Returns Policy

This Returns Policy applies to all purchases made from Suttons Ross and should be read in conjunction with our Terms and Conditions.

1. Trade Customers (Business‑to‑Business Sales)

Unless otherwise agreed in writing, all sales to trade customers are made on a business‑to‑business basis.

Goods are not supplied on a sale or return basis.
Returns will only be accepted with prior authorisation from Suttons Ross.
A completed Returns Authorisation Request (RMA) must be submitted and approved before any goods are returned.

Unauthorised returns may be refused or returned to the sender at their cost.

2. Faulty or Defective Goods

If goods are believed to be faulty or defective:

You must notify us within 48 hours of delivery.
The fault must be described clearly when submitting the RMA request.
Supporting evidence (such as photographs or batch numbers) may be required.

Where a fault is confirmed: - We will, at our discretion, offer a replacement, repair, or credit note. - Refunds are not offered on trade sales unless required by law.

3. Damaged Goods in Transit

Any damage must be reported within 24 hours of delivery.
Delivery notes must be signed as damaged where visible damage exists.
Photographic evidence of the packaging and goods is required.

Failure to report transit damage within this timeframe may invalidate the claim.

4. Incorrect Goods Supplied

If incorrect goods have been supplied:

Notify us within 48 hours of delivery.
Goods must be unused and in original packaging.

Upon verification, we will arrange a replacement or issue a credit note.

5. Unwanted or Ordered in Error (Trade Customers)

Returns for unwanted goods or items ordered in error:

Are subject to prior approval.
Must be returned unused, in original packaging, and in resalable condition.
May be subject to a restocking fee.
Original delivery charges are non‑refundable.
Return carriage costs are the responsibility of the customer.

We reserve the right to refuse returns where goods are not in a resalable condition.

6. Return Process

Submit a Returns Authorisation Request (RMA).
Await written approval and return instructions.
Clearly mark the RMA reference on all packaging.
Return goods using the approved method only.

Goods returned without an RMA reference may be rejected.

7. Exclusions

The following items are non‑returnable, unless faulty:

Bespoke or made‑to‑order items
Items cut to length or customised
Clearance or end‑of‑line stock
Items damaged due to misuse, incorrect installation, or normal wear and tear

8. Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law where applicable.

9. Consumer Customers (Business‑to‑Consumer Sales)

This section applies only where goods are sold to consumers (individuals purchasing wholly or mainly for personal use).

9.1 Right to Cancel (Distance Sales)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have the right to cancel their order within 14 days of receiving the goods, without giving a reason.

To exercise this right: - You must notify us in writing within the 14‑day cancellation period. - Goods must be returned within 14 days of cancellation. - Goods must be unused, in original packaging, and in a resalable condition.

Refunds will be issued within 14 days of receiving the returned goods or proof of return, whichever is earlier.

Original outbound delivery costs will be refunded at the basic delivery rate. Return postage costs are the responsibility of the consumer unless the goods are faulty or incorrect.

9.2 Faulty or Misdescribed Goods (Consumer Rights Act 2015)

If goods are faulty, damaged, or not as described:

Consumers are entitled to a full refund within 30 days of delivery.
After 30 days, we may offer a repair or replacement before a refund is issued.

Faults must not be caused by misuse, incorrect installation, or normal wear and tear.

9.3 Exclusions (Consumer Sales)

The following items are exempt from consumer cancellation rights unless faulty:

Bespoke or made‑to‑order items
Items cut to size or personalised
Sealed goods that are not suitable for return once opened (where applicable)

10. Contact

For all returns enquiries, please contact:

Suttons Ross
Email: info@suttonsross.co.uk
Telephone: 01989 768545

This policy may be updated from time to time without prior notice.