9.00am – 4.30pm Monday to Friday - Service/Parts

Refund and Returns Policy

Our returns policy

We understand that sometimes you may change your mind. That’s why you have 28 days to return any unwanted items to us. Any returned items must be in perfect condition not used and in the original packaging. 

If you return your items within the 28-day period, we’ll process a full refund back to your original payment method.

You must however notify us within 14 days of receiving your order and then return the item within another 14days.

All items will be inspected before a refund is applied.

You (the customer) are responsible for all postage costs for products returned. Midlands Nautique will not accept responsibility for loss or damage of goods during transit, please ensure that the insurance cover option is taken where possible when returning items back to us.

Please ensure you state your original invoice number or the online order number you received when ordering online. Without it, your refund could be delayed.

Clearly state the product, quantity, and reason for return inside the return packaging.

Please retain proof of postage until we have confirmed your refund. We recommend that you select a suitable postage method that insures you for the value of the item(s) being returned.

Upon receipt, all products will be inspected and at our discretion, credit may be refused.

Please return your order to: Midlands Nautique Ltd, Unit 2 Walsall Road, Norton Canes, Cannock, WS11 9TA.

 

If there is important information missing from a delivery address, such as house number or post code, we may be able to pass this information to the courier prior to them delivering your parcel.

 

 

I have received a faulty, damaged, or incorrect item. What should I do?

We’re sorry to hear this.

If you’ve received a faulty, damaged, broken, or incorrect item then please contact us on 01543 897180.

 

Late Returns

If your items are returned to us outside of the 28-day period, then we’ll issue you with Midlands Nautique credit instead of a refund to your original payment method. 

The 28 days will start from the day after the items were delivered to your home address. Or, if delivered to us at Midlands Nautique, the 28 days starts from the day after the items were collected. 

 

Exceptions to the Returns Policy

We understand that sometimes you may change your mind and need to return items. However, the following exceptions apply to our returns policy.

No refunds or exchanges can be given on items made to your specification. Made to measure items including covers, or on either unsealed gel including sample pots, unless there is a manufacturing defect, or the goods are not as ordered.

Gift cards/ credit cannot be returned or exchanged for cash.

Returned items which are not in a new or unused condition will not be credited to your account or refunded. This does not affect your right to return faulty items. 

If you return an item outside of the 28-day period stated above, you’ll be refunded with Midlands Nautique credit.

If an item is faulty 6 months or longer after receiving, you must prove this item was faulty when first received. This will then be booked in for repair or exchanged with a replacement.

Once your order has been received and entered the delivery process, we are unable to cancel your order. You can refuse delivery of the product, or you can accept delivery and then arrange for you return. However, shipping costs will not be refunded or credited. The amount refunded or credited will be for the cost of the part returned. Unless the part is faulty then the cost will be credited.

All orders that require direct shipping from the U.S.A will be exempt from returning however you can request a quote from us to ship back to the manufacturers. This cost will be invoiced to you.

Products with electrical wiring such as breaker less ignition kits are exempt from returns. These must be fitted by a fully trained PCM technician.

 

Warranties and Guarantees

If you are still covered under Warranty for parts, please contact us and we will check this. We will then complete the process for returning and ordering the parts you are requesting. Please note, we may need photographic evidence of the part/ parts or need them returning to send back to the manufacturer. Please do not discard any parts until the warranty process is complete.

 

Proof of purchase

We may ask for proof that you bought the item from us. This could be a sales receipt or other evidence such as a bank statement, Invoice, online order confirmation, emails, or packaging.

 

Please contact us if you have any queries regarding your returns –

 

Midlands Nautique Ltd

Unit 2 Walsalll Road

Norton Canes

Cannock

WS11 9TA

 

Contact Phone : 01543 897180