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Please take reasonable care of the Products while in your possession and when returning the Products, package properly and securely to prevent damage or loss in transit.
Any return postage costs are your (the customer’s) responsibility.
We ask that you obtain proof of posting from the post office. You bear the risk of loss and damage to the Products until we have received them.
Products must be returned unused and in their original packaging.
Refunds will only be given through the original payment method, where appropriate.
Products will remain your responsibility until we receive them.
On delivery, it is your responsibility to check and immediately report to Cityfire & Electrical Ltd any damage or defects to products. We will not accept liability for visible damage not reported within three days of delivery.
If you believe your products to be of an unsatisfactory quality, please contact Cityfire & Electrical Services Ltd immediately and treat the products with utmost care while your claim is being investigated.
Cityfire & Electrical Services Ltd will arrange for your product to be inspected.
On inspection, if your products are found to be defective, we will at our discretion attempt to restore the product or offer a replacement as soon as reasonably possible.
We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt as long as it is unused and in its original packaging.
We will be happy to exchange the item for a replacement or to make a refund credited to you Pay Pal account. We are not able to refund any postage charges but we will send any exchange items free of postage charges.
You have a right to cancel your order within seven working days of receiving your purchase. This seven day period begins the day after you receive the items from us. Please notify us in writing within seven working days that you wish to cancel your order and that you intend to return the item(s) and we will be happy to offer you a full refund including any delivery charge.
How do I return something?
Send your return by post and the delivery note that came with your parcel has clear instructions of how to do this. Please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.
Make sure your items are securely wrapped and send your return to:
Cityfire & Electrical Ltd, 5 Aston Cross Business Village, 50 Rocky Lane, Birmingham. B6 5RQ
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.
How long will it take to deal with my return?
Once your parcel has been received by our team it can take up to 10 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 0121 359 0714 (Monday - Friday 8.00am to 10.00pm, Saturday 9am to 5pm, Sunday 10am to 4pm) so we can investigate.