Refund policy

This policy outlines the statutory rights and procedures for returning physical goods purchased from SLEDLINE. It is written in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Right to Cancel (Standard Physical Goods)
For standard, non-customised products, customers have a legal right to cancel their purchase without providing a reason.

Cancellation Period: The customer must notify SLEDLINE of the intent to cancel within 14 days of the date the physical goods were delivered.

Return Period: Following notification, the customer has an additional 14 days to return the physical goods to SLEDLINE.

Condition of Goods: Items must be returned in their original, unused condition. SLEDLINE reserves the right to deduct an amount from the refund if the value of the goods has been diminished by handling beyond what is necessary to establish the nature and characteristics of the product.

2. Customised and Personalised Products
In accordance with Section 28(1)(b) of the Consumer Contracts Regulations 2013, the statutory right to cancel does not apply to physical goods that are:

Made to the consumer’s unique specifications.

Clearly personalised (e.g., custom graphics, bespoke hardware configurations, or items modified to specific user dimensions).

2.1 Non-Returnable Status: Once production or modification of a customised physical product has commenced, the order cannot be cancelled, and the goods cannot be returned for a refund due to a "change of mind" or customer error in the specification.

3. Faulty, Damaged, or Incorrect Goods
The exclusions regarding customised products (Section 2) do not affect statutory rights if any physical goods—standard or customised—are faulty, not as described, or unfit for purpose under the Consumer Rights Act 2015.

Short-Term Right to Reject (30 Days): If the physical goods are faulty upon arrival, the customer is entitled to a full refund. This must be claimed within 30 days of receiving the goods.

Repair or Replacement (6 Months): If a fault develops after 30 days but within six months of receipt, SLEDLINE is entitled to an initial opportunity to repair or replace the product. If a repair or replacement is not possible or unsuccessful, the customer is entitled to a full or partial refund.

Customisation Errors: If a customised product is physically defective or does not match the specific instructions provided at the time of purchase, the rights to repair, replacement, or refund remain fully applicable.

4. Returns Procedure
To return physical goods, the following protocol must be followed:

Notification: Contact support@sledline.com with the order number and details of the items to be returned.

Shipping Costs: Unless the goods are faulty or misdescribed, the customer is responsible for the direct cost of returning the items. SLEDLINE recommends using a tracked delivery service with insurance appropriate to the value of the goods.

Packaging: Goods must be securely packaged to prevent damage during transit.

5. Processing of Refunds
Timeline: Refunds will be issued within 14 days of SLEDLINE receiving the returned physical goods or receiving valid evidence (e.g., a courier tracking receipt) that the goods have been dispatched.

Method: All refunds will be processed via the original payment method used for the transaction.

Delivery Charges: If a full order of standard goods is returned, SLEDLINE will refund the cost of the goods plus the basic standard delivery charge. Any premium delivery surcharges (e.g., Express or Next Day) are non-refundable.