Returns
Goods Returned For Credit
For unwanted goods, returns should be made within 28 days of purchase for a full credit. For unwanted returns made more than 28 days and up to 365 days from the date of purchase, Serenco UK Ltd will credit the original value less a handling charge of no less than 5% of the value of the goods.
All goods should be returned with a completed Customer Returns Form, with Proof of Purchase and in their Original Condition, specifically:
• Complete with original packaging, labels and instructions.
• In an undamaged, unused and saleable condition.
• Without any saved preferences or personal data (software, app etc).
• The product should not be registered (e.g. warranty registrations).
Please note: When trying on items of workwear, please ensure you are not wearing anything with a heavy odour, aftershave, perfume, make-up or anything which may leave a scent or marks on the item. We will be unable to accept the return of any items of clothing or footwear, where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with the tag attached.
The following items are excluded from our returns policy unless faulty or not as described:
• Software, including Delphi diagnostics.
• HaynesPro technical data subscriptions.
• Products which have been sourced as a special order.
• Products which have been made to order, including OSM.
• Products which are discontinued or obsolete.
This does not affect your statutory rights. *Credit is for the price paid for the product only, any carriage charges will not be reimbursed. Please note we reserve the right to charge a handling charge on goods returned within 28 days should they not be returned in their original condition.
New Defective Items
Products found to be faulty within 7 days of receipt will be replaced or credited and not repaired. Please notify Customer Services as soon as possible. We will then arrange to collect the new defective item and either send a replacement or credit on receipt of return. If you have received
an item which is damaged, please report to Customer Services within one working day of receiving the goods. We will investigate and come to a mutually satisfactory resolution depending on the extent of the damage.
Missing Or Incorrect Items
Issues relating to goods missing from a delivery or incorrect items being supplied must be reported to Customer Services within two working days.
Customer Services can be notified by telephone on 01604 790982 or by email to sales@serenco.co.uk. After investigation and if stock levels suffice,
we will send missing or correct items out on the same day. If applicable, incorrect goods will be credited on return to Serenco.
Your Responsibilities
As a distributor of Serenco UK you are responsible for:
• The safe packaging and labelling of goods for return.
• Including a completed Customer Returns Form or Service Order with all returns.
• Including a proof of sale for warranty claims.
• Including order information, such as order number and date for missing or incorrect items.
How To Return
1. Contact Customer Services with your account ref, details of the product and a brief description of the fault.
2. Customer Services will email you a Customer Returns Form or Service Order to complete or download here
3. Customer Services create a Returns Order and email acknowledgement with your reference number.
4. Advise Customer Services if you would like a collection. We are pleased to offer every distributor a complimentary DPD Drop2Shop collection service**. If using Drop2Shop, Customer Services will send you a DPD label. Alternatively, you can arrange your own return to us.
5. Safely package the goods, complete the red sections of the form and include with the parcel. If you’re claiming under warranty, please also include your Proof of Sale (POS).
6. Drop your parcel to your local DPD Drop2Shop.
7. We’ll email you once we have confirmed receipt and reviewed the return.
8. We process your return. We aim to get your goods repaired/replaced and despatched back to you within 3-5 working days of receipt of the item***.
**Maximum 1 DPD Drop2Shop collection per distributor per week. ***Please ensure all returns contain the correct paperwork, including POS for warranty claims. Delays in processing your return are out of our control if we have received inadequate paperwork.