Terms of trade - Ascot Hygiene Products Ltd

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Terms of trade


Return Policy (return of merchandise)

All purchases should be considered final.  Returns will only be accepted for defective products. You must return the product to us undamaged, in good condition and with all manuals and enclosures/packaging that shipped with the product.  Please return the product in the original box or a protective cardboard box or other similar shipping carton like the one we used to ship it to you originally. Returned, damaged and/or incomplete products (including the box) are subject to restocking fees from 10% to 50%.  In cases of major damage or abuse, the product may be refused.

You must obtain a Return Merchandise Authorisation (RMA) number prior to returning the product.  Email customerservice@ascothygiene.co.uk with your name, the name/model of the product, and the specific defect you have encountered.  Products returned without an RMA number will not be accepted and a credit will not be issued.

If we have sent you an incorrect product by mistake, we will replace it with the correct product at no cost to you.  Call 01869 278118 or email customerservice@ascothygiene.co.uk for a replacement unit.  We will arrange courier collection of the return item at no cost to you.

  • Shipping charges are not refundable.

  • Defective products are eligible for return/replacement within 30 days from the date of purchase.  After 30 days, the product must be returned to our warranty repair facility for warranty repair.

  • You will be charged a 20% restock fee for all non-defective returns within 60 days of original invoice date.

  • No returns, for any reason, will be accepted after 60 days from the original ship date.

  • A copy of your receipt must be included with all defective returns.  All items must be returned complete and with all original parts/accessories/documentation; incomplete returns will not be accepted.

  • A Return Merchandise Authorisation (RMA) number must obtained from Ascot Hygiene Ltd prior to the return of any merchandise. Product returned without a RMA number will be returned to you at your expense.

  • RMA numbers are valid for a period of thirty (30) days from date of issuance.

  • All returns must be shipped with the RMA number displayed on the exterior of the package.  Please avoid writing anything on the carton that would void the use of the carton.

  • Freight charges and handling charges are not refundable.

  • Allow 14-21 business days for processing returns.

  • Credit will be issued once we receive the tracking number for the return of the item.

  • Items showing installer or consumer abuse will not be accepted.

  • The customer is responsible for measuring the toilet pan to ensure the ordering of the correct seat size.

  • The customer is responsible for return freight as well as freight charges for the replaced item.

Damage/Loss Information
All claims for damage/pilferage must be filed with delivering carrier within 15 days of receipt.  If you fail to notify us within 15 days, we will not file this claim for you.

Save all boxes & packing material.
All claims for shortages/mis-shipments/mis-billings must be made within 10 days of receipt.

Reservation to Cancel or Change Order
We reserve the right to cancel an order for whatever reason.  Also, in the event a product is listed at an incorrect price due to typographical error or an error in pricing information from our suppliers, we reserve the right to cancel or refuse orders for the product at the incorrect price.  We are not responsible for typographical or pricing errors.  Backordered items will be cancelled and notice will be sent to the customer.

Privacy Policy

Our Commitment to Privacy
Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices.  We do not disclose your information nor do we sell it or make it available to any third party.

The Way We Use Information
We use the information you provide about yourself when placing an order only to complete that order.  We do not share this information with outside parties.  We use return email addresses to answer the email we receive.  Such addresses are not used for any other purpose and are not shared with outside parties.  We use non-identifying and aggregate information to better design our website, but we will never disclose any information that could be used to identify those individuals. We also collect your IP address (assigned by your Internet Service Provider) in order to: better administer our site, and identify customer profile patterns. However, we will never disclose your IP address to any third parties. Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above.

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