- My goods are faulty/damaged, what should I do?
We are here to help and our returns department is efficient to the customer providing the guidelines and policy information below are followed. If you need assistance at any point please telephone 0161 797 3222.
- Goods Faulty on Arrival:
If your goods are faulty on arrival, you have 28 days to inform us of the fault (please note that for business customers, this is 14 days). When the goods are returned to us and the fault has been verified, we’ll either issue a full refund (including shipping costs) to you via your original payment method or provide a replacement product. We will arrange collection of the goods from you by courier, however it is your responsibility to ensure that the goods are packed in their original shipping packaging. Goods will not be accepted back into our warehouse without a returns authorisation number.
- Goods Damaged in Transit:
If your goods were damaged in transit, we request that you report it to us within 7 days. If goods are visibly damaged on receipt, it is best to sign the delivery note accordingly. Once the damaged goods are received back into our warehouse, we’ll issue a full refund to you via your original payment method. We will arrange collection of the damaged goods from you by courier, however it is your responsibility to ensure that the goods are packed in their original shipping packaging. Goods will not be accepted back into our warehouse without a returns authorisation number.
- Goods Faulty in Warranty Period:
If your goods develop a fault but it is more than 28 days since receipt, then provided your product is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide this service and / or telephone help facilities for your convenience, which of course, we recommend you utilise in order to correct the fault quickly. It is your responsibility to return goods to us outside the initial 28 days of warranty. We will repair, replace or send to the manufacturer on your behalf, as deemed necessary. Please ensure goods are returned in adequate shipping packaging and by a courier service with adequate compensation for loss or damage. Goods will not be accepted back into our warehouse without a returns authorisation number.
- Used Stock / Clearance Items:
Please note that our used stock is sold with 3 months warranty only, and therefore any claims under the warranty after 3 months of receipt will be refused. Used stock is also excluded from the Distance Selling Directive. It is your responsibility to return goods to us in this instance, we recommend that you use a suitable courier and ensure the goods are packed well to avoid any further damage/faults. We will replace, or repair, where necessary and cover the expense of returning the goods to you. Goods will not be accepted back into our warehouse without a returns authorisation number.
- If you have changed your mind:
If you have simply changed your mind about your order and you wish to return your goods, this is fine provided you inform us of this decision within 10 days from receipt of goods. The goods must not be opened nor used and must be ‘as new’ when returned to us. Once you’ve informed us of your decision to return goods you have 28 days to do so at your own expense. Once goods are received in our warehouse and checked to be in a completely re-sellable condition, we will issue a full refund for the cost of the goods to your original payment method. Postage can not be refunded as courier companies have carried out the original delivery. Please note this policy does have some limitations (ie: bespoke or made to measure products) and does not apply to business customers.
- What now?
Now you know our returns policy, you can request a return using the contact form (see "Contact Us" above) or by phoning 0161 797 3222.
We require the following information before we can process your return.
- Original order number
- Your full name
- Daytime telephone number
- A detailed description of the fault / damage.
Once we have this information we will process your request to return goods swiftly.
Any goods sent back to Astra without a returns number will be refused. Any goods returned with missing parts or components will be charged for accordingly. Any advance replacement goods must be paid for in full and will only be refunded once the original goods have been returned complete and in accordance with the policy above.