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Delivery, Returns and Refunds

To all of our valued customers,

We are slowly and carefully re-opening our business through home-working arrangements and limited part-time on-site staff. We’d like to take the opportunity to thank all of our staff who continue to be incredibly supportive of AlloyGator and we would also like to let customers know that we do appreciate their loyal support.

Our online business remains fully open, and our phone lines are open Monday – Friday between 9am and 5pm. Our dispatch has increased to twice weekly, on Tuesdays (cut off for orders 2.30pm) and Fridays (cut off for orders 12.30pm) with all orders over the value of £50 being sent Free DPD Next Working Day delivery.

We made the decision on Friday 20th March to temporarily withdraw the 5 Star Fitting service in the interest of Public Health however we are now contacting all of our partners to confirm that they are operating in a safe manner and are able to re-commence this service. As soon as we have established that safe working practices are in place, we will re-launch this service.

If you have bought something from us that needs to be returned, please hold on to your item with the order confirmation until we fully reopen. We will honour any late returns within 14 days from the point at which we reopen.

Our Customer Service team will be on hand to answer any urgent questions via phone, web chat or email and you may find our online dedicated FAQs informative, or you can find us on Instagram  and Facebook where we will be sharing any updates.

In line with Government advice, we are slowly working towards normal trading however the safety of our staff and customers remains our highest priority.

 

If you are not entirely satisfied with your purchase, we are here to help. Should you wish to cancel an order simply contact our customer care team at [email protected] with your order number, name and address and we will refund the cost of the order and the original delivery charge. If the goods have already been dispatched, you will need to return them to us at your own cost prior to receiving any refund.

You can return products for a full refund if you return the item(s) to us within 21 days of receipt. Provided you return the full order, we will refund the original delivery charge paid. You will have to return the item(s) at your own cost (please see further advice on faulty or damaged goods).

Returned products must be in their original packaging, with instructions and all parts included, in a fully resalable condition. Items must not have been used or assembled in any way. AlloyGator™ reserves the right to refuse a refund on any item not deemed to be resalable or if any of the above terms have been breached.

Please include a Returns Form in the parcel you are returning which can be downloaded here. Without a completed Returns Form, we may not be able to process your refund.

The refund will appear on your statement within 14 days of the goods being received by our warehouse.

Please note: the parcel and its contents are your responsibility until they are received at our warehouse. We therefore recommend that you use a registered postal service and retain proof of postage. AlloyGator™ is not responsible for returned goods being lost or damaged in transit. Please ensure the product(s) is well packaged to avoid any damage during transport to our warehouse, and to ensure the product arrives at our warehouse in a resalable condition.

International returns please note: If you are returning goods to us from outside the EU you must complete a customs declaration correctly, indicating that the package contains “returned goods” or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive our own goods.

Returns Policy Returns Form

How do I return an item?

If you would like to return a product, simply follow the steps below within 21 days of receipt:

Please complete a Returns Form which can be downloaded by clicking on this link, indicating the item(s) you are returning and your reason for return. Please ensure you include the form within the parcel – without it, we may not be able to process your return.

Use the original packaging to repack your returns, ensuring that the product is packed well enough to avoid any damage during transport to our warehouse. The product must arrive at our warehouse in a resalable condition.

Re-seal the parcel and take it to the Post Office within 21 days of receipt.

The address for returns is:
AlloyGator™ Limited
Returns Department
61 Heming Road
Washford Industrial Estate
Redditch
Worcestershire
B98 0EA

Remember to obtain a Certificate of Posting from the Post Office. This is your proof of posting if your parcel goes astray. We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID.

We will refund the card that you used to purchase your goods. The refund will appear on your statement within 14 days of the goods being received by our warehouse.

If your item was faulty or damaged on arrival, please contact our Customer Care team at [email protected] within 48 hours of receipt and we will arrange to collect the item, and organise a replacement where possible.

I have received a faulty or damaged item, what do I do?

We want all of our customers to receive goods of the highest quality, so if your product is faulty or damaged on arrival, please contact our Customer Care team with details of the issue within 48 hours of receipt. We will arrange to collect the item from you and, wherever possible, endeavour to organise a replacement item for you, subject to stock availability. All collections are made Monday to Friday, between 9am and 5pm.

I have received an incorrect item, what do I do?

Every so often mistakes are made, but we do our best to resolve them as quickly as possible. If you have received an incorrect item, please contact our Customer Care team and we will organise a free collection service to pick up the incorrect item. Wherever possible, we will endeavour to organise a replacement item for you subject to stock availability.

Can I return an item for a replacement?

If you receive an incorrect item, we will endeavour to send you a replacement, subject to availability. If this is not possible, we will refund you, crediting the cost of the item and delivery to your payment card.

The refund will appear on your payment card statement within 14 days of the goods being received into our warehouse.

What is the AlloyGator returns address?

The address for returns is:
AlloyGator™ Limited
Returns Department
61 Heming Road
Washford Industrial Estate
Redditch
Worcestershire
B98 0EA

How quickly are orders delivered?

We dispatch all orders within three working days from the date of order via your chosen delivery method. Next Day delivery requests received before 1.30pm will be despatched on the same day.

How are total shipping costs calculated?

Shipping costs are directly related to the weight of the package. In addition, shipping costs include an amount to cover packing materials and any special handling considerations that may be required to ship the package.

Do you send packages COD (Cash On Delivery)?

AlloyGator™ Ltd does not accept COD orders. All orders must be pre-paid.

How can I track the status of my order/shipment?

If you selected and paid for Next Day Delivery, you should have received an email containing your tracking information. Standard Delivery can take up to ten days to arrive; if you have been waiting longer than this then please contact us using our on-line contact form.

I placed my order last week, why haven't I received it?

We dispatch all orders within three working days from the date of order when Standard Delivery is selected. If your order has been placed with us for more than ten days and you have not received the product please contact us via our online contact form. If you selected and paid for Next Day Delivery and you have not received your parcel then please refer to the tracking details which should have been emailed to you. Alternatively contact us using our contact form and we will be happy to contact our courier on your behalf.

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