Refund policy

Our Approach to Returns

We want buying from Ayles Group to feel low-risk, whether you're a tradesperson ordering equipment you'll rely on daily or someone picking up a single item for a one-off job. Because a lot of what we sell has genuinely been used and tested by our own plumbing and grounds team before it ever went on the site, we don't expect returns to be a common occurrence — but when they are needed, we'd rather the process be straightforward than something you have to fight through.

Return Window

We accept returns within 30 days of the date of delivery, not the date of purchase, which gives you a full window from when the item actually arrives rather than one that starts eating into itself while your order is still in transit. For a return to be accepted, the item needs to be unused and in its original packaging, in a genuinely resalable condition — not just "barely used," but the kind of condition that means it can go straight back onto the shelf for the next customer without us needing to discount or dispose of it.

What Counts as Resalable Condition

An item is considered resalable if it hasn't been fitted, assembled, worn on-site, or exposed to conditions that would leave marks, wear, or contamination — for example, a visor that's been worn during actual work, or a filtration component that's already been installed and run water through it, generally can't be resold as new and may not qualify for a full refund. If you're unsure whether a specific item you've received will qualify, it's always worth checking with us at info@aylesgroup.co.uk before returning it, rather than finding out after it's already been sent back.

Damaged, Defective, or Incorrect Items

If your order arrives damaged in transit, turns out to be defective, or simply isn't what you actually ordered, we cover the full cost of return shipping — this one is entirely on us, no exceptions, and it doesn't count against your standard 30-day window in the sense that we'll always work with you even if you're a little outside it in genuine cases of a fault on our end. Just email info@aylesgroup.co.uk with your order number and, where possible, a photo showing the issue, and we'll get a replacement or refund arranged promptly without asking you to jump through unnecessary hoops. For anything safety-related — a visor with a crack, for instance — flag it immediately rather than continuing to use it, since we'd always rather replace it than have it fail on a job.

Change-of-Mind Returns

If you've simply changed your mind about an item — nothing wrong with it, it's just not what you needed after all — you're still welcome to return it within the same 30-day window. In this specific case, however, the cost of return postage falls to the customer rather than to us, which is standard practice and reflects the fact that nothing about the item or the order was actually our error. We'd recommend using a tracked shipping service for change-of-mind returns, since we can't issue a refund for an item that doesn't arrive back with us and there's no way for us to confirm a delivery we never received.

Items That Can't Be Returned

A small number of items aren't eligible for change-of-mind return once opened or used, primarily for hygiene and safety reasons — this mainly applies to certain PPE and filtration components that can't be verified as unused once out of sealed packaging. Where this applies to a specific product, it will be noted clearly on that product's page, so you'll know before you buy rather than discovering it at the point of trying to return something.

How to Start a Return

To begin a return of any kind, email info@aylesgroup.co.uk with your order number and a brief note on the reason for the return. We'll reply, usually within one working day, with confirmation of the return address and any next steps needed on your end — please hold off on sending anything back until you've heard from us, so we can make sure it's routed correctly and matched up to your order.

Refund Processing

Once we've received the returned item and confirmed it meets the condition requirements above, we'll process your refund back to the original payment method used at checkout. Refunds are typically processed within 5–10 working days of the item arriving back with us, though it can occasionally take a few additional days for the refund to appear in your account depending on your bank or card provider. We'll email you to confirm once a refund has been issued on our end.

Exchanges

We don't currently run a formal exchange process — if you need a different size, variant, or product entirely, the simplest route is to return the original item under the relevant policy above and place a new order for the item you actually need. If you're unsure what to order, get in touch first and we can point you in the right direction before you buy again.

Trade and Bulk Order Returns

For trade customers who've placed bulk or recurring orders, the same core policy applies, but given the larger scale involved we'd ask that you contact us directly at info@aylesgroup.co.uk before returning multiple items, so we can coordinate the return and refund in a way that doesn't create unnecessary admin on either side.