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Refund policy

STACK INDUSTRIAL LTD – RETURNS & REFUND POLICY

OVERVIEW

We want you to be confident in your purchase from Stack Industrial. However, due to the size, cost and logistics involved in transporting industrial products, returns are subject to the conditions below.

This policy sets out your rights and our approach to returns, refunds and exchanges.

1. YOUR RIGHT TO CANCEL (CONSUMERS ONLY)

If you are purchasing as a consumer (not in the course of business), you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

To exercise this right:

  • You must notify us within 14 days of delivery
  • Goods must be returned within 14 days of cancellation
  • Items must be unused, unassembled, and in original packaging

Important:

  • You are responsible for return shipping costs
  • We will refund the product cost (and standard delivery where applicable), but not enhanced delivery options

2. BUSINESS & TRADE CUSTOMERS

If you are purchasing for business use, statutory consumer cancellation rights do not apply.

However, we understand that orders sometimes need to change.

For standard stocked products, we will generally accept returns from business customers provided that:

  • the return is requested within 14 days of delivery
  • the goods are unused, undamaged, and in fully resaleable condition
  • the goods are returned in their original packaging where possible
  • the customer covers the cost of return transport

Please contact our team before returning any items so we can arrange the appropriate return process.

For bespoke, manufactured-to-order, or large-volume commercial orders, returns may not be possible, or a restocking charge may apply where costs have already been incurred.

3. CHANGE OF MIND RETURNS

We may accept returns where you have simply changed your mind, subject to:

  • Request made within 14 days of delivery
  • Goods are:
    • Unused
    • Unassembled
    • In original packaging
    • In fully resaleable condition

If accepted:

  • Return shipping is your responsibility
  • A restocking fee may apply
  • Original shipping costs are non-refundable

4. NON-RETURNABLE ITEMS

We do not accept returns for:

  • Used or damaged items (unless faulty)
  • Goods not in original packaging
  • Custom, made-to-order, or bespoke products
  • Items that cannot be resold for hygiene or safety reasons

5. DAMAGED, FAULTY OR INCORRECT GOODS

If your order arrives damaged, faulty or incorrect:

  • You must notify us within 48 hours of delivery
  • Provide photographic evidence

We will:

  • Replace the item, or
  • Offer a repair, or
  • Issue a refund where appropriate

We will cover all reasonable costs in these cases.

Your statutory rights under the Consumer Rights Act 2015 are not affected.

6. RETURN PROCESS

All returns must be authorised before being sent back.

To request a return:

We will confirm:

  • Whether the return is approved
  • Return instructions
  • Any applicable fees

Unauthorised returns may be refused.

7. SHIPPING & COLLECTION COSTS

Returns involving pallet or bulk goods can be expensive.

Unless the return is due to our error:

  • You are responsible for return shipping
  • We can arrange collection, but the cost will be deducted from your refund

If a delivery fails due to:

  • Access issues
  • Customer not available
  • Incorrect address

Additional charges may apply.

8. REFUNDS

Once a return is received and inspected:

  • Refunds are processed within 5–10 working days
  • Refunds will be issued to the original payment method

Deductions may be made for:

  • Damage or use
  • Missing packaging
  • Collection costs
  • Restocking fees

9. EXCHANGES

We do not offer direct exchanges.

If you require a different product:

  • Place a new order
  • Request a return for the original item (subject to approval)

10. OUR APPROACH (IMPORTANT)

We aim to be fair and reasonable in all cases.

However, due to the nature of industrial products:

  • Transport is costly
  • Handling impacts resale value
  • Returned goods often cannot be resold as new

For this reason, we encourage customers to:

  • Check specifications carefully
  • Contact us before ordering if unsure