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Refund Policy - Agentix LTD

REFUND POLICY

Agentix LTD

Last Updated: December 2025

1. Your Cancellation Rights

1.1 Consumer Rights

If you are a consumer (purchasing for personal use, not business), you have the right to cancel your order under the Consumer Contracts Regulations 2013.

Cooling-Off Period:

  • You have 14 days from the date you receive the products to cancel your order for any reason
  • You do not need to provide a reason for cancellation
  • This applies to online and telephone orders

How to Cancel:

  • Email us at support@agentix.sbs
  • Clearly state your intention to cancel and provide your order number
  • You may use our cancellation form (available on request)

1.2 Business Customers

If you are purchasing for business purposes, the 14-day cooling-off period does not apply. Please contact us to discuss cancellation options.

2. Cancelling Before Delivery/Collection

2.1. You may cancel your order before dispatch or collection by contacting us at support@agentix.sbs.

2.2. If your order has not been dispatched or prepared for collection:

  • Full refund will be issued
  • Refund will be processed within 5 working days

2.3. If your order has been dispatched but not yet delivered:

  • You may refuse delivery and we will issue a full refund once products are returned to us
  • Alternatively, you may follow the Returns Procedure (Section 4)

2.4. If products have been custom-made, made-to-order, or specially ordered for you, cancellation may not be possible. We will assess on a case-by-case basis.

3. Cancelling After Delivery/Collection

3.1. For consumer customers exercising their 14-day cancellation right:

  • Products must be returned in their original, unused condition
  • Products must be in original packaging where possible
  • You are responsible for the cost of returning products unless they are faulty or incorrectly supplied
  • We recommend using a tracked delivery service

3.2. Products that cannot be returned under the 14-day right:

  • Custom-made or specially ordered items
  • Made-to-order products (e.g., custom-cut worktops, bespoke radiators)
  • Products that have been opened, used, or installed
  • Opened or mixed materials (e.g., paint, adhesives, grout)
  • Electrical items that have been installed or connected
  • Hygiene products that have been unsealed

4. Returns Procedure

Step 1: Contact Us

  • Email support@agentix.sbs within 14 days of receipt
  • Provide your order number, details of products to return, and reason for return

Step 2: Authorization

  • We will provide a Returns Authorization Number
  • Do not return products without authorization

Step 3: Return Products

  • Package products securely in original packaging
  • Include Returns Authorization Number
  • Send to: Agentix LTD, 8a Metchley Drive, Birmingham, B17 0JX
  • You are responsible for return shipping costs unless products are faulty or incorrectly supplied

Step 4: Inspection

  • We will inspect returned products within 5 working days
  • Products must be in original, resaleable condition

Step 5: Refund

  • Refund will be processed within 14 days of receiving your return
  • Refund will be issued to the original payment method

5. Faulty or Damaged Products

5.1. Reporting Faults:

  • Inspect products upon delivery
  • Report damage or defects within 48 hours by emailing support@agentix.sbs
  • Provide photos of damage including packaging

5.2. Our Response:

  • We will arrange collection of faulty/damaged products at no cost to you
  • You will receive a replacement or full refund (including delivery costs)
  • We will process your claim within 5 working days

5.3. Manufacturing Defects:

  • Products found to have manufacturing defects will be replaced or refunded
  • This applies within a reasonable time after purchase
  • You must provide proof of purchase

6. Wrong or Incomplete Orders

6.1. If we deliver incorrect products or your order is incomplete:

  • Contact us within 48 hours at support@agentix.sbs
  • Provide your order number and details of the issue
  • We will arrange collection and send correct items at no additional cost
  • If you prefer, we can issue a full refund

7. Refund Process

7.1. Refund Timeframe:

  • Refunds are processed within 14 days of receiving returned products or agreeing to a refund for damaged/faulty goods
  • It may take 5-10 working days for refunds to appear in your account depending on your bank or payment provider

7.2. Refund Method:

  • Refunds are issued to the original payment method used for purchase
  • For card payments, refunds will be credited to the card used
  • For PayPal, Apple Pay, or other digital wallets, refunds will be sent to the same account

7.3. Delivery Charges:

  • Delivery charges are refunded if products are faulty, damaged, or incorrectly supplied
  • For consumer cancellations under the 14-day right, standard delivery charges are refunded, but express or premium delivery charges are not

7.4. Partial Refunds:

  • If returned products are not in original condition due to customer handling beyond what's necessary to inspect them, we may issue a partial refund

8. Restocking Fee

8.1. For certain products returned in accordance with the 14-day cancellation right, a restocking fee of up to 20% may apply if:

  • Products have been opened or removed from packaging unnecessarily
  • Products cannot be resold as new due to customer handling
  • Products require repackaging or inspection

8.2. No restocking fee applies if products are faulty, damaged, or incorrectly supplied.

9. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Custom-made or specially ordered items (e.g., custom-cut worktops, bespoke radiators)
  • Special-order items not held in regular stock
  • Opened paint, adhesives, grout, or mixed materials
  • Electrical items that have been installed, used, or connected
  • Smart home devices that have been activated or registered
  • Kitchen appliances that have been installed or used
  • Flooring or tiles that have been cut or installed
  • Hygiene products that have been opened or unsealed

10. Collection Returns

10.1. If you collected products from our location:

  • You may return them to our address during business hours
  • Bring proof of purchase and Returns Authorization Number
  • Returns must be within 14 days for consumer customers

11. Damaged in Transit

11.1. If products are damaged in transit:

  • Note the damage on the delivery note or with the courier
  • Take photos of damage and packaging
  • Contact us within 48 hours at support@agentix.sbs
  • We will arrange collection and replacement or refund

12. Fair Use

12.1. We reserve the right to refuse returns or refunds if we believe there is abuse of our returns policy, including:

  • Excessive returns
  • Products showing signs of use beyond inspection
  • Suspected fraudulent activity
  • Returns of non-returnable items without valid fault

13. Legal Rights

13.1. This policy does not affect your statutory rights under UK consumer protection law.

13.2. Under the Consumer Rights Act 2015:

  • Products must be as described, fit for purpose, and of satisfactory quality
  • If products are faulty, you can request repair, replacement, or refund
  • You have up to 30 days to reject faulty goods for a full refund
  • After 30 days, you must give us one opportunity to repair or replace before requesting a refund

14. Manufacturer Warranties

14.1. Many of our products come with manufacturer warranties that are separate from your consumer rights.

14.2. For warranty claims, you may need to contact the manufacturer directly. We will assist where possible by providing necessary documentation.

14.3. Manufacturer warranties do not affect your statutory rights under UK law.

15. Complaints

If you are not satisfied with how we handle your return or refund:

  • Contact our customer service team at support@agentix.sbs
  • We will investigate and respond within 10 working days
  • If you remain unsatisfied, you may refer the matter to Trading Standards or use Alternative Dispute Resolution services

16. Contact Us

For returns and refunds enquiries:

Agentix LTD
8a Metchley Drive
Birmingham, England
B17 0JX
United Kingdom
Registered in England No: 16849462

Email: support@agentix.sbs
Phone: +447782265567
Website: www.agentix.sbs

Business Hours:
Monday to Friday: 9:00 AM – 5:00 PM
Saturday: 10:00 AM – 2:00 PM
Sunday: Closed