Returns & Cancellations – Consumer Customers (Private Individuals)

Returns for change of mind

14-day cancellation: You have 14 days from the day after you receive your order to tell us you want to cancel. You then have another 14 days to return the item.

Full refund: You are entitled to a full refund within 14-days, including the cost of standard delivery, unless the item is faulty.

Return Cost: You will be required to pay for the return delivery unless the item is faulty.

To be eligible for a full refund:

It is advisable to ensure that the returned items are fully insured against loss or damage during transportation back to us. A return will only be accepted provided the products are in perfect condition, unused and returned with their original packaging, including all contents and instructions. If the item has been used or installed, an inspection will be required to ensure the goods are fit for resale. A 25% checking and restocking fee will apply.

• Faulty, not as described, or not fit for purpose: If an item is faulty, damaged, or not as described, you have the right to a refund, repair, or replacement.
  
  
• Free returns: You do not have to pay for return postage if the item is faulty. However if the returned item is found to be not faulty you are responsible for the cost of the return. We strongly recommend using a fully traceable shipping service to ensure the safe return of your items.

Please be aware that prior to returning the goods you must advise us in writing by email to sales@aircontrol-systems.co.uk . Before returning any item you must also contact us by telephone on 01225 436236 for instructions on how to return the goods.

Items must only be returned to:

EBAC Industrial Products Limited,
St. Helen Trading Est
Bishop Auckland
Co. Durham
DL14 9AD

Returns – Business Customers (Trade / Commercial Buyers)

Please note that cancellation rights under the Consumer Contracts Regulations do not apply to business purchases. We do not accept returns for change-of-mind business orders unless previously agreed in writing at our discretion.

We ask that any issues or damage must be reported within 24 hours of delivery/

Restocking Fee

If however a return is agreed a restocking fee of 25% of the item's value will apply to all returned items. This fee helps cover the costs of processing the return and readying the product for resale.

Faulty Goods

All EBAC Industrial Products products are covered under a 12-month warranty (UK customers only). If your product is faulty within a 12-month warranty period, please advise us immediately by email or call us on 01225 436 236.  Ebac Industrial Products will arrange a collection at their cost. If a fault is confirmed, EIPL will repair or replace and arrange to return the item to you. However, if on inspection the product is found to be not faulty, return shipping costs will not be covered, and we will contact you to discuss your preferred next steps.

How to Arrange a Return – All Customers

To request a return or report an issue, please contact us with your:

• Order or Invoice number
• Please give details of the issue
• Photographic evidence, where applicable
• Once your return is approved, we will email you a Returns Form for you to complete, which must be included with the returned item(s).