Refund & Return Policy
Effective: 29 August 2025
This policy forms part of our Terms & Conditions of Sale. If there is any inconsistency, the Terms & Conditions prevail.
Contact for returns (RMA): admin@teouk.com
Returns address (after approval only): Suite 0.15, Proxima, 1 Grenfell Road, Maidenhead, SL6 1HN, United Kingdom
1) Before you return anything — RMA required
- Email admin@teouk.com with your order number, product, batch/lot, reason for return and supporting photos (where applicable).
- We will issue a Return Merchandise Authorisation (RMA) with packing and shipping instructions. Do not ship goods without an RMA.
- Ship-by window: please dispatch returns within 7 business days of the RMA date or the RMA may be cancelled.
2) Time windows to notify us
- Transport damage / shortages: notify within 48 hours of delivery with photos and carrier notes.
- Quality/defect issues (non-transport): notify within 14 days of delivery with batch numbers, photos and a brief of your filling/product/storage conditions.
- Goodwill returns (unopened stock items): request within 14 days of delivery. We do not accept change-of-mind returns beyond 14 days.
3) What can be returned
- Stock items (unopened, unused, in original packaging) — accepted at our discretion under goodwill within 14 days; subject to inspection.
- Partial returns: allowed on the same timelines and conditions. Items must be returned in full, unopened master cases (no opened cartons / no loose units).
- Custom / made-to-order goods (e.g., custom film/print/fitments) — non-returnable unless a manufacturing defect is confirmed.
4) Restocking fee (goodwill returns)
- Goodwill returns of unopened stock items are subject to a 15% restocking fee to cover inspection, repackaging and administration.
- No restocking fee applies where we confirm a manufacturing defect.
5) Shipping your return
- Default: you arrange and pay for return shipping and insurance (unless a defect is confirmed).
- Optional help: on request we can provide a prepaid parcel return label (UK mainland) or arrange a pallet collection; the actual cost (and any admin fee quoted at RMA) will be deducted from your refund unless the goods are confirmed defective.
- Use a trackable service. Risk of loss/damage in transit rests with you until the goods are received and signed for at our Maidenhead address.
6) Inspection & outcome
- We will inspect returned goods. If approved, we will replace the affected goods or issue a credit/refund (at our discretion).
- Original outbound shipping charges are non-refundable unless a defect is confirmed.
- If items are not in resalable condition (opened, used, damaged, missing parts not due to our error), we may reject the return or apply deductions.
- Price adjustments: if a partial return reduces your order below a pricing/discount threshold, we may adjust the refund to reflect the pricing that would have applied to the kept quantity.
7) Exchanges
We only replace items if defective or damaged. For like-for-like replacement, contact admin@teouk.com quoting your RMA.
8) Refunds — how and when
- Refunds are made to the original payment method after inspection.
- We aim to process within 7 business days of receiving your return. Your bank or payment provider’s posting times may vary.
9) Sale items
Sale-priced items may be refunded; any refund will be based on the sale price actually paid, subject to the conditions above.
10) B2B store & consumer note
- Our store is intended for business customers (B2B).
- If we accept a consumer order, your statutory rights are not affected. You may have a 14‑day right to cancel under the Consumer Contracts Regulations 2013 (exceptions apply to custom goods). Contact admin@teouk.com within 14 days from the day after delivery.