Refunds & Returns Policy

1. Contact and business details

Speedsoft Direct LTD is registered in England and Wales under company number 16544642.

Please contact us before sending an item so we can help identify the correct return arrangements. A return number or our prior approval is not a condition of exercising a statutory cancellation right.

2. How to request a return

1. Email us with your name and order reference, if available.
2. Identify the item and tell us whether you are cancelling, reporting a fault or requesting another remedy. You do not need to give a reason for a qualifying change-of-mind cancellation.
3. For a fault or incorrect item, describe the issue. Photographs may help us investigate.
4. Package the item securely and follow any agreed safe shipping arrangements.

An order confirmation, transaction record or other reasonable evidence can establish a purchase. We do not require the original paper receipt in every case.

You may also cancel by post or another clear statement. The optional cancellation form at the end of this page is available for convenience.

3. Changing your mind about an online order

For goods covered by the statutory distance-selling cancellation right, you may cancel without giving a reason from the time you order until 14 days after the day you, or your nominated recipient, receive them.

Where goods from one order arrive separately, the period normally runs from receipt of the last item. You must send the goods back within 14 days after telling us you are cancelling.

You may inspect goods to establish their nature, characteristics and functioning, as you reasonably could in a shop. Handling beyond this may result in a lawful deduction reflecting a reduction in value.

Please return supplied accessories and components and use the original packaging where reasonably possible. Original packaging is not an absolute condition of your statutory rights.

For a change-of-mind return, you pay the direct return delivery cost where this was disclosed before purchase. For an item that cannot normally be returned by post, the relevant return-cost information must be supplied before the contract is made.

4. Exceptions to change-of-mind cancellation

The statutory change-of-mind right does not apply to goods genuinely made to your specifications or clearly personalised. This can include teamwear printed with your approved individual design, names or numbers.

Selecting a standard size, colour or stock option does not automatically make a product exempt. The exception depends on the goods actually supplied.

A separate exception may apply to sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons once their seal has been broken. Clothing and protective equipment are not automatically excluded simply because of their product category.

5. Faulty, damaged or incorrectly supplied goods

Goods must be of satisfactory quality, match their description and be fit for any purpose agreed with us. These requirements also apply to personalised goods.

Consumers normally have a short-term right to reject non-conforming goods within 30 days, subject to the applicable rules about when that period begins and any pause for an agreed repair or replacement.

After that period, repair or replacement may be available. If the appropriate remedy is impossible, unsuccessful, unreasonably delayed or causes significant inconvenience, a price reduction or final rejection may be available. Any deduction for use must be permitted by law.

For remedies where the legal presumption applies, a fault appearing within six months is generally presumed to have existed at delivery unless that is disproved or inconsistent with the circumstances.

We cover reasonable return costs where goods breach your statutory rights. Contact us to arrange an appropriate return method or collection.

6. Reporting delivery problems

Please let us know promptly about missing, damaged or incorrect items so we can investigate. Where available, keep the packaging and provide photographs of visible damage.

There is no requirement to report a fault within 24 or 48 hours to preserve your statutory rights. Signing for a parcel does not waive rights relating to damage or faults discovered afterwards.

For delivery arranged by us, goods remain at our risk until received by you or someone you nominate. Contact us about a lost delivery; you do not have to resolve our courier's failure yourself.

7. Airsoft equipment, parts and safe returns

Contact us before returning an airsoft replica, gas product, pressurised item or damaged battery so that a suitable shipping method can be arranged. Carrier restrictions differ, and some items cannot be sent through ordinary postal services.

Do not post a leaking, swollen or damaged battery or a pressurised gas container without agreed carrier instructions. Do not carry out unsafe work to prepare an item for return.

Installing, modifying or using an item beyond reasonable inspection may affect its value for a change-of-mind return. Damage caused by incorrect installation, misuse or an incompatible modification is not itself a manufacturing fault.

However, fitting or opening a product does not automatically remove statutory rights relating to an inherent fault or an incorrect description. We will consider the cause of the problem rather than apply a blanket exclusion.

8. SD Customs personalised orders

Before approving a proof, please check the artwork, spelling, names, numbers, sizes, quantities and other order details. Approval records the specification authorised for production.

Where we correctly produce a genuinely personalised item to the approved specification, a later change of preference or an incorrectly chosen size does not normally create a statutory change-of-mind return right.

If we supply the wrong size, depart from the agreed specification, make a production error or supply faulty goods, your statutory remedies remain available. Proof approval does not excuse our mistakes.

Contact us as soon as possible if you want to change or cancel a custom order. We will explain what is still possible. Where cancellation outside a statutory right is agreed, any retained amount must be fair and reflect reasonable loss, taking account of savings and steps to reduce that loss. We do not automatically retain every payment in full.

9. Design and other services

For a qualifying online service contract, the cancellation period is 14 days beginning the day after the contract is made.

Starting work during this period requires your express request. Accepting general terms or making payment alone is not that request.

If you request early work and then cancel before completion, a proportionate charge may be payable for work supplied where the legal information and consent requirements have been met.

The cancellation right ends after full performance only where the required prior request and acknowledgement of that consequence were obtained. A design fee is not automatically non-refundable.

Services must be performed with reasonable care and skill. Where they fall short, repeat performance or an appropriate price reduction may be available. Cancellation of one stage does not automatically cancel a separately agreed stage; each is considered according to the contract and your legal rights.

10. Refund amounts and timing

Qualifying change-of-mind cancellations

We refund the amount paid for the cancelled goods and, when the whole order is cancelled, the cost of our least expensive standard outbound delivery option. An extra charge for a premium delivery service you selected does not have to be refunded.

We refund without undue delay. For returned goods, the statutory deadline is normally 14 days after we receive them back or receive evidence that you sent them back, whichever happens first. Where no goods were supplied, or we offer to collect them, the applicable deadline normally runs from notification of cancellation.

Fault-related refunds

Where you are entitled to a refund under the Consumer Rights Act, it must be made without undue delay and within 14 days after we agree that you are entitled to it.

How refunds are paid

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a refund fee or require you to accept store credit instead of a statutory refund.

Sale prices do not reduce your statutory rights. Refunds reflect the amount actually paid, including applicable discounts. Your payment provider may take additional processing time to display a refund after it has been issued.

11. Exchanges and in-person purchases

Contact us if you prefer an exchange. Availability and any price difference will be explained before an exchange is agreed. An optional exchange does not replace a refund to which you are legally entitled.

Purchases concluded in person do not generally carry the same statutory change-of-mind cancellation right as online purchases. Any additional exchange arrangement is agreed separately. Faulty-goods rights still apply.

Collecting an order in person does not by itself remove distance-selling rights where the contract was concluded online. An online reservation followed by an in-person purchase may be treated differently.

12. Delayed or unfulfilled orders

We will explain significant delays and discuss the available options. Where no different delivery period was agreed, the legal default requires delivery without undue delay and within 30 days.

If we miss an essential agreed deadline, refuse to deliver, or fail to deliver within an appropriate additional period where one is required, you may be entitled to end the affected contract and receive a refund.

If we cannot supply an accepted order, we will tell you and refund payments for the unfulfilled goods or services. We will not require you to accept a substitute.

13. Business and overseas purchases

Statutory consumer cancellation rights do not apply in the same way to purchases made for business purposes. Business returns are assessed under the agreed contract and applicable law.

Buying for a team or club does not automatically mean that a purchase is a business transaction.

If you are outside the UK, mandatory rights applying to your purchase remain unaffected. Contact us before an international return so that shipping and customs arrangements can be clarified.

14. Complaints

If you disagree with a returns decision, email info@speedsoftdirect.co.uk with the order reference and the outcome you are seeking. We will review the matter and explain our response.

Where required, we will provide information about relevant alternative dispute resolution arrangements, including whether we will participate. Nothing in this policy prevents you from seeking independent advice or exercising your legal rights.

15. Optional cancellation form

Complete and send this only if you wish to cancel a contract for which cancellation is available. You can instead make any other clear cancellation statement.

To: Speedsoft Direct LTD, 1 Infirmary Road, Dewsbury, West Yorkshire, WF13 2JG, United Kingdom.

Email: info@speedsoftdirect.co.uk

I/we give notice that I/we wish to cancel the contract for the following goods or services:

Goods or services: ____________________

Order reference, if available: ____________________

Date ordered: ____________________

Date received, if applicable: ____________________

Customer name(s): ____________________

Customer address: ____________________

Date: ____________________

Signature(s), required only for a paper form: ____________________