Returns and Refund Policy

At BWS Ltd, we aim to provide quality products and a fair, straightforward returns process.

We understand that customers occasionally order the wrong product or change their requirements. We will always try to resolve these situations reasonably.

Our returns policy distinguishes between purchases made by private consumers and those made for business purposes, as different legal rights apply.

1. Consumer Returns — Unwanted Goods

If you are purchasing goods as a private consumer, you will generally have the right to cancel your online purchase within 14 days of receiving your goods, without giving a reason.

Where an order contains multiple items delivered separately, the cancellation period normally begins when you receive the final item.

To exercise your cancellation right, you must notify BWS Ltd of your decision to cancel within the applicable 14-day period.

You then have a further 14 days to return the goods.

You can notify us by emailing sales@basicwelding.co.uk or writing to our returns department.

Please include your order number and details of the products you wish to return.

Condition of Returned Goods

You may inspect and handle goods to establish their nature, characteristics and functioning, as you would reasonably be permitted to do in a shop.

We may make a deduction from your refund where handling beyond what is necessary has reduced the value of the goods, as permitted by law.

We recommend retaining original packaging and returning all accessories and documentation where possible.

However, the absence of original packaging does not automatically remove your statutory cancellation rights.

Return Carriage

For unwanted goods returned under the statutory cancellation right, customers are responsible for the direct cost of returning the goods, provided this responsibility was communicated before purchase.

We recommend using a tracked and appropriately insured delivery service.

Some larger products, including welding machines, compressors and workshop equipment, may require pallet or specialist transport.

Where goods cannot normally be returned by post, the applicable return cost or a reasonable estimate will be provided before purchase where required by law.

If you require assistance arranging a return, please contact us.

2. Business Customer Returns

Business customers do not have an automatic right to return correctly supplied goods simply because they are no longer required, have been ordered incorrectly or are available elsewhere at a lower price.

However, BWS Ltd recognises that genuine mistakes can occur.

We will consider requests for returns or exchanges on an individual basis.

All discretionary business returns must be authorised by BWS Ltd before goods are returned.

Where a return is agreed, the following conditions may apply:

• Goods must be unused, complete and suitable for resale.
• Original packaging, accessories and documentation should be included where reasonably required.
• The customer may be responsible for return carriage costs.
• A reasonable handling or restocking charge may apply to recover genuine costs associated with the transaction and return, including non-refundable payment-processing fees, administration, inspection and handling.
• Any applicable charges will be explained and agreed before the return is authorised.

BWS Ltd reserves the right to waive charges or conditions at its discretion.

Nothing in this section affects a business customer’s applicable rights or remedies where goods are faulty, incorrectly supplied, misdescribed or otherwise fail to comply with the contract.

3. Special-Order Products

Certain products are sourced specifically against a customer’s order.

For business customers, cancellation or return of correctly supplied special-order goods may be refused where no contractual cancellation right exists.

Where BWS agrees to a discretionary return, any applicable supplier cancellation or handling costs will be explained and agreed beforehand.

For consumers, statutory cancellation rights continue to apply unless a specific legal exception is satisfied.

Ordering a standard product from a supplier specifically for a customer does not automatically remove consumer cancellation rights.

4. Faulty, Damaged or Incorrect Goods

If your goods arrive faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible.

We will investigate the issue and arrange an appropriate resolution in accordance with your legal rights.

Depending on the circumstances, this may include repair, replacement, refund or another remedy required by law.

For consumers, goods must meet the requirements of the Consumer Rights Act 2015, including being of satisfactory quality, fit for purpose and as described.

Consumers generally have a 30-day short-term right to reject faulty goods, subject to the statutory conditions and exceptions. Further rights may apply after this period.

Where BWS Ltd is legally responsible for faulty or incorrectly supplied goods, we will meet reasonable return costs where required by law.

For business customers, applicable contractual and statutory rights remain unaffected.

5. Refunds

Where a consumer validly cancels an entire order under their statutory cancellation rights, we will refund the price paid for the goods and the applicable standard outbound delivery charge.

Any additional cost of an enhanced delivery service selected by the customer need not be refunded beyond the cost of our least expensive standard delivery option.

Refunds will normally be made using the original payment method unless otherwise agreed.

For statutory consumer cancellations, refunds will be made within the legally required period.

Where goods have already been delivered, we may withhold the refund until we receive the goods back or receive evidence that they have been sent back, whichever occurs first, subject to applicable law.

Any lawful deductions for diminished value will be explained.

For approved discretionary business returns, refunds will be processed in accordance with the return conditions agreed with the customer.

6. Unclaimed or Failed Deliveries

If an order is returned to BWS because delivery could not be completed or the goods were not collected, please contact us.

We will explain the available options, including redelivery or, where applicable, cancellation and refund.

For business customers, reasonable additional delivery or return costs caused by incorrect delivery information, failure to accept delivery or failure to collect goods may be charged where permitted by the contract and applicable law.

For consumers, any additional charges will be subject to their statutory rights and the terms communicated before purchase.

7. Returns Address

BWS Ltd — Returns Department
232 Briscoe Lane
Manchester
M40 2XG
United Kingdom

Before returning goods, please contact us so we can confirm the appropriate return arrangements.

Some products may need to be returned directly to a manufacturer or another designated location.

8. Contact Us

For returns, refunds or product concerns, please contact:

BWS Ltd

Telephone: 0161 223 1843
Email: sales@basicwelding.co.uk

Please include your order number when contacting us.

We aim to resolve returns fairly and efficiently while respecting our customers’ legal rights.