Refund policy

McIntosh Industries Ltd, trading as MAC Industries (company no. 08205526) Workshop and returns address: Shobdon Industrial Estate, Shobdon Airfield, HR6 9NR Phone: 01432 381 233 · Email: sales@macindustries.co.uk (Open Monday to Friday, 8:30am to 5pm)

This policy explains your rights if you want to cancel an order, return something, or if something arrives faulty or damaged. Nothing in it affects your statutory rights.

1. Changing your mind: 14-day right to cancel

If you're a consumer and you buy a standard item from us online or by phone, you have the right to cancel under the Consumer Contracts Regulations 2013.

  • Tell us within 14 days. You can cancel at any time from placing your order until 14 days after the day you receive the goods. If your order arrives in several deliveries, the 14 days run from the day you receive the last item.
  • How to tell us. Call 01432 381 233 or email sales@macindustries.co.uk with your name, order number and the item(s) you want to return. Any clear statement is fine; you don't have to give a reason.
  • Send it back within 14 days. Once you've told us, you have a further 14 days to return the goods to the address above. Please contact us first so we can tell you the best way to send them.
  • Return postage: If you're returning something because you've changed your mind, you pay the cost of sending it back. If we've made a mistake, or the goods are faulty or not as described, we cover the return cost.
  • Large or heavy items (for example welding tables, legs and trolleys): these need to come back on a pallet service. You can arrange this yourself at your own cost, or we can arrange collection for a fee we'll quote you before booking. Please make sure the goods are securely packed and protected on the pallet.

2. Items that can't be returned for a change of mind

The 14-day right to cancel doesn't apply to goods made to your specification or clearly personalised. That includes:

  • tables and other goods built to order to your chosen size, specification or configuration;
  • subcontract laser-cut, folded, welded, fabricated or powder-coated parts made to your drawing or instructions;
  • any other item made or modified specially for you.

These items can't be returned simply because you've changed your mind. If they're faulty or not as described, your rights in section 5 still apply in full.

3. Condition of returned goods

Please take reasonable care of the goods while they're with you and pack them securely for the return journey. Use the original packaging if you still have it. You may handle and inspect the goods as you would in a shop. If the item has been used, damaged or handled more than is needed to check it, we may reduce your refund to reflect the loss in value.

We don't charge a restocking fee, and if the return is because of our mistake we won't make any deduction.

4. Your refund

  • We'll refund you within 14 days of receiving the goods back, or within 14 days of you sending us proof that you've returned them, whichever is sooner.
  • Your refund includes the original standard delivery charge. If you chose a more expensive delivery option, we only refund the cost of our cheapest standard delivery.
  • We refund to the payment method you used. Your bank or card provider may take a few days to process it.
  • If you'd like a different item instead, the quickest way is to return the original for a refund and place a new order.

5. Faulty, damaged or not as described

Please check your order when it arrives and contact us as soon as possible if anything is damaged, faulty, missing or not what you ordered.

Your rights under the Consumer Rights Act 2015 are not affected by this policy, and they apply to made-to-order and custom items too. In summary:

  • Within 30 days of delivery you can reject faulty goods, or goods not as described, and get a full refund.
  • After 30 days, or if you'd prefer, you can ask us to repair or replace the item. If a repair or replacement isn't possible or doesn't fix the problem, you're entitled to a price reduction or a refund.
  • If a fault shows up within six months of delivery, it's assumed to have been there when you received the goods unless we can show otherwise.

We'll cover the reasonable cost of returning or collecting faulty or incorrectly supplied goods.

6. Business customers

The 14-day right to cancel is for consumers. If you buy for your business, returns for a change of mind are at our discretion and must be agreed with us before you send anything back. We'll always put right any goods that are faulty or not made to the agreed drawing or specification.

7. How to start a return

Call 01432 381 233 or email sales@macindustries.co.uk with:

  • your name and order number;
  • the item(s) and the reason for the return (optional for change-of-mind cancellations);
  • for faulty or damaged goods, photos of the problem and the packaging, if possible.

We'll confirm the next steps and the return address or collection arrangement.