Returns

Return Policy (Identitag Ltd)

We expect you to be pleased with your purchase from Identitag. However, if you need to return an item, the guidance below explains what to do and what to expect.

At a glance

  • You may return all standard (non-personalised) items within 7 days of receipt for a full refund or replacement.

  • Engraved or personalised goods are not eligible for “change of mind” returns (unless faulty or damaged).

  • Engraved or personalised goods, packing and carriage charges will not be refunded.

Your statutory rights are not affected. For online/mail/telephone consumer orders, UK rules provide a 14-day cancellation period (with a further 14 days to return goods) for standard items; this does not apply to tailor-made/personalised goods. GOV.UK+2legislation.gov.uk+2

 

1) Items damaged in transit

If any items are damaged in transit, please report this to us within 7 working days of delivery (48 hours for business customers).

  • If the parcel is visibly damaged on receipt, please sign the carrier’s delivery note accordingly.

  • Please return the item in its original packaging, with any accessories and documentation.

  • Once received back into our warehouse, we will issue a replacement or full refund to your original payment method.

  • We will reimburse reasonable return carriage costs where damage in transit is confirmed.

 

2) Items faulty on arrival

If your items are faulty on arrival, please inform us within 28 calendar days (14 calendar days for business customers).

  • Return the item in its original packaging, with accessories and documentation.

  • Once we have verified the fault, we will issue a replacement or full refund to your original payment method and reimburse reasonable return carriage costs.

  • All returned items are tested. If our technicians confirm that an item is not faulty, we will return it to you and you will be liable for the return carriage.

 

3) Items faulty within the warranty period

If a fault develops after 28 calendar days from receipt, and the item is still within its warranty period, you are entitled to a warranty repair.

  • In some cases, manufacturers offer on-site service and/or telephone support, which can be the quickest route to resolution.

  • For business customers, all warranty repairs after 28 days from receipt are referred directly to the manufacturer (unless otherwise stated).

 

4) If you change your mind (consumer orders)

If you simply change your mind about a standard (non-personalised) item, you can return it provided it is unused and “as new”.

  • Our goodwill policy: You may return standard items within 7 days of receipt for a full refund or replacement.

  • Consumer distance-selling cancellation rights: If you are a consumer ordering online/by phone/mail, you generally have 14 days from receipt to cancel, and then another 14 days to return the goods. GOV.UK+2GOV.UK+2

Important exclusions and limitations

  • Personalised/engraved goods (made to your specification) are not eligible for change-of-mind cancellation/returns (unless faulty or damaged). legislation.gov.uk+1

  • This change-of-mind policy does not apply to business customers.

Refunds for change-of-mind returns

  • Where a refund is due, we will refund the product price to the original payment method once the item is received back and checked.

  • Return postage for change-of-mind returns is at your own expense.

  • Engraved or personalised goods, packing and carriage charges will not be refunded.

 

How to request a return

You can request a return using our easy-to-use online returns system (via your account), or contact us:

Telephone: 01740 621175
Office hours: 8.00am to 4.00pm, Monday to Friday