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Returns Information

Innkeeper Supplies  has carefully selected all the products on the enterprise.innkeepersupplies.co.uk website and hopes you will be happy with your purchase. However, there may be times when you feel you need to return an item to us.

Please do not return anything to us before speaking to our Customer Support Team. You can contact us by phone (01564 702620) or email (info@innkeepersupplies.co.uk). If we are not contacted, we will not be held responsible for any return postage/delivery charges you may have incurred that may not have been necessary.

For all returns you will need to fill out and enclose a copy of the returns form, which you can download below.

Download the Innkeeper Supplies Returns Form:

You will also need to mark the outer packaging of your return with your order number and ensure the parcel has suitable packaging for transit.

Failure to comply with the above will result in delays processing the return.

The address for all returns is:

Returns Department
Innkeeper Supplies , Unit A2, Earlswood Trading Estate, Poolhead Lane, Earlswood, B94 5EW UK

Unwanted items

This should be read in conjunction with our cancellation policy (see Terms & Conditions page)

If you decide you are not entirely satisfied with your purchase, it may be possible to obtain a refund from us by contacting our Customer Support Team within 30 days of receipt of your order. The costs of returning goods to us shall be borne by you. You are also responsible for the goods while in transit until they reach our offices. Responsibility for loss or damage while in transit shall be borne by you or for you to dispute with your delivery service providers.

Please note however, that all unwanted returned items must be in a full un-used condition and in the original packaging.

Upon receipt we will provide a refund to the value paid for the items returned. We will not be in a position to refund the original delivery/postage costs incurred.

Damaged or faulty items

Please note all damages on receipt of the parcel need to be reported to our Customer Support Team via phone or email within 3 working days.

If you have received an item that is damaged or that is faulty on first use please contact us. We will be able to offer a replacement or refund for the item as long as this is reported in a reasonable amount of time. In some cases we will need to wait for the damaged/faulty item to get back to us (we may collect this or ask you to post this and we will reimburse the charges) before we can replace or refund this. Where we collect damaged or faulty items we try our best to work with the customer and will collect at a convenient time and from a suitable address.

Items received in error

Should you receive an incorrect item from us please contact our Customer Support Team as soon as possible and ideally within 3 working days. They will decide on the best course of action based on the product received. Please note you may be asked to return this to us via your local post office and we will refund you the postage charges on proof of receipt or you may be asked to stay in for a collection of the item. With collections of incorrect items we try our best to work with the customer and will collect at a convenient time and from a suitable address.

Goods returned but lost in transit

We request that customers take reasonable care of their goods until they are returned to Innkeeper Supplies. We recommend that goods are suitably packaged for transit and that a secure and traceable delivery service is used. Please ensure that you get a receipt for proof of postage. In some circumstances, we may either collect the goods or ask you not to return the goods. If your parcel is lost transit, please make your claim with the courier used to return the goods.

Refunds & replacements

All returns will be processed and acted upon within 10 working days of receipt. If you choose a refund, the amount of time this takes to show in your account will depend on your provider and account type (usually around 3 days). If you choose a replacement, delivery will take the standard delivery time for your region as seen on our Delivery Information page.

Please note: The terms and conditions as outlined above, do not affect your statutory rights.