Refund & Returns Policy

This is how refunds, replacements and returns work when you buy from Blackwell and Denton FM Ltd. If anything here is unclear, call the trade counter on 01904 659066 or email chris@blackwellanddenton.com.

1. 1About this policy

   This policy explains how refunds, returns and replacements work when you buy from Blackwell and Denton FM Ltd ("the Company", "we", "us"), Unit 12 Auster Road, Clifton Moor, York YO30 4XD. It applies to purchases made through this website and works alongside our Terms & Conditions of Sale.

   For consumers buying at a distance (online or by phone), your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by anything in this policy.

2. 2Your 14-day right to cancel (distance selling)

   If you are a consumer and you bought from us at a distance, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. You then have a further 14 days to return the goods once you have told us you are cancelling.

   To cancel, email chris@blackwellanddenton.com with your order reference and the words "Cancellation" in the subject line, or write to us at our York address.

   Goods must be returned unused, undamaged, complete and in their original undamaged packaging, with any accessories, fixings and paperwork included. You are responsible for the cost of returning the goods and for their safe return; we recommend a tracked service.

   The following are excluded from the right to cancel: sealed goods which are not suitable for return once unsealed for hygiene or protection reasons; goods made or ordered specifically for you (special order / CSO items); and any spare part that has been fitted (see below).

   Once we receive the returned goods (or proof that you have posted them), we will refund the price you paid, including the standard outbound delivery charge, within 14 days. We may make a deduction from the refund for any loss in value of the goods caused by unnecessary handling.

3. 3Fitted spare parts cannot be returned

   Any spare part that has been fitted to an appliance cannot be returned for a refund or credit, because once fitted it is classed as used. This applies to all parts, including electrical components, filters, belts, hoses, seals and cosmetic parts.

   If you are unsure whether a part is correct, check with us before fitting — call the trade counter on 01904 659066 or email chris@blackwellanddenton.com with your appliance's make and full model number, and we will confirm the correct part for you.

   This does not affect your rights if a part was faulty when it reached you or develops a fault within 30 days of purchase — those situations are covered in the sections below.

4. 4Faulty or damaged on delivery

   If an item arrives faulty or damaged, this must be reported by email to chris@blackwellanddenton.com as soon as possible and in any event within 5 days of delivery, quoting your order reference. Please include photographs of the item and, where relevant, the packaging damage.

   For items damaged in transit, the reporting timescales in our Terms & Conditions of Sale also apply, so please notify us and the carrier within the timescales set out there.

   Once a fault or damage on delivery has been reported to us by email, we will arrange a replacement or, if no replacement is available, a full refund including any delivery charges. We may ask for the item to be returned to us (at our cost) or made available for collection.

   Items reported as faulty or damaged on delivery within this timescale are not treated as used, even if they have since been fitted, provided you stopped using the appliance as soon as the fault appeared.

5. 5If an item fails within 30 days of purchase

   If an item develops a fault within 30 days of purchase, a replacement will be supplied. The fault must be reported by email to chris@blackwellanddenton.com within 45 days of the date of purchase, quoting your order reference, the item, and a short description of the fault.

   We will supply a replacement part of the same specification. If the identical item is no longer available, we will offer an equivalent part or, if you prefer, a full refund.

   We may ask for the faulty item to be returned to us, or to be made available for inspection or collection, before the replacement is sent. Where the fault is confirmed, our return costs are covered by us.

   If a replacement is fitted and it too fails within the original 30-day period from purchase, report it the same way and we will replace it again or refund you in full.

6. 6Faults after 30 days

   If a fault appears more than 30 days after purchase, your rights are set by the Consumer Rights Act 2015: for consumer sales, you may be entitled to a repair or replacement, or a price reduction or refund depending on how long you have had the goods and the nature of the fault.

   Report any fault by email to chris@blackwellanddenton.com with your order reference and details of the fault, and we will advise the appropriate remedy. Some manufacturers operate their own guarantees on parts, and we will support you in making a manufacturer claim where one applies.

7. 7Special orders and items ordered in for you

   Any item marked as a special order (CSO) or ordered in from a third party specifically for you cannot be returned for refund or credit, in line with our Terms & Conditions of Sale. We will always flag this at the point of order before you pay.

   This exclusion does not apply to items that are faulty on delivery or fail within 30 days of purchase — those follow the sections above.

8. 8How refunds are paid

   Refunds are made to the original payment method used for the order. Where the order was processed through our online checkout, our order process is conducted by our online reseller Paddle.com, and Paddle.com is the Merchant of Record for all our orders; Paddle provides all customer service inquiries relating to payments and handles returns. You can also request a payment refund directly at paddle.net, quoting your order details.

   Refunds are normally issued within 14 days of us receiving the returned goods or, for cancellations where no return is needed, within 14 days of your cancellation notice. Your bank or card provider may take a few further days to show the money in your account.

9. 9Business and trade purchases

   Purchases made by businesses for business purposes are not covered by the distance selling cancellation right, which applies to consumers only. Trade and business customers return goods only by prior agreement with us — please call the trade counter on 01904 659066.

   The faulty-on-delivery and 30-day failure provisions above apply to all customers, business and consumer alike.

10. 10Returning an item — step by step

    1. Email chris@blackwellanddenton.com with your order reference (BD-XXXXXX), the item, and the reason — cancellation, faulty on delivery, or a fault within 30 days.

    2. We will confirm by reply whether the item should be posted back, held for collection, or simply stopped being used, and what the remedy will be.

    3. Package the item securely in its original packaging where possible. Fitted parts cannot be accepted for return unless they were reported faulty on delivery or within the 30-day period.

    4. Once the return is received and checked, your replacement is dispatched or your refund is issued to the original payment method.

Nothing in this policy affects your statutory rights. For the full conditions of sale — prices, delivery, ownership of goods and damage in transit — see our Terms & Conditions and our Privacy and Communications Policy.