Refund policy
Cancelling an Order
You can cancel your order at any time before it has been dispatched. To do this, sign in to your account and request a cancellation for your order, or email us at support@scrsupplies.co.uk with your order number or use the Contact Us page. Once your cancellation has been confirmed, we will refund you in full to your original payment method. If your order has already been dispatched, it can no longer be cancelled, but you can return it once it arrives by following the returns process below.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging, and in resalable condition with all accessories and manuals included. You’ll also need your order number or proof of purchase. Items that have been used, installed, modified, or altered cannot be returned unless they are faulty.
Non-Returnable Items
Certain items cannot be returned, including:
- Custom or special-order products
- Hazardous materials, flammable liquids, or gases
- Gift cards
Sale items are subject to the same standard 30-day return policy as full-priced items, and must be completely unused, unopened, and in their original packaging to be eligible for a return.
Damaged or Incorrect Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect so that we can assess the issue and resolve it promptly.
How to Start a Return
To start a return, please contact us at support@scrsupplies.co.uk or use the Contact Us page. Returns must be authorised before being sent back.
Returns should be sent to the following address: Unit 18 & 19 Teignbridge Business Centre
Cavalier Road
Heathfield
Newton Abbot
Devon
TQ12 6TZ
United Kingdom
Items sent back to us without first requesting a return will not be accepted.
Return Shipping
If your return is due to a faulty item, damage in transit, or an incorrect item being sent by us, we will provide a prepaid return shipping label. For standard change-of-mind returns, customers are responsible for covering their own return shipping costs.
Returns from Outside the UK
If you are returning an item from outside the United Kingdom, please contact us at support@scrsupplies.co.uk or use the Contact Us page before sending it back, as with all returns. Please write “Returned goods – relief claimed” clearly on the parcel and on the customs declaration (CN22 or CN23). The declaration should include a full description of the item, the quantity, its value, your original order number and our VAT number, which we will include in our return authorisation email. This helps avoid import VAT or duty being charged when the parcel arrives in the UK. We recommend using a tracked service, and we will process your refund once we have received the item or proof that you have sent it.
Any import VAT, duties or carrier handling fees paid when your order was delivered were charged by customs or the carrier, not by us, so we are unable to refund them. You may be able to reclaim the import VAT and duty from the customs authority in your country, and some carriers can arrange this on your behalf. If you need proof that we have received your return, we will provide it on request.
Refunds
Once your return is received and inspected, we will refund you to your original payment method within 14 days. Please note that it may take additional time for your bank or card provider to process the refund. If you return your whole order, we will also refund the standard delivery charge you paid.
If you have not received your refund within 14 days of us receiving your return, please contact us at support@scrsupplies.co.uk or use the Contact Us page.
Exchanges
We do not currently offer direct exchanges. The fastest way to ensure you receive the item you want is to return the original item and place a new order once your return has been approved.