Returns

To return a product you will need a RMA form. Please email contact@supplieshear.co.uk to request a RMA form before sending in any items.

RMA System

Product and service quality management is an important aspect Supplies Hear. For this reason, Supplies Hear operates an RMA (Returned Materials Authorisation) system. To alert us to a problem with a delivery please email: contact@supplieshear.co.uk.  All deliveries should be checked carefully on arrival. 

Any item returned to Supplies Hear must be accompanied by a completed RMA form and RMA number (as advised by us when you contact us to alert us to the problem).  An RMA form can be requested by emailing contact@supplieshear.co.uk. Supplies Hear reserves the right to apply an extra administration charge to items returned without an RMA number.

All agreed returnable items from UK customers must be returned within 21 days of date of dispatch (UK customers only).

Items ordered due to the customer’s error may be accepted, subject to prior agreement in writing with our Sales team, but in all cases items must be complete, in as-new condition and correctly packed for shipment.  Unsaleable items will not be credited.  A re-stocking fee will usually apply, to cover our labour and material costs in checking and re-warehousing.  All associated postage and packing charges are non-refundable.

Items ordered specially for a customer (that do not form part of our normal stock) or are custom-made at the customer’s request, are not returnable and cannot be credited except where a manufacturing or material fault is identified.

Restocking

Returned items will be examined on receipt and Supplies Hear reserves the right to refuse credit if we cannot identify a fault with the items.  All returned items may be subject to a re-stocking charge of 10% of the standard trade price, to cover examination, testing, cleaning, quality assurance and re-packaging. Our minimum re-stocking fee is £15.00 + VAT.

Proof of Delivery

Until returned items are received by Supplies Hear, such items remain the customer’s responsibility. In the rare case that items become lost in transit or in case of dispute, Supplies Hear reserves the right to insist on signed proof of delivery (POD) as proof of receipt by Supplies Hear. While incidence of postal and courier error are low, we cannot accept proof of dispatch as proof of receipt, and recommend that customers use standard mail services for packages of appropriate value.

Packing & Damage in Transit

Supplies Hear accept no liability for loss or damage to customers’ returned goods in transit. Customers are advised to ensure goods are properly packed and insured before dispatch, using a proof of delivery service.