Refunds & Returns Policy

Last updated: October 2025

1. Introduction

At Standex Systems, we aim to make our refunds and returns process as clear, fair, and straightforward as possible. This policy is in addition to your statutory rights under UK consumer law.

2. Your Legal Rights

• Under the Consumer Contracts (Distance Selling) Regulations, you have the right to cancel your order within 14 days of receiving your goods for any reason (known as the "cooling-off period").
• Once you’ve notified us of your intention to cancel, you have another 14 days to return the goods.
• Under the Consumer Rights Act 2015, you can reject faulty goods for a full refund within 30 days of receipt.
• After 30 days but within six months, you may request repair or replacement. If that’s not possible, a refund may be offered.

3. Returns for Change of Mind

If you change your mind and wish to cancel a non-faulty order:

• Notify us within 14 days of receiving the goods.
• You then have a further 14 days to return them.
• Items must be unused, in undamaged condition, and in their original packaging with all accessories included.
• Unless otherwise agreed, you are responsible for the cost of returning the goods.

4. Faulty, Damaged or Misdescribed Items

If your order arrives faulty, damaged, or not as described:

• Contact us as soon as possible with details and photographs of the issue.
• We’ll arrange return or replacement at no cost to you.
• Refunds will be processed promptly—normally within 14 days of agreeing that a refund is due.
• Refunds will be issued to the original payment method unless otherwise agreed.

5. How to Return an Item

1. Email [email protected] with the subject line “Return Request: Order #XXXX” including your name, order number, and reason for return.
2. We’ll confirm if your return is accepted and provide return instructions.
3. Pack the item securely (ideally in its original packaging) with all parts, manuals, and accessories included.
4. Ship the item within the allowed return period using a tracked service and retain proof of postage.
5. Once received and inspected, we’ll process your refund or replacement.

6. Exceptions & Exclusions

The following items are generally not eligible for return or refund unless faulty:

• Custom-built or made-to-order products
• Items clearly marked as non-refundable
• Products used beyond reasonable inspection, or returned damaged or incomplete
• Goods sealed for hygiene or safety reasons once opened

7. Partial Refunds or Deductions

In some cases, we may deduct an amount from your refund to reflect any loss in value if items were handled beyond what is reasonable to inspect them. Any deduction will be fair, clearly explained, and communicated before processing your refund.

8. Credit Notes or Exchanges

We may offer an exchange or credit note instead of a refund if you agree. This does not affect your statutory right to a refund where legally applicable.

9. Contact & Dispute Resolution

If you have any questions or concerns about a return or refund, please contact:

Standex Systems Ltd
Email: [email protected]
Phone: 01604 646633

We will always aim to resolve issues promptly and fairly. You can also seek advice from Citizens Advice or Trading Standards if further assistance is required.

10. Policy Updates

We may update this policy periodically to reflect changes in law or our processes. Any updates will be published on this page.