Delivery Information

Free delivery: All orders Standard Shipping FREE to mainland UK addresses.

This excludes (but is not limited to) the following postcodes: BT, HS, IV, AB, PH, PA, DD, KW, G and all offshore postcodes. These postcodes may incur a delivery surcharge. To comply with some manufacturers’ warranties, we are unable to offer a free one man delivery service to BT postcodes on a small selection of products. Therefore, a surcharge will apply. For more information call us on 07830768887or email newgears@innovativeagency.co.uk

If delivery is available (postcode restrictions apply), a delivery charge will apply. They are door to door deliveries only and delivery can take up to 14 working days. If you would like more information please contact our Deliveries team on 07830768887

Standard Delivery: Expected delivery time is between 2-3 working days after placing your order. We aim to deliver within these guidelines at all times. However, occasional delays are sometimes unavoidable at very busy times of the year.

Express Delivery: If ordered before 3pm, your order will be delivered the following working day. This is available on selected products only and subject to availability. Our express delivery is available for the following postcodes only: AL, B, BN, BR, CB, CM, CR, CT, CV, DA, DE, DY, E, EC, EN, EX, GU, HA, HD, HG, HX, IG, KT, L, LE, LS, LU, M, ME, MK, N, NG, NN, NW, OL, OX, PE1-19, PE26-38, RG, RH, RM, S, SE, SG, SK, SM, SO, ST, SW, TN, TR, TW, UB, W, WA, WC, WD, WF, WN, WS, WV. 

Refunds

We understand that from time to time you may wish to return a product to us.
We have created this 30-day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to customers irrespective of their geographical location.

This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000.

We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (including the original delivery charges and excluding the costs of returning the product to us).

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we received your returned product.

Where To Return

nnovative UK ltd

19 Cotswold Avenue, Bushey, Hertfordshire, WD23 4QJ

UNITED KINGDOM

How To Return

When you receive your item, you must check it as soon as possible and return it to us within 14 days. We can only accept items that are in new condition, unwashed and with all labels attached. Please complete the returns form included with your order and include it in your return package.

Any correspondence to us must be made to newgears@innovativeagency.co.uk

Please note we can not be held liable for any items lost in transit on the way to us. We advise that you return any items by a recorded service.

Lost / Missing Returns Form

In the event of losing your returns form, you can return it to us at the above address. Please include your name and/or order number within the package and a note on how you would like to proceed ie. return or exchange. Please note if you return an item to us with no identification this will considerably lengthen the returns process.

Your Right To Change Your Mind

We’ve all done it, ordered something and then realised later that it is no longer needed. You have 14 days to cancel your order under our 14 day return period policy, which starts on the day after you received the item. All items must be returned unused and in the original packaging as they were when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it on or inspecting it eg. please ensure that any security seals or tags remain intact.

Wrong Item Received

We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item. Once the incorrect goods have been received by our staff we will be able to rectify the issue. We will refund any return postage costs in this circumstance, please request a postage refund from our support staff.

Damaged Or Faulty Goods

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.

Our Returns Policy for faulty items upholds your statutory rights.

Item Not Received 

We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.

To receive a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched. Please note we can not issue refunds for lost items, only replacements.

Return Of Replacement Goods

If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.

Cost Of Returning Items

Please note that we can only refund the postage costs for returning an item where:

• We sent you the wrong item, or
• The item is damaged or faulty; or
• We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

What We’ll Do Next

All products returned to us are checked by our Returns Department.

If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).

Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.

We will refund the original credit/debit card/PayPal account used to purchase the item.