Six weeks to return. Full refund. No restocking fees. Trade and retail alike.
We want you to buy with confidence. If something isn’t right, our returns promise below goes further than the law requires — and nothing in this policy affects your statutory rights.
Our returns promise
You can return any standard stocked item within six weeks (42 days) of receiving it, for any reason. This applies to every customer — trade and business buyers get exactly the same rights as retail customers.
Return the goods in the condition in which we supplied them (unused, and in their original packaging where they came packaged) and we will refund the full price of the goods — 100%, with no restocking fee, no handling fee, no deductions. Some suppliers charge restocking fees; we don’t. Refunds go back to your original payment method within 14 days of the goods reaching us.
You arrange and pay for the return carriage (or drop the goods back to our Leicester trade counter free of charge). If you cancel within 14 days of delivery we will also refund our standard outbound delivery charge, as the law provides; after that, the refund covers the goods.
How to return
- Tell us first — email sales@alphaair.co.uk, call 0116 246 0031, or write to us — so we know it’s coming.
- Send to: Returns, Alpha Air Ventilation Supplies Ltd, 72 Cannock Street, Thurmaston, Leicester LE4 9HR. Pack securely and keep proof of postage.
- Or bring it back to our trade counter at the same address (Mon–Fri 08:00–17:00).
Made-to-order items
The six-week promise doesn’t extend to goods made to your specification — custom-size grilles, louvres and dampers, made-to-length linear slot diffusers, bespoke rectangular ducting and fittings, plenum boxes made to your dimensions, and items in a non-standard (RAL) colour you selected. These are manufactured for you and can’t go back on a shelf, so please double-check dimensions before ordering — and if you’re unsure, call us on 0116 246 0031 before you buy and we’ll help you check. If a made-to-order item arrives and something has gone wrong, still call us: we’ll always try to find a way to help.
Powder-coated items are made to order and non-returnable. Any item we powder coat is finished specifically for your order in the colour selected at the time of ordering (including our standard RAL 9010 white, where coating is applied to order). Powder-coated goods are accordingly goods made to your specification within the meaning of regulation 28(1)(b) of the Consumer Contracts Regulations 2013, and neither the statutory cancellation right nor our six-week returns promise applies to them. You are told this before you buy — it is stated here, in our Terms and Conditions, on the product page, and alongside the colour selection itself.
If a made-to-order item is faulty or not as described, the exclusion doesn’t apply — your full rights below stand.
Faulty, damaged or incorrect goods
If anything is faulty, damaged in transit, not as described, or simply not what you ordered, we will put it right — repair, replacement or refund, including the return carriage. Under the Consumer Rights Act 2015, consumers may reject faulty goods for a full refund within 30 days, with further remedies after that; we extend the same treatment to business customers.
Please look over your order on delivery and tell us about any damage or shortage as soon as you can — ideally within 48 hours, because that’s the window in which we can claim against the courier. Telling us later does not affect your rights; it just means we absorb the courier claim.
Your legal rights
For consumers, the Consumer Contracts Regulations 2013 provide a statutory right to cancel within 14 days of receiving your goods, with a further 14 days to send them back — our six-week promise sits on top of this, it never replaces it. To exercise the statutory right you can simply contact us as above, or use the model cancellation form below. Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract this way.)
To: Alpha Air Ventilation Supplies Ltd, 72 Cannock Street, Thurmaston, Leicester LE4 9HR (sales@alphaair.co.uk)
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods: ______
Ordered on [*] / received on [*]: ______
Name of consumer(s): ______
Address of consumer(s): ______
Signature (only if this form is notified on paper): ______
Date: ______[*] Delete as appropriate.