All claims must be dealt with in writing.
Our staff are unable to process any claims for damages by telephone
Shortages & Damages
All deliveries should be accompanied by a detailed invoice. Please check deliveries to this invoice not your original web order as occasionally some items may sell out between the time of you placing the order and it being dispatched.
If goods appear on your original web order but not on the invoice received with the goods then they are out of stock and will be sent on to you as soon as they are available. We apologise for any inconvenience this may cause.
If you cannot find the invoice please contact us and we will supply a copy.
If after you have received your order and checked it to the invoice, you still believe items are not present or damaged please contact us in writing within 2 working days providing all necessary details and images (when needed) and we will try and resolve this for you. (If you do not notify us within this time we will not be able to process your claim.)
If your delivery is visibly damaged on the exterior of the box please make sure you sign for it as ‘DAMAGED’. We cannot process claims where it has been signed for without comment or as ‘UNCHECKED’.
Right to return goods
You have the right to return ordered goods within 14 days after receipt. If you return the goods within the 14-day term, this will be considered as admissible revocation of the purchase contract.
To meet the 14-day term goods must be returned in time to:Address of Vendor in here. Please provide your reason for the return as this helps us to improve our products and service.
Payments already made will be reimbursed to you within 7 working days of receipt of the returned goods.
We cannot accept returned goods without a valid returns form and number which will need to be obtained from us prior to any return. We do not reimburse carriage costs for goods being returned to us. All goods being returned may be subject to a admin and restocking fee of 15% or £5.00 (whichever is greater) of the value of goods returned.
Returned items should be new and unused, with all labels and tags intact and in their original packaging, they should include a valid purchase invoice.
Unavailable for Delivery or Refusal of Delivery
When we deliver items on a pallet someone will be required to sign for the delivery. If you are unavailable for delivery and there is no convenient or safe place for the driver to leave the goods a re-delivery fee will be charged by our courier and will be passed on to you. (this applies to pallet deliveries, and enhanced services such as Saturday and timed deliveries only)
Goods refused which are non-faulty will incur a re-stocking fee and the cost of carriage for the goods being returned to us (both delivery and return carriage costs) Carriage costs will vary depending on the weight and volume of your order, restocking fee of 15% or £5.00 (whichever is greater) of value of the goods returned.
You may download a returns form by clicking here. Authorisation must be requested from Impact before returning goods to us. Please ensure you read and fill out the form in full. Before filling out the form please read the below and carefully follow.
HOW TO MAKE A CLAIM OR RETURN GOODS
1. Check your goods against the invoice received with your goods carefully. (not to your original web order)
If there is still a problem follow step 2.
2. Email customer services [email protected] including the following
- Your name
- The name the order was placed in (if different)
- Your telephone number
- Your order number and invoice number
- Notes describing your claim details
3. Wait for our response.
If you are claiming for damages it is likely that we will ask for images of the damaged item/s these are required for our records and our couriers records where applicable.
Images will need to be emailed to the above email address, visibly showing the damaged items. When claiming for multiple damaged items we will require 1 clear image of all damaged items together and 1 of each individual item.
To Return The Goods To Us
You can use any service you would like to return items to us.
All claims must be dealt with in writing.
Our staff are unable to process any claims for damages by telephone.
If you have any other queries including questions about your order you can also email [email protected] please include your name and order number.