Returns and Refunds
Here at IndustraCare we want you to be completely satisfied with your product. If you are unhappy with your item, you are welcome to return it within 28 days of receipt, for either a full refund (less delivery charges) or an exchange. All you pay for is the return postage. After 28 days, returns are accepted at IndustraCare’s discretion.
When returning goods, please include a note with your name, address, contact telephone number and the order number from the your invoice. We also require a reason for return. Please also state whether you require a refund or exchange.
Customers are responsible for the cost of return unless otherwise stated.
Clothing- must be unworn, with all tags and stickers attached and folded neatly and returned in its original packaging. We will not accept clothing returns with hair, skin, sweat, smoke smell or any which have been washed.
Vinyl signs- Must not show any signs of peeling.
Ear Plugs/Defenders- For hygiene reasons earplugs and defenders must be in their original, sealed packaging.
Breathing Apparatus- For hygiene reasons breathing apparatus must be in their original, sealed packaging.
Eyewear- Must be unscratched and unused.
Footwear- Must be returned in their original packaging and have no sign of scuffs, scratches or any other kind of wear.
Mouthguards/pieces - Mouthguards, such as SISU and SOVA are NON-RETURNABLE unless faulty. If they require a warranty claim this will be processed with the manufacturer. Unfortunately due to hygiene reasons are are unable to accept change of mind returns, including if the wrong size has been purchased.
Exchanges
If you require an exchange for an item that is more expensive, we will call you to arrange the extra payment. We always endeavour to dispatch the exchange as soon as possible. However, if you require the item urgently, it can be considerably quicker to place a second order and send the original item back for a refund.
Smaller items will be dispatched free of charge, however larger items may incur a re-send fee to NON UK-Mainland addresses including the highland and islands of Scotland. Please contact us if you have any queries.
We would advise that you at least obtain proof of posting when returning goods, as loss or damage during return shipping is the responsibility of the customer.
Faulted items
If you received an item you believe is faulted or incorrect please contact us as soon as possible. We may ask for images of the faulted item as this can speed up the return/replacement process. In some cases we will ask you to return the faulted/incorrect item and a refund on the return postage will be processed upon receipt. However in some cases, depending on the size of the item, we will arrange a collection for the item and you will be advised of this once you have contacted us.
How to package returns
Returned items must be in a new and unused condition, with all tags and packaging included. Please cover the product box as received in a plastic bag or box, so that no tape/ labels etc. are on the actual product box. All returns are checked by us before a refund is issued. We will not accept return goods that are not in a saleable condition. If we do not receive items in a satisfactory condition we will either return the item back to you at your cost or process a partial refund only.
We would advise you to at least obtain a proof of posting when returning goods, as loss or damage during return is the responsibility of the customer.
Your statutory rights remain unaffected.
Our postal address for returned goods is:
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
3) Telephone- 01388 662473
Or write to-
IndustraCare Ltd.
64a Newgate Street,
Bishop Auckland,
Co. Durham
DL14 7EQ
