Returns Policy

Test Plugs

Returns & Cancellations Policy

1. Unwanted Items (Consumer Customers Only)

Under the Consumer Contracts Regulations, retail consumers (excluding business-to-business customers) have a statutory right to cancel their order within 14 calendar days from the day the goods are received.

Within the 14-Day Statutory Period: We will issue a full refund, including the standard outward shipping charge, provided the goods are not exempt from return (see Exemptions below) and are in a 100% re-saleable condition. You are responsible for the cost of returning the unwanted items to us.
Extended 7-Day Return Window: In addition to your statutory rights, Test Plugs Limited offers an extra 7-day discretionary return period (up to 21 days from receipt).
Returns Outside the Statutory Period: For returns requested after the initial 14-day window, we will refund the value of the product only, minus a 15% handling and restocking fee. Original shipping charges and calibration certification fees are strictly non-refundable. Goods must be returned in a 100% re-saleable condition at the customer’s expense.

⚠️ Important Exemptions from Returns: Items featuring special options or those manufactured/altered to your bespoke specifications are strictly exempt from return unless they are faulty or damaged in transit.

Non-returnable configurations include, but are not limited to:

The addition of front or back mounting flanges.
Glycerine filling (where not included as standard).
Gauge calibration and certification charges.

2. How to Arrange a Return

Please contact us at the earliest opportunity to register your cancellation and receive instructions before sending any items back. Please quote your original order number via one of the following methods:

Email: sales@test-plugs.com
Post: Test Plugs Limited, Unit 2, Reeds Lane, Haverhill, Suffolk CB9 0EL United Kingdom

Once our team has processed your request, please return the products to us accompanied by a copy of your original receipt or invoice.

Return Shipping: We strongly recommend using a traceable courier service. Alternatively, we can arrange a weekday carrier collection (Monday to Friday) for a pre-agreed fee, which will be deducted from your final refund.

3. Damaged or Faulty Items

Any items received damaged or faulty must be reported to us as soon as reasonably possible. We will request full details of the issue to assess the best course of action. Once reviewed, you will be offered a replacement or a full refund.

Replacements: If a replacement is required, we will arrange for the faulty item to be collected (Monday to Friday only). Once received and inspected, your replacement will be dispatched promptly.
Refunds: If a refund is preferred, we will either arrange a weekday collection or ask you to return the item via a traceable service, reimbursing your postage costs up to an amount agreed with us in advance.
Missed Collections: If our carrier is unable to collect the parcel at the pre-arranged time due to customer absence, you must either return the goods at your own expense or pay a fee to reschedule the collection.
Please Note: If the returned items are found not to be faulty upon inspection, we will contact you to discuss next steps. If you arrange your own return shipping, you must use a traceable service; we cannot issue refunds for items that do not arrive at our warehouse.

4. General Terms for All Returns

Duty of Care: While we understand that goods must be examined and occasionally test-fitted, customers have a legal duty to take reasonable care of the products while in their possession.
Packaging: Goods must be returned in their original packaging wherever possible, or repackaged to the same protective standard as originally received to prevent transit damage.
Processing Times: Please note that return processing and inspections may take slightly longer during peak operational periods. We will contact you as soon as your return has been processed.

THIS RETURNS POLICY DOES NOT AFFECT YOUR STATUTORY LEGAL RIGHTS. FOR FURTHER INFORMATION REGARDING YOUR RIGHTS, PLEASE CONTACT THE CITIZENS ADVICE BUREAU.