Return Policy

We know that you will be pleased with your purchases from Positivehands.co.uk. However, there may be occasions when you will need to return products to us. There is a standard handling and re stocking fee of 15% however if items are faulty or damged in transit then this charge does not apply. Please note do not send products back to us at our head office address.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 7 working days. If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items will be picked back up from a seperate driver as this will have to be booked in again. Once received back into our suppliers warehouse, we'll issue a replacement to you at no extra cost.

Items Faulty on Arrival

If your items are faulty on arrival, you have 14 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Open-Box Items (Used)

Please note that our open-box (used) stock is sold with 30 calendar days warranty only, and therefore any claims under the warranty after 30 days of receipt will not be accepted.

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 days of receipt. The item must not be used and must be 'as new' when we collect this. Once you've informed us that you wish to return goods under the DSR, you have 14 days to do so. Once the item is received at Positivehands.co.uk, we'll issue a full refund for the product to your original payment method.