Refund policy
1. Overview
This policy explains how returns, refunds and exchanges work for orders placed with LHS Site Supplies ("LHS", "we", "us"), whether ordered online, by phone, by email or by quotation. LHS supplies personal protective equipment (PPE) and site safety products, primarily to businesses. Please read this policy alongside our Terms and Conditions.
If you are buying as a consumer rather than for business use, nothing in this policy affects your statutory rights.
2. Returning an unwanted item
If an item is not right for you, you can request a return within 30 days of delivery, as long as the item is:
- unused, unworn and in fully resaleable condition
- in its original packaging with all labels, tags and certification documents intact
- not listed as non-returnable in section 4.
Please do not remove tags, wash, alter or wear an item you intend to return, as this makes it non-resaleable.
3. Faulty, damaged or incorrect items
Please check your order on delivery. If anything arrives faulty, damaged, short-shipped or not as described, contact us within 7 days of delivery and we will put it right with a replacement, repair or full refund, including any delivery costs you paid.
For faults that appear later, business customers are covered by the implied terms of the Sale of Goods Act 1979, which require goods to be of satisfactory quality, fit for purpose and as described. Customers buying as consumers keep their full rights under the Consumer Rights Act 2015.
We may ask for photographs, or for the item to be returned, so we can inspect it before issuing a replacement or refund.
4. Items we cannot accept back
For safety, hygiene and legal reasons, the following cannot be returned unless they are faulty:
- PPE that has been worn or used, or where sealed or hygiene packaging has been opened
- items made or personalised to order, including printed, embroidered or badged workwear
- special-order or non-stock items sourced specifically for you
- items returned without their original packaging, labels or certification documents
- items returned after the return window has closed.
This does not affect your rights if an item is faulty or not as described.
5. How to start a return
Email michael@lhssitesupplies.co.uk with your order number, the item you want to return and the reason. We will send return instructions and a returns reference. Please do not send items back before contacting us, as we may be unable to process unidentified returns.
6. Return delivery costs
- For faulty, damaged or incorrect items, LHS covers the cost of return.
- For unwanted items, you are responsible for return delivery. We recommend a tracked service, as items remain your responsibility until they reach us.
7. Refunds
Once we receive and inspect your return, we will confirm the outcome. Approved refunds are issued to the original payment method or account within 14 days. Original delivery charges are refunded only where the item was faulty, damaged or incorrect.
8. Exchanges
If you need a different size, colour or specification, the quickest route is to return the unwanted item under this policy and place a new order. If you would like sizing or specification advice before you buy, contact us and we will help.
9. Cancelling an order
If your order has not yet been dispatched, contact us as soon as possible and we will cancel and refund it in full. Once an order has been dispatched, or has entered production for made-to-order items, the returns process above applies.
10. Contact
LHS Site Supplies: michael@lhssitesupplies.co.uk