Returns Policy

This page explains how to return an order to Safety Products Direct. There are two policies below. The first applies if you are buying as a private individual, the second if you are buying for a business. Your statutory rights are not affected.

Whichever applies, please contact us before sending anything back so we can authorise the return and give you the correct address. Call 01480 570001 or email info@safetyproductsdirect.co.uk.

If you are buying as a consumer

This section applies if you are buying as a private individual rather than for a business.

Cancelling your order

You have 14 days from the day you receive your goods to tell us you want to cancel. You then have a further 14 days to return them to us. You do not need to give a reason.

What we refund

We refund the price of the goods plus the standard delivery charge you paid to have them sent out. If you chose a faster or upgraded delivery service, we refund the cost of our standard service rather than the premium you paid.

There is no restocking charge on consumer returns.

Refunds are processed within 3 working days of the goods reaching us and go back to the payment method you used.

Return carriage

You are responsible for the cost of returning the goods to us. Please note that many of our products are long, heavy or palletised, so return carriage can be expensive. If you would like us to arrange collection we can quote for it and deduct the cost from your refund.

Condition of the goods

Goods must come back unused and in their original packaging. Some items are packed in special packaging to protect them in transit, and we cannot be responsible for goods that reach us damaged because they were not returned in that packaging. You can handle the goods as you would in a shop to check them, but if their value is reduced by handling beyond that, we may reduce your refund accordingly.

Items that cannot be cancelled

The right to cancel does not apply to goods that are made to your specification or cut to size. Most of our stair nosings, tread covers, landing covers and sheets can be cut to your measurements, and once they have been cut for you they cannot be returned. If you are not sure whether the size you want counts as a cut size, please ask us before you order.

If you are buying as a business

This section applies to trade and business customers. The statutory cancellation rights above apply to consumers only.

  • Please tell us within 14 days of delivery if you want to return an item, and return it within 14 days of our authorisation.
  • Returns are subject to a restocking charge of 20% of the value of the goods.
  • Delivery charges are not refunded, and you are responsible for the cost of returning the goods to us.
  • Goods must be unused and in their original, complete packaging.
  • Goods that have been cut to size or made to order cannot be returned.
  • Goods received without our authorisation, or outside the agreed period, will be returned to sender.

Faulty, damaged or wrongly supplied goods

This applies to consumers and businesses alike. If an item arrives faulty, damaged or is not what you ordered, tell us as soon as you can and we will put it right at no cost to you.

  • We will arrange collection or cover the cost of returning the item.
  • Goods are inspected within 2 to 3 working days of reaching us.
  • Where the fault is ours you will receive a full refund, including delivery charges, or a replacement if you prefer.
  • If goods are found not to be faulty, or the fault is caused by misuse or incorrect installation, we will not be able to offer a refund.
  • Please keep the original packaging, as damaged goods need to be returned in it.

If something is damaged on delivery, please sign for it as damaged where you can, as it makes the claim with the carrier much easier.

How to start a return

  1. Contact us on 01480 570001 or at info@safetyproductsdirect.co.uk with your order number and what you would like to return.
  2. We will confirm whether the item can be returned and give you the return address.
  3. Pack the goods in their original packaging and send them back, or ask us to quote for collection.
  4. We will inspect the goods and process your refund within 3 working days.

Safety Products Direct, Unit 2, Harradines Estate, Short Drove, Earith, Cambridgeshire, PE28 3QT.

Last updated 23 September 2026.