Returns & Refunds
Our returns policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it (i.e. perfect saleable condition). It must also be in the original, undamaged packaging and in the original quantity as specified in the product description.
To arrange a refund, please Contact Us.
Once the return has been arranged with our Customer Care team, please return your product(s), you should post your product(s) to:
Springboard Supplies Ltd
Unit 3 Glen Trading Estate
Please ensure the order number is clearly marked in the package so the return is allocated to the correct account.
Note: items must be unused, unopened and in the original packaging to be eligible for a credit/refund. Items must be securely packaged to ensure they received in the same condition in which they were received. We recommend using a tracked delivery service and retaining the proof of postage.
Once your returned item is received, we will inspect the product and consider the overall condition of the goods being returned. When making a refund, we reserve the right to withhold a percentage of the refund value of returned goods if they are not in suitable condition for resale at the original price. We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original payment method, or a credit note will be raised for Payment on Invoice. We will make every effort to process refunds as quickly as possible but refunds may take up to 5 working days. No liability is accepted by Springboard Supplies for any cost or charges incurred which may arise due to a delay in processing a refund.
Over 99% of our orders are received in excellent condition however sometimes goods can be damaged in transit. If you receive goods in a defective condition, please contact our Customer Services team and we will be happy to arrange a replacement. Please note - claims for damaged items must be reported in writing within 5 days of receipt of goods. Claims made after this period can not be accepted.
Direct Delivery Items
To arrange the return of a 'Direct Delivery' item, please contact our Customer Care Team who will advise if there are any return charges or re-stocking fees imposed by the manufacturer. Once accepted, we will arrange for the manufacturer to collect the item at a day/time which is convenient. Goods must be unused and returned in the original packaging to be eligible for a credit/refund. Once the item is received back to our supplier and we are notified, a credit/refund will be issued within 5 working days.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund due to a defective item, the cost of return shipping will be deducted from your refund. We will not be liable for any carriage or costs incurred in returning goods unless they are defective or have been sent in error.
If you are shipping item(s) over £50, you should consider using a trackable postage service or purchasing postage insurance. We don’t guarantee that we will receive your returned item.