If you are not entirely satisfied with your purchase, we’re here to help. Returns requests must be requested by filling in the MyLife Customer Returns Form, available from your Sales Manager or the Returns Department.
Where you are a consumer, and have purchased one of our Products from one of our distributors, you should contact the distributor from whom you purchased our Product with any issues in the first instance.
Deliveries and Acceptance of the Products
Any loss or damage to the Products in delivery, or other obvious quality, quantity or condition issues, must be reported within 48 hours of delivery. Otherwise the Products will be deemed accepted.
Faulty or Defective Products
Where Products are faulty or defective (and this was not apparent on reasonable inspection) you shall be entitled to make a warranty claim where the Product is still in warranty under our Warranty Terms, and this is not excluded under our General Terms.
Where you wish to return “good stock” (i.e. non-faulty or defective Products) you can only return Products purchased in the last 60 days where these are still “active” and listed within our standard sales brochure at the time of return. All good stock must be unused and unopened in the original (undamaged) packaging.
We cannot accept Product returns that have been made by special order or have been reduced in price for display / special offers. All good stock orders cancelled or returned after dispatch (including duplicate orders or back-orders) will be subject to a 25% restocking fee.
Process for Requesting Replacements or Refunds
All return or refund requests must be completed by using our Customer Returns Form.
We will require clear and detailed photos of any relevant Products (other than good stock) prior to the agreement of any replacement Products, as well as any other evidence which we may reasonably request (including proof of purchase).
Where we request it, all Products (including defective Products and good stock) must be returned to us. All packaging, delivery and other costs of returns must be paid by you.
All warranty or returns claims will be subject to any additional terms and conditions in our General Terms, any order we have with you, and also our Warranty Terms.
All returns will be inspected on return and if these terms are not adhered to then we reserve the right to withhold credit on any returns and will notify you of this.
Where we have asked for Products to be returned no refunds or replacements will be processed until the Products are received back.
Remedies for Returns
Good Stock: All good stock items returned will be refunded by way of credit notes which can be allocated to future orders. We always aim to have the credit note through to our customer no later than one week once we have received the return. If credit is not used within 24 months from the date of issue it shall lapse. All return of good stock shall be subject to a 25% restocking charge with no exceptions.
Faulty / Defective Products: Where we are satisfied, acting reasonably, that your warranty claim is valid, and any follow up queries have been addressed, then our sole remedy shall be either for: (a) repair or replacement of the rejected Products; or (b) if the Product is no longer available or cannot be repaired, replacement of the Products with the nearest equivalent at that time.
We shall not pay or take responsibility for removal of defective Products or the installation of replacement Products.
For all returns enquires please email email@example.com or phone +44 (0) 28 3005 1125.
You can also contact our technical / spares department by emailing firstname.lastname@example.org or +44 (0) 28 3025 6392. Many returns can be prevented where spare parts being issued to resolve the problem. We carry good stock of spares for many of our Products. We will endeavour to send any applicable spare parts within 48 hours to resolve the issue for you.