Refund policy
ALXR Limited – Returns, Damages, and Delivery Terms
At ALXR Limited, we take pride in delivering quality products and excellent customer service. These terms set out how we handle damages, missing items, failed deliveries, and returns so that the process is fair, transparent, and efficient for both you and us.
1. Damages and Missing Items
If you receive your order and notice any damage or missing parts, please notify us as soon as possible so we can put it right.
If your order was delivered and installed by our Delivery & Installation (D&I) service, you must report any damages or missing items within 24 hours of delivery.
If your order was delivered by any other service (such as a courier or pallet network), you must report any damages or missing items within 5 days of receiving the goods.
We may ask for photographs of the packaging and items to help us assess the issue quickly. This also helps us work with our suppliers and delivery partners to improve service.
2. Failed Deliveries
A delivery is considered “failed” if the goods are refused without prior agreement, or if no one is available to accept the delivery when it arrives.
If the goods are returned to us because the delivery failed, a re-stocking fee of 35% of the item’s value will be charged. In addition, you will be responsible for the return carriage costs. These are typically £15 per parcel, or £45 per pallet space. Please note that oversized pallets count as two pallet spaces. Deliveries to certain parts of Scotland or outside mainland UK may incur higher charges, which we will confirm at the time.
If the goods are still with the courier and we arrange a re-delivery attempt within 48 hours (only available with some carrier networks), the same carriage charges apply per parcel or per pallet space, but no re-stocking fee is charged.
If a collection from your address fails because no one is available or the goods are not ready, you will be charged the same carriage costs per parcel or pallet space as listed above.
For orders with a net value over £2,000, return and re-delivery charges will be calculated individually and confirmed with you before proceeding.
3. Returning Goods You No Longer Require
We understand that sometimes you may order something and later decide you no longer want or need it.
If the goods are unused, in their original packaging, and in a re-saleable condition, you may return them within 28 days of delivery. These returns will incur a re-stocking fee of 35% of the item’s value, and you will be responsible for the return carriage costs.
If the goods are not in their original packaging, have been used, or are not in a re-saleable condition, they can still be collected within 28 days, but the re-stocking fee will be 100% of the item’s value. This also applies to any “build and bag” products and made-to-order items.
We do not accept returns of any goods outside the 28-day period unless they are faulty. In such cases, consumer rights under applicable law will still apply.
Return carriage costs are typically £15 per parcel, or £45 per pallet space, with oversized pallets counting as two pallet spaces. Some locations, such as parts of Scotland or outside mainland UK, may have higher return costs, which we will confirm at the time of arranging collection. For orders over £2,000 net, we will calculate the costs individually.
4. Authorisation and Processing of Returns
All returns must be authorised by ALXR Limited before goods are sent back. Please contact our customer care team with your order details, photographs (if requested), and reason for return. We will provide instructions on how to prepare the goods for collection.
Refunds will be processed once the returned goods have been inspected and confirmed to meet the return requirements.
Please note that made-to-order or special-order items cannot be returned unless they are faulty.