Refund policy

Returns & Refund Policy

Last updated: June 2026

We want you to be completely satisfied with your purchase from Questrom Ltd. If you are not happy with your order, please read our returns policy below.

Your Right to Cancel (Consumer Contracts Regulations 2013)

If you are a consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. To exercise this right, you must notify us in writing within the 14-day cancellation period by emailing sales@questorm.co.uk.

Once you have notified us, you must return the goods to us within 14 days. The cost of returning goods is the responsibility of the customer unless the item is faulty or incorrectly sent.

Conditions for Returns

To be eligible for a return, items must be:

  • Unused and in their original, resaleable condition
  • In the original packaging with all accessories and documentation
  • Returned within 14 days of notifying us of your intention to return

We reserve the right to refuse a return or charge a restocking fee if items are returned in a condition that is not as described above.

Non-Returnable Items

The following items cannot be returned unless faulty:

  • Items that have been used, assembled, or installed
  • Custom or made-to-order items
  • Items where the original packaging has been disposed of
  • Perishable goods or items that deteriorate rapidly

Faulty or Damaged Items

If your item arrives damaged or develops a fault, please contact us as soon as possible:

  • Damaged on arrival: Report within 48 hours of receipt with photographic evidence to sales@questorm.co.uk
  • Faulty manufacturing: Report within 30 days of receipt to sales@questorm.co.uk
  • Product never arrived: Contact us at sales@questorm.co.uk if your order has not arrived within the expected timeframe

For faulty or damaged items, we will offer a repair, replacement, or full refund including return postage costs.

How to Start a Return

  1. Email us at sales@questorm.co.uk with your order number and reason for return
  2. We will respond within 2 working days with return instructions
  3. Pack the item securely and send it to the return address provided
  4. Once we receive and inspect the goods, we will process your refund or exchange

Refunds

Approved refunds will be processed to your original payment method within 14 days of us receiving the returned goods. You will receive an email confirmation when your refund has been issued. Please allow 3 to 5 working days for the funds to appear in your account depending on your bank.

Exchanges

If you would like to exchange an item, please contact us at sales@questorm.co.uk within 14 days of receipt. Exchanges are subject to stock availability. Return postage for exchanges is the customer's responsibility.

Contact Us

For all returns, refunds, and warranty queries:
Email: sales@questorm.co.uk
Phone: 01744 520110
Monday to Friday, 9am to 5pm

Your statutory rights as a consumer are not affected by this policy.