Refund policy
Overview
We want you to be completely happy with every QUADRO purchase. The rules below meet UK consumer law and add an extra layer of goodwill.
Quick reference
| What? | Time limit | Cost to you | Proof needed |
|---|---|---|---|
| Change of mind | 14 days (statutory) + 16-day goodwill extension = 30 days from delivery | £0 – we email a pre-paid return label | Unused, complete, original packaging |
| Faulty or damaged item | Full refund within 30 days; repair/replace up to 6 years (Consumer Rights Act 2015) | £0 | Photo or description of fault |
How to start a return
- Email info@quadroshop.co.uk with your order number and reason.
- We reply within one working day with a pre-paid Royal Mail/DPD label and packing instructions.
- Pack securely and drop off with the carrier within 14 days of receiving the label.
- Keep the tracking receipt until your refund is processed.
Return address (authorised parcels only)
OnPoint Fulfilment (Walkerpack Ltd.) – Returns QUADRO
Walkerpack Site 1, Liliput Road
Brackmills Industrial Estate
Northampton NN4 7DT, United Kingdom
Conditions for “change-of-mind” returns
- Item must be unused, unassembled and in resalable condition.
- All parts, manuals and inner cartons must be inside the outer box.
- If wear, missing pieces or damage is found, we may deduct a reasonable amount from your refund.
Faulty or damaged goods
- Email photos/video and a short description of the problem.
- Within 30 days: you may reject for a full refund.
- After 30 days: we first repair or replace free of charge. If that fails, you may choose a refund or price reduction.
- Your statutory rights under the Consumer Rights Act 2015 remain unaffected.
Refund timeline
- Returns inspected within 2 business days of arrival.
- Refund issued immediately to the original payment method.
- Banks usually credit funds within 3–5 business days.
- You’ll receive an email confirmation once processed.
Exchanges
Need a different set? Because bulky shipping is costly, we treat exchanges as return + new order. Return the unwanted kit for a refund, then place a fresh order for the item you prefer.
Items that can’t be returned
- Products assembled or modified after delivery
- Goods returned without prior authorisation or after the 30-day window
- Gift cards or digital downloads (none sold at present)
Lost or late returns
- If an authorised parcel sent with our label goes missing, we assume the risk and refund you.
- If you use your own courier, you are responsible for safe delivery to our warehouse.
Need help?
Email: info@quadroshop.co.uk
Hours: Monday–Friday, 09:00–17:00 UK time
Legal note
Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable UK legislation.