Returns Policy - Pattersons UK
Whilst we strive to ensure that all our products are of good quality and arrive with you safely, you may need to speak to us about a return or a replacement. Please see the below guide and contact our Customer Services Department for assistance.
Customer Service Team: 0117 934 1270
Unexpected, Damaged or Missing Items
Any goods received in error, damaged upon receipt or missing from your order, please contact our Customers Service team for assistance. Any shortages or damages must be reported within 48 hours of receipt, after this time it will be at the company’s discretion.
If you are missing an item, please check your delivery note in case it is still to follow as we may have been out of stock at point of order.
Special Order Items
Special Order Items/Non-stock Lines – Regretfully any items that are order specifically for you or have been customised in anyway, we are not able to accept back for return.
(These are often denoted on our documentation with a stock code prefix of “ZZ or ZX”)
If you product is found to be faulty, please contact us for further instruction. We may need to arrange collection of the item and return it to the manufacturer for further investigation.
Warranty & Repairs
If you have purchase equipment from us this may come with a manufacturer’s warranty, see product instructions regarding period of cover, some large items include an on-site warranty, other smaller items may be subject to return to base warranty.
Warranty will usually cover any mechanical or electrical faults but please note that it will not cover any fittings or items that can be subjected to wear and tear or misuse. (I.E. Vacuum Hoses, Brushes, Wheels, Bulbs, etc.)
If you would like us to place a warranty call with the manufacturer on your behalf, please fill in the relevant form with all the site and product information. Please ensure you have the make, model and serial number to hand as manufacturers will not process the request without this information.
Please note: Any remedial action is governed by the relevant manufacturer warranty cover and cover.
Return of Physical Goods
Pattersons is only able to accept Returns that fall within 30 days of delivery, so please check your documentation carefully.
Step 1: Phone or Email Us for a Unique Returns Number
All products being returned to us must be booked in with our Customer Service team and a unique returns number obtained. We reserve the right to refuse or dispose of any returned items which come back to any of our depots without prior notification or a relevant returns number.
Step 2: Goods & Packaging
We are only able to accept goods back that are sealed, unused and in the original packaging. Please ensure these are wrapped up and boxed carefully to ensure we received them in resaleable condition.
Step 3: Collection
Collection requests that are within the green zones will be collected by our own transport, free of charge.
Collection requests that fall in the yellow and red zones, where goods were ordered incorrectly, you will need to arrange returns through your own means, however we can however arrange collection through a third party courier but this would incur a standard collection fee of £15.00 (ex vat).
The address to send Returned Items to:
Pattersons Bristol Ltd
Alternatively goods can be brought back to our Bristol showroom or click & collect depots in Redditch and Newton Abbot. Goods returned this way will not be subject to a collection fee.
Step 4: Refund
Upon safe receipt and inspection of the goods returned to us, the returns documentions will be signed and approve by our Returns Team and then passed to the Account Department to authorise a credit/Refund. Any dedutions for the courier collection services will be taken into account at this point. Your refund will be made to you within 14 working days of us receiving the goods, in line with consumer contract regulations.