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Returns & Refunds Policy

Last updated: 23/09.2025

At Thames Lubricants, we want you to be fully satisfied with your purchase. If you are not, our returns policy is designed to be clear, fair, and compliant with UK consumer law.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

  • As a consumer, you have the right to cancel your order within 14 days of receiving your goods.

  • To exercise this right, you must notify us in writing (email or letter) within the 14-day period.

  • You then have 14 further days to return the goods to us.

2. Conditions for Returns

To qualify for a return:

  • Products must be unused, unopened, and in their original packaging.

  • We cannot accept returns of opened or partially used lubricants, oils, or chemicals for health, safety, and contamination reasons.

  • You are responsible for ensuring the goods are returned securely and safely packaged.

3. Refunds

  • Once your return is received and inspected, we will process your refund to your original payment method within 14 days.

  • Refunds include the cost of the goods and the standard delivery charge (if applicable).

  • We do not refund upgraded delivery costs (e.g. next-day or express shipping).

4. Faulty, Damaged, or Incorrect Items

  • If your order arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery.

  • We will arrange either a replacement or a full refund, including shipping costs.

5. How to Return Goods

  1. Contact us at sales@thameslubricants.co.uk, 01782 745678 to request a return authorisation.

  2. We will confirm the return address and provide instructions.

  3. Ship the goods back to us using a trackable delivery service. (Please note: lubricants and oils may need to be sent via approved couriers due to liquid/chemical transport rules).

6. Business Customers

Please note that the statutory right to cancel within 14 days applies to consumers only.

  • Business-to-business (B2B) sales are not covered by consumer cancellation rights.

  • Returns from business customers are at our discretion unless the goods are faulty or incorrectly supplied.

7. Contact Us

If you have any questions about returns, please contact us:
📧 sales@thameslubricants.co.uk
📞 01782 745678

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