Refund policy
Returns, Refunds & Cancellations Policy
At Stockshed Metering Limited, we aim to supply high-quality metering products, spare parts and associated equipment. We understand that occasionally goods may need to be returned.
This policy explains our procedures for returns, cancellations, faulty goods and refunds. Nothing in this policy is intended to exclude or restrict any statutory rights available to consumers under UK law.
1. Standard Returns
Stockshed Metering Limited may accept standard stock items for return provided that a return is requested within 28 days of the original date of supply.
To qualify for a return, goods must be:
Unused and uninstalled;
Unmodified and unprogrammed;
Complete with all accessories, documentation and components originally supplied;
In their original packaging where applicable; and
In a condition suitable for resale as new.
Stockshed Metering Limited reserves the right to refuse a return where goods have been installed, used, damaged, altered, programmed or are otherwise no longer suitable for resale.
Unless otherwise agreed, returns accepted under our standard commercial returns policy are subject to a 25% restocking charge, which will be deducted from any credit or refund due.
This restocking charge does not apply where a consumer is exercising a statutory right to cancel or reject goods.
2. Return Merchandise Authorisation (RMA)
No goods should be returned to Stockshed Metering Limited without prior authorisation and a valid RMA number.
Before returning any goods, please contact us to obtain a Return Merchandise Authorisation (RMA) number and return instructions.
The RMA number must be clearly shown with the returned goods and/or on the external packaging as instructed.
Goods returned without prior authorisation or without a valid RMA number will not be processed for credit or refund and may be disposed of. Stockshed Metering Limited accepts no responsibility for unauthorised returns.
Issuing an RMA number does not constitute acceptance of the return or confirmation that a refund or credit will be issued. All returned goods remain subject to inspection.
3. Return Carriage Costs
Unless goods are faulty, incorrectly supplied by Stockshed Metering Limited, or the customer has applicable statutory rights providing otherwise, all return carriage and associated costs are the responsibility of the buyer.
Returned goods must be securely packaged to prevent damage in transit.
We recommend using an insured and trackable delivery service. Responsibility for the returned goods remains with the customer until they have been safely received by Stockshed Metering Limited.
4. Special Order & Non-Standard Products
Products specifically ordered from a manufacturer or supplier for a customer's requirements and which are not normally held as standard stock by Stockshed Metering Limited are considered special-order items.
Special-order and non-standard items cannot normally be cancelled or returned once the order has been placed with our supplier.
This may include unusual meter sizes, specialist components, non-standard communication options and products obtained specifically to fulfil a customer's order.
Customers should therefore carefully check all product specifications before ordering a special-order item.
Where the purchaser is a consumer, this provision is subject to their applicable statutory rights.
5. Bespoke, Programmed & Configured Products
Certain products may be manufactured, programmed, configured or modified specifically for a customer's application.
Examples may include:
Heat or cooling meters programmed for a particular installation;
Glycol meters programmed for a particular glycol type or concentration;
Communication modules configured to customer requirements;
Products manufactured or modified to a customer's specification; and
Other clearly personalised or bespoke products.
Such products cannot normally be cancelled or returned once programming, configuration, modification or manufacture has commenced.
UK distance-selling cancellation rights contain an exception for goods made to a consumer's specification or clearly personalised.
This does not affect a customer's rights where goods are faulty, incorrectly supplied or do not conform to the contract.
6. Consumer Online Orders – 14-Day Cancellation Right
Where you purchase from Stockshed Metering Limited as a consumer rather than in the course of a business, additional statutory cancellation rights may apply to purchases made online, by telephone or through other distance-selling methods.
Subject to applicable exceptions, a consumer generally has 14 days from the day after receiving the goods to notify us that they wish to cancel the purchase. After notifying us, the consumer generally has a further 14 days to return the goods.
A consumer exercising this statutory cancellation right will not be charged our standard 25% restocking fee.
Consumers may examine goods as they reasonably would in a shop. However, where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods and results in diminished value, the refund may be reduced where permitted by law.
Unless otherwise required by law or agreed by Stockshed Metering Limited, the consumer is responsible for the direct cost of returning unwanted goods.
7. Refund of Delivery Charges for Consumer Cancellations
Where a consumer validly cancels an entire eligible online order within the statutory cancellation period, we will also refund the applicable standard outbound delivery charge.
Where the customer selected a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional cost of that premium delivery service.
8. Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact Stockshed Metering Limited as soon as possible.
For standard stock products, we will normally cancel the order and issue a refund where the goods have not yet been dispatched.
Cancellation may not be possible where:
The order has already been dispatched;
A special-order item has already been ordered from our supplier;
Manufacture has commenced;
Programming or configuration has commenced; or
The product has otherwise been prepared specifically to meet the customer's requirements.
Any statutory consumer cancellation rights remain unaffected.
9. Faulty Goods
If you believe a product is faulty, please contact Stockshed Metering Limited before returning it.
We may ask you to provide information including:
Order or invoice number;
Product model;
Serial number;
Description of the fault;
Details of the installation and application; and
Photographs or other information reasonably required to identify the problem.
We may also provide troubleshooting assistance before authorising a return, particularly where the issue could relate to configuration, installation, wiring, communications or system conditions.
Where goods are confirmed to be faulty, the 25% restocking charge will not apply.
For consumers, statutory remedies for faulty goods are governed by the Consumer Rights Act 2015. This includes a short-term right to reject qualifying faulty goods and rights to repair or replacement in appropriate circumstances.
10. Warranty Returns
Many products supplied by Stockshed Metering Limited are covered by a manufacturer's warranty.
Where a product develops a fault outside the initial returns period but remains within its applicable warranty period, please contact us before returning the product.
Warranty claims may require the product to be returned to Stockshed Metering Limited and/or the manufacturer for inspection and testing.
A manufacturer's warranty does not replace or reduce any statutory rights available to consumers.
Warranty coverage will not normally apply to faults or damage caused by circumstances outside the terms of the relevant warranty, which may include incorrect installation, misuse, accidental damage, unauthorised modification or unsuitable operating conditions.
11. Incorrect Goods
If Stockshed Metering Limited has supplied a product different from the product ordered, please contact us as soon as reasonably possible.
Do not install or use an incorrectly supplied product.
Once the error has been confirmed, we will provide appropriate return instructions and arrange a replacement, refund or other appropriate remedy.
The customer will not be responsible for reasonable return costs where the error was made by Stockshed Metering Limited.
12. Goods Damaged in Transit
Please inspect deliveries as soon as reasonably possible after receipt.
If packaging appears significantly damaged on delivery, please record this with the carrier where possible and take photographs before opening the package.
Any transit damage should be reported to Stockshed Metering Limited as soon as possible after delivery, together with photographs of:
The external packaging;
Shipping label;
Internal packaging; and
Damaged product.
Please retain all original packaging until we have advised you how to proceed.
Do not install or use a product that has been damaged in transit.
13. Inspection of Returned Goods
All returned goods are inspected before a refund or credit is approved.
Stockshed Metering Limited reserves the right, subject to applicable law, to refuse a voluntary return or make an appropriate deduction where goods are:
Damaged;
Incomplete;
Used or installed;
Missing packaging, accessories or documentation;
Modified or programmed;
Contaminated;
Otherwise unsuitable for resale; or
Returned outside the applicable returns period.
Where an authorised return under our standard commercial returns policy is accepted, the refund or credit will normally be subject to the 25% restocking charge.
14. Refunds
Once an authorised return has been received, inspected and approved, any refund due will be processed using the appropriate payment method or issued as an account credit where agreed.
For consumer cancellations subject to the statutory distance-selling rules, refunds will be made within the timescales required by law. For goods, a trader may generally wait until the goods have been returned or the consumer supplies evidence that they have sent them back.
15. Business Customers
Where goods are purchased wholly or mainly for purposes relating to a customer's trade, business, craft or profession, the customer is purchasing as a business customer rather than a consumer.
The statutory consumer cancellation provisions described above do not apply to business-to-business purchases.
Business returns of correctly supplied standard stock products are therefore subject to our 28-day returns period, RMA procedure and 25% restocking charge, together with the other applicable provisions of this policy.
16. How to Request a Return
To request a return, please contact Stockshed Metering Limited before sending any goods back.
Please provide:
Your order or invoice number;
Product description;
Quantity being returned;
Reason for return;
Product serial number where applicable; and
Details of any suspected fault.
We will review your request and, where appropriate, issue an RMA number and return instructions.
Do not return goods until an RMA number has been issued.
17. Statutory Rights
Nothing contained within this Returns, Refunds & Cancellations Policy is intended to exclude, restrict or limit any statutory rights or remedies which cannot lawfully be excluded.
Where the purchaser is a consumer and any provision of this policy conflicts with their statutory rights under applicable UK consumer law, the consumer's statutory rights will take precedence.
For further information on UK consumer return rights, the UK Government provides guidance on returns and refunds.