Returns Policy

Returns Policy

Firstmark Consultancy Ltd, and its trading names, is a manufacturer and wholesale distributor to the trade. We do not sell direct to the public.

Returns

During delivery, or on collection from our premises, the Buyer, shall inspect goods for visible signs of damage, in transit or otherwise. In the event of visible signs of damage, the buyer MUST clearly sign the goods received as damaged, OR refuse delivery of goods.

The buyer shall inspect goods immediately upon receipt and shall notify us within 1 working day of delivery if the goods are damaged or do not comply with any part of the contract.

Where a claim of defect or damage is made, then goods shall be returned to us as soon as is reasonably possible and in its original packaging. Upon inspection by us, if goods are deemed to be damaged or faulty, then the buyer shall be entitled to replacement goods or at our discretion, a full refund (including delivery costs, if applicable) or repair. Any credit issued must be claimed within 12 months of the issue date.

Where goods returned are found to be damaged or defective due to the buyer’s fault, negligence or incorrect installation, then the buyer will be liable for all costs incurred by us (including delivery costs, if applicable).

Returns to us due to a change of mind or if you no longer require the goods.

Our acceptance of returns under these circumstances will be at our sole discretion and you will be liable for all delivery costs (where applicable) and a restocking fee of 15%. If we accept the return of goods under these circumstances, goods MUST be in their original packaging and in an unused condition.

Advanced replacements will be invoiced at full cost. In the case of a non-credit account customer, payment will be required before goods are dispatched. Where a returned product is deemed to be faulty, a credit will be raised to cover the purchase cost (including delivery costs, if applicable).

Branded products

Where products have been branded specifically for a buyer, any returns will be reworked but not credited. Branded products outside of their warranty will be offered a chargeable repair service.

Click here to read our full Branded Products Policy

Unused products

Where a percentage of products remain unused, or the date has expired then these will not be credited.

FMCPOL015 (1)