Returns and Refunds

Please contact OPAS before returning any goods so that we can provide the correct return instructions. Call 01903 239955 or email sales@opas.co.uk.

Faulty, damaged or incorrect goods

If goods are faulty, damaged on arrival, not as described or incorrectly supplied, please contact us as soon as reasonably possible.

We may ask for photographs, product details, batch information or photographs of the packaging to help us investigate. Where OPAS is responsible, we will provide the appropriate repair, replacement, credit or refund and, where applicable, arrange or reimburse reasonable return costs.

Consumer change-of-mind returns

Retail customers purchasing online normally have the right to cancel their order within 14 days of receiving the goods, subject to any legal exceptions.

After notifying OPAS of the cancellation, the goods must be returned without undue delay and no later than 14 days after notifying us.

Unless the goods are faulty, incorrectly supplied or OPAS has agreed otherwise, the customer is responsible for the cost of returning the goods.

Customers may inspect goods as they reasonably would in a shop. We may reduce the refund if the value of the goods has been diminished through unnecessary or excessive handling.

For a qualifying cancellation, we will refund:

  • The price paid for the returned goods
  • The cost of our least expensive standard delivery option

Additional charges paid for an upgraded or premium delivery service will not normally be refunded.

Refunds will generally be made within 14 days of receiving the returned goods or receiving evidence that they have been returned. Refunds will normally be made using the original payment method.

Business customer returns

Business customers may request to return standard stock goods within 14 days of delivery, subject to prior agreement from OPAS.

Returned goods must be unused, in resaleable condition and, where reasonably applicable, in their original packaging.

The business customer is responsible for the return carriage cost. A 20% handling and restocking charge will apply to accepted returns unless otherwise agreed by OPAS.

Unless faulty or incorrectly supplied, we do not normally accept returns of:

  • Special-order or non-stock goods obtained specifically for the customer
  • Goods that have been installed or modified
  • Goods damaged after delivery
  • Goods that are no longer in resaleable condition

Shortages, damage and delivery discrepancies

Customers should check their delivery as soon as reasonably possible.

Missing, damaged or incorrectly supplied goods should be reported as soon as possible and, wherever reasonably practicable, within 72 hours of delivery. Please provide the order or invoice number and photographs where appropriate.

Claims will not automatically be rejected because they are reported after 72 hours. However, delays that materially affect our ability to investigate the issue or pursue a claim with the carrier may be considered.

See also our Delivery information.