contact us as soon as possible. We may ask for images to help us resolve the issue quickly. Depending on the item's size, we may ask you to return it using a pre-paid Royal Mail label or arrange a collection. We'll advise you on the best course of action when you contact us.

Should the item be deemed not to be faulty, the return will be treated as a change of mind return and the above fees will apply.

Packaging Your Return

Returned items must be in new and unused condition, with all original tags and packaging included. Please protect the product's original box with an outer bag or box to prevent damage from tape or labels. All returns are inspected before a refund is issued. We cannot accept returns that are not in resalable condition. In such cases, we may return the item to you at your cost or issue a partial refund.

We recommend obtaining proof of posting when returning goods, as you are responsible for any loss or damage during transit.

Your statutory rights remain unaffected.

Our Return Address:

IndustraCare Ltd. 64a Newgate Street, Bishop Auckland, Co. Durham DL14 7EQ

 

Complaints

At IndustraCare we are committed to providing the highest possible service and quality to our customers. However occasionally we make mistakes or goods may prove to be faulty or defective. If, for any reason, you are not completely satisfied with our goods or services,  please contact us by:

1) Using the Support button in the bottom right corner of the page.

2) Email at- support@industracare.com

 

Or write to-

IndustraCare Ltd.

64a Newgate Street,

Bishop Auckland,

Co. Durham

DL14 7EQ