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RETURNS POLICY - Consumer Rights Directive

In the United Kingdom the Consumer Rights Directive (CRD) gives a customer the right to cancel up to 14 calendar days from the date of delivery. To exercise the right to cancel, you must inform us of your decision to cancel your order by a clear statement in a 'durable medium' (eg email, letter or fax) within the 14 calendar day period, in this case the original standard delivery cost will be refunded but not the cost of return. The cost of enhanced delivery services or shipping outside of the UK is not eligible for refund.

If you wish to exercise your right of cancellation you are obliged to take reasonable care of the products while in your possession.   

You must return the goods to us, at Connevans Limited, Bridge House, 1 Nutfield Road, Merstham, Surrey RH1 3EB, UK, without undue delay and in any event not later than 14 days from the day on which you communicate your order cancellation to us. You will have to bear the cost of returning the goods. When you return any products to us, we will not be responsible for any loss or damage to them in transit.

We may make a deduction from the refund for loss in value of any goods supplied if the loss is the result of unnecessary handling from you other than what is necessary to establish the nature, characteristics and functioning of the goods.

We will make the refund without undue delay, and not later than 14 days from when we receive the returned goods. We will make the refund using the same means of payment as you used for the initial payment.


To give you further peace of mind, orders from Connevans Limited are placed with the extended assurance that if you find an item unsuitable and return it to us outside the CRD 14 day statutory period but within 30 days of invoice, we will be pleased to refund the cost of the product - providing it is returned to us in resaleable condition with proof of purchase and a completed returns form. Certain items are excluded for hygiene reasons as noted on the product page.

Our definition of resaleable condition includes being returned with the original product packaging and in a tidy and clean condition. The original delivery charge will not be refunded - the cost of returning a product is the responsibility of the customer unless it was received faulty or damaged.

We do not offer a loan or trial service and our offer of refund does not apply if you have used the product other than to assess whether it is satisfactory. We reserve the right to make a repackaging charge or refuse a refund if the product is not returned to us in a tidy and clean condition.

Items not covered by our extended 30 day return policy: items ordered by special request, products excluded for hygiene reasons as noted on the product page and goods ordered against our advice.

We try our best to process returns within a week of receipt.

Please note that we will make a standard UK £18 (£15 ex VAT) administration charge to cover the processing and cost of returning items to you, if sent to us outside our 30 day returns period.

Returning products for refund

We hope that you will find purchasing from Connevans a good experience.

We do know that some people return products because they have not understood how they operate. Our customer services team are very knowleadgable about the products we sell, so do please contact us should you have any doubts about how your product should operate - it would be a great shame for you to have to return a product just becuase it has not been set up correctly.

Prior to returning an item, please contact our Returns Department (contact details bottom left) to explain why your goods are being returned and to be given a Returns Authorisation Number (RAN).

Returned goods will only be accepted with proof of purchase from Connevans Limited, a returns authorisation number and a completed Connevans Returns form.

We ask for all items to be returned in an ‘as new’ condition.

Responsibility for loss or damage

Connevans naturally accept no responsibility for loss of or damage to a customer’s parcel until it has been safely received at our factory. Customers are advised to return equipment adequately packed and covered by appropriate insurance. Packing material is available for purchase if required.

As we say to customers on the telephone. "However you decide to return your equipment please remember that the equipment is at your insurance risk until safely received by Connevans."

Suggested model text for exercising the right to cancel an order within 14 calendar days

To Connevans Limited, Bridge House, 1 Nutfield Road, Merstham, Surrey, RH1 3EB, UK


I give notice that I request to cancel my order for the following products:

Order reference number:   (insert detail)
Customer name:  (insert detail)
Customer email address used when ordering:  (insert detail)
Customer delivery address:  (insert detail)
Date:   (insert detail)
Please note that if you have only just placed your order online, and in the evenings or weekends, please login and check what stage your order has progressed to as the option to directly cancel your order and stop payment being taken may still be available.


Connevans Limited
Bridge House
1 Nutfield Road
Merstham, Surrey, RH1 3EB
United Kingdom
Customer Service
01737 247571
01737 644016
01737 223475
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