Returns, Damages & Refunds

1. Unwanted or Over-Ordered Goods

If you have over-ordered or no longer require a product, you may contact us to arrange a return.

Unless otherwise agreed, unwanted goods must be:

• unused;
• unopened;
• in their original packaging; and
• in a condition suitable for resale.

The customer is responsible for the cost and risk of returning unwanted goods to Peak Dale Products.

We recommend using an appropriate tracked delivery service when returning goods.

2. Goods That Cannot Normally Be Returned

Unless faulty, damaged or incorrectly supplied, we do not normally accept returns of:

• custom or bespoke products;
• products specifically sourced or purchased for your business;
• products cut to your requested length or specification; or
• other goods altered specifically for your order and which cannot reasonably be resold.

3. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible.

Where cancellation is still possible, we will cancel the order and refund any appropriate payment already received.

Custom, bespoke, specifically sourced or cut-to-length goods may not be cancellable once production, sourcing or processing has begun.

If the order has already been dispatched, it will normally need to be dealt with as a return.

4. Damaged Goods

If goods arrive damaged, please contact us as soon as reasonably possible after delivery.

To help us investigate the damage and make any necessary claim with the delivery carrier, we may require photographs of:

• the damaged goods;
• the outer packaging;
• any internal packaging; and
• the shipping label where relevant.

Please retain the packaging until we have confirmed whether it is still required.

5. Faulty Goods

If you believe a product is faulty, contact us with details of the problem.

We may ask for photographs, further information or the return of the product so that we can assess the issue.

Where a fault is accepted, we may offer a replacement, account credit or refund depending on the circumstances.

6. Incorrect Goods

If we have supplied the wrong product or quantity, please contact us as soon as reasonably possible.

We will investigate the issue and arrange an appropriate replacement, collection, credit or refund.

7. Missing Items or Shortages

Customers should check deliveries as soon as reasonably possible after receipt.

If an item or quantity is missing from your order, contact us with the relevant order details so that we can investigate.

Depending on the circumstances, we may arrange a replacement, issue a credit or provide a refund.

8. Return Delivery Costs

For unwanted or over-ordered goods, the customer is responsible for the cost of returning the goods to Peak Dale Products.

Where goods are faulty, damaged in transit or incorrectly supplied by us, Peak Dale Products will meet reasonable return delivery costs where we require the goods to be returned.

9. Condition of Returned Goods

Unwanted goods must be returned in a condition suitable for resale.

We may reduce or refuse a refund where returned unwanted goods have been opened, used, damaged, marked, altered, inadequately packaged or are otherwise no longer suitable for resale.

This does not apply where the return relates to an accepted fault, damage or supply error.

10. Refunds

Once a return has been received and checked, we will confirm the appropriate refund or credit.

Refunds will normally be made using the original payment method where possible.

The time taken for a refund to appear in your account may depend on the payment provider or bank involved.

Where a customer has paid on account, we may instead issue an account credit where appropriate.

11. Replacements

Where goods are faulty, damaged, missing or incorrectly supplied, we may offer a replacement where stock is available.

If a replacement is not available, we may issue a credit or refund instead.

12. Returns Address

Unless we provide different instructions, approved returns should be sent to:

Peak Dale Products Ltd
Dale Road
Peak Dale
Buxton
Derbyshire
SK17 8BR
United Kingdom

Please include enough information with the return for us to identify the customer and order.

13. Shipping Damage and Courier Claims

Damage caused during delivery may need to be reported by us to Royal Mail, Parcelforce or another carrier.

For this reason, photographs and packaging information may be required before we can complete the claim or resolve the issue.

Customers should not dispose of damaged packaging until we have confirmed that it is no longer required.

14. Refund of Original Carriage Charges

Where goods are returned simply because they are no longer required or were over-ordered, the original carriage charge is normally non-refundable.

Where the entire order is being refunded because of an accepted fault, damage or error by Peak Dale Products, we will consider any appropriate carriage refund as part of resolving the issue.

15. Your Statutory and Contractual Rights

Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded under applicable business-to-business sales law.

This policy should be read together with our Terms & Conditions of Sale.

View Terms & Conditions of Sale

16. Contact Us