Return & Refund Policy
We hope that you are fully satisfied with your purchase, however should you wish to return anything purchased from us, we are happy to provide a refund for goods returned within 14 days of your delivery date and in a fully resalable condition.
Your right to return products does not apply to goods that fall into the below categories:
- Goods specially imported for your order.
- Goods specially manufactured for your order.
- Goods specially ordered in bulk for your order.
Goods that have been ordered incorrectly by the customer Returns should be made within a reasonable time (usually 14 days) and in original, undamaged packaging.
If we find that the product has not been returned to us in fully resalable condition or within the allocated time we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
Returns will only be refunded or a credit applied to your credit account after we have received the goods and they meet the above criteria. Please ensure when you are returning goods via Royal Mail or Courier that a copy of your invoice/receipt is enclosed with the goods. We cannot apply any refund or credit without a copy of your invoice/receipt or proof of delivery.
Please note delivery charges are non-refundable unless the goods being returned have been sent to you in error from us.
We hope that you are fully satisfied with your purchase. Should you need to return anything, this policy sets out the conditions and process that apply. If you have any questions, please contact our office on 0113 242 9378 or email info@stocks.co.uk.
1. Standard Returns
If you wish to return an item that was correctly supplied, we are happy to offer a refund provided the following conditions are all met:
• Notification: You must notify us of your intention to return the item within 14 days of the delivery date.
• Condition: The item must be returned unused, in fully resalable condition, and in its original, undamaged packaging.
• Return timescale: Goods must be physically returned to us within 14 days of notifying us.
Returns that do not meet all of the above criteria may be refused, or may be subject to a deduction of up to 20% from the original purchase price to reflect any reduction in resalable value.
2. Items Not Eligible for Return
The following items are not eligible for return or refund unless they have been confirmed as faulty or sent to you in error:
• Goods specially imported for your order.
• Goods specially manufactured or customised for your order.
• Goods specially ordered in bulk to fulfil your request.
• Items ordered incorrectly by the customer.
If you are unsure whether an item you wish to return falls into one of these categories, please contact our office before proceeding.
3. Damaged, Faulty, or Incorrect Goods
If you receive goods that are damaged, faulty, or not what you ordered, please notify us in writing within 48 hours of delivery. Reports made after this window may be more difficult to investigate and cannot be guaranteed to result in a remedy.
To report an issue, please email info@stocks.co.uk and include the following:
• Your order number and date of purchase.
• A clear description of the issue.
• Photographs of the damage or fault, where applicable.
• Photographs of the packaging, particularly if damage in transit is suspected.
We will investigate the matter promptly and advise on the appropriate next steps. Where a fault or error on our part is confirmed, we will arrange collection or cover the cost of return carriage, and will offer a replacement, repair, or refund as appropriate.
Please retain all original packaging until the matter is fully resolved, as this may be required for a carrier claim.
4. Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If goods are found to be faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund depending on the circumstances and the time elapsed since purchase.
• Within 30 days of purchase: you have the right to a full refund if goods are faulty, not as described, or not fit for purpose.
• Between 30 days and 6 months: we are entitled to attempt a repair or replacement first. If this is unsuccessful, you are entitled to a refund.
• After 6 months: you may still have rights, but you would need to demonstrate that the fault was present at the time of purchase.
For business-to-business transactions, different terms may apply. Please refer to your account terms or contact our office for further information.
5. How to Return an Item
To initiate a return, please follow these steps:
• Step 1 – Contact us: Notify our office by telephone (0113 242 9378) or email (info@stocks.co.uk) within the applicable notification window, stating your order number and reason for return. We will confirm whether the return is accepted and provide any further instructions.
• Step 2 – Package the goods: Ensure the item is securely packaged in its original, undamaged packaging. Include a copy of your invoice or receipt inside the parcel. We cannot process a refund or credit without this.
• Step 3 – Ship the return: Unless we have arranged collection, send the goods via a reputable courier or Royal Mail service with appropriate insurance and tracked proof of delivery. Goods remain your responsibility until received and signed for by us.
• Step 4 – Await confirmation: Once we have received and inspected the returned goods, we will contact you to confirm whether the return has been accepted and advise on the refund or credit timeline.
6. Refunds & Credits
Refunds or credits will be processed only after the returned goods have been received by us, inspected, and confirmed to meet the applicable conditions.
• Refunds will be issued via the original payment method wherever possible.
• Where a customer credit account is in place, a credit note may be applied to the account instead, by agreement.
• Please allow up to 10 working days for a refund to appear in your account once confirmed, depending on your payment provider.
If a deduction is to be applied due to the condition of returned goods, we will notify you of the amount before processing the refund.
7. Delivery Charges
Original delivery charges are non-refundable, except in the following circumstances:
• The goods were supplied in error by us.
• The goods were delivered in a damaged or faulty condition.
Where goods are being returned at the customer's request for reasons other than fault or error, the cost of return carriage is the customer's responsibility unless otherwise agreed in writing.
8. Machinery & Large Equipment
Returns of machinery and large equipment are subject to the same general conditions above, but given the nature of these products, additional considerations apply:
• Machinery must not have been installed, used, or modified in any way for a standard return to be considered.
• Where machinery has been delivered with installation and training included, the cost of these services is non-refundable once delivered.
• Any machinery returned must be suitably crated or palletised for transit. We reserve the right to arrange collection and to charge carriage accordingly.
• Bespoke or specially imported machinery is non-returnable except in the case of a confirmed manufacturing fault.
For queries specific to machinery returns, please contact our office directly so we can discuss the options available to you.
9. Order Cancellations
If you wish to cancel an order before it has been dispatched, please contact our office as soon as possible. We will do our best to accommodate cancellation requests, but cannot guarantee this once an order has been processed for dispatch.
For orders involving specially imported, manufactured, or bulk-ordered goods, cancellation may not be possible once the order has been confirmed with the supplier. Any costs incurred by Stocks Sewing Machines Ltd as a result of a cancellation at this stage may be passed on to the customer.
If you cancel an order after dispatch, the standard returns procedure applies and the cost of return carriage will be your responsibility.
Contact
If you have any questions about this policy, or wish to discuss a return, please contact us:
Stocks Sewing Machines Ltd
Telephone: 0113 242 9378
Email: info@stocks.co.uk
Opening hours: Monday–Thursday 8:30am–5:00pm | Friday 8:30am–4:00pm
This policy was last updated May 2026. Stocks Sewing Machines Ltd reserves the right to amend this policy at any time. The current version will always be available on our website.