Ineos

RETURNS

Product Returns

If you change your mind about an item, or have received an incorrect item, we offer a very simple returns policy.

You may return unwanted goods up to 28 days after delivery. You must advise us that you wish to make a return by contacting us at ineos@orbgrouplondon.zendesk.com within 14 days of delivery. You then have another 14 days to post back the goods to us.

All items must be returned to us in the same condition in which they were received (unless faulty or damaged in transit) with packaging including swing tags and labels intact. The item must not have been worn, damaged, washed or marked in any way and must be absent of any odour such as smoke, perfume, deodorant or washing powder. Returned items will be inspected on receipt and must be in a condition that we deem suitable for resale.

If your return was purchased as part of a bundle (i.e offers or part of a boxed set), the complete bundle must be returned to us. We cannot return or exchange only part of a bundle product.

Occasionally we may offer free items with your purchase. If you are returning your item for a refund any free item(s) must also be returned at the same time.

How to return your order

Returns are processed by James Cargo Fulfilment. Please visit the returns portal to notify us of the items you wish to return and reason for return. You can then generate your returns label and either arrange a collection or view parcel drop-off locations. Please note that the customer is liable for return postage.

Alternatively contact us at ineos@orbgrouplondon.zendesk.com and advise the following information:

Your name/order number/email address/item(s) to return/reason for return

Then, please wrap items securely and label clearly with your order number and mark package “RETURN TO SENDER”. Please return to:

Ineos

C/O James Cargo Fulfilment Ltd
Unit 4, Heathrow Logistics Park
Bedfont Road
TW14 8EE
GB

The customer is responsible for returning the item to us, please make sure you take adequate steps to ensure the security of the contents during transit. We cannot refund your order if reasonable steps are not taken to ensure goods are received in their original condition.  

UK Refunds

All UK customers are responsible for the costs in sending items back to us.

When you return an item you will be entitled to a refund subject to the terms under ‘PRODUCT RETURNS’. If accepted, refunds will be credited to the original payment method only (for example credit/debit card) and this can take up to 30 days depending on your bank.

We do not offer exchanges; if you wish to change an item you will need to return the item(s) back to us for a refund and then place a new order.

International Refunds

All international customers are responsible for the costs of returning an item.

Please note, it is important that you label the parcel 'return to original sender' as this will ensure there are no custom duties to pay. If this is not marked clearly the parcel may be returned to you.

If accepted, refunds will be credited to the original payment method only (for example credit/debit card). This can take up to [30 days] depending on your bank.

We do not offer exchanges; if you wish to change an item you will need to return the item(s) back to us for a refund and then place a new order.

Faulty Products 

If you believe an item to be faulty you may be entitled to a replacement or full refund providing that:

·         You contact us within 7 days of receiving your order.

·         If requested, an image is sent of the fault or the item is returned to us within 30 days of receiving your request to return the faulty item.

·         A return postage label will be provided. Reimbursement will not be provided if the item(s) is returned by any other method.

If we can confirm that there was a fault present when we originally despatched the item you will be entitled to either a replacement or full refund, including postage charges via your original payment method.

Cancelling Orders 

If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order as long as it has not been picked for despatch.  We need written confirmation of cancellation from you, so please contact us quoting your order number as soon as possible. If your order has already been picked for despatch we cannot cancel the order.