Refund Policy

1. About this Policy

This policy is provided by INTEGRA ISBM SOLUTIONS LTD (Company No. 17166630). Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. This policy applies to products and services ordered through this website.

2. General Principles

We aim to resolve all issues fairly and promptly. Please inspect all goods immediately upon delivery and notify us as soon as possible if you believe there is any issue with your order.

3. Standard Stock Parts

• Return requests must be submitted within 14 days of delivery.
• Products must be unused, uninstalled, free from physical damage, electrical short-circuit damage, misuse, or incorrect installation, and returned in their original packaging wherever possible.
• Products should be inspected before installation or use. Items that have been installed, modified, or used may not be eligible for return unless a manufacturing defect is confirmed.
• Unless the return is due to our error, an incorrect item supplied, or a confirmed manufacturing defect, customers are responsible for all return shipping costs.
• Original delivery charges are non-refundable unless the return is due to our error or a confirmed manufacturing defect.
• Once returned goods have been received and inspected, any approved refund will normally be processed to the original payment method within 7 working days.

4. Faulty or Incorrect Goods

If goods are believed to be faulty, damaged, or supplied incorrectly, please notify us promptly. We may request photographs, videos, or the return of the goods for inspection before determining the appropriate remedy. Where a fault or supply error is confirmed, we will, at our discretion, provide a repair, replacement, credit, or refund. Where a refund is provided due to our error or a confirmed manufacturing defect, we will also reimburse the original delivery charges and reasonable return shipping costs.

5. Transit Damage

Any visible transit damage or missing items should be reported within 48 hours of delivery, together with photographs of the packaging and goods where possible, to help us investigate and resolve the issue promptly.

6. Custom and Made-to-Order Items

Custom moulds, bespoke components, engineered products, and made-to-order items are manufactured to customer specifications and are therefore non-returnable and non-refundable, unless they are proven to be defective or not manufactured in accordance with the final approved drawings or agreed specifications.

Products manufactured in accordance with customer-approved drawings or specifications will not be eligible for return or refund due to changes in customer requirements, design preferences, or specifications after approval.

7. Service Bookings

• For Priority Service bookings, cancellation or rescheduling requests must be made at least 12 hours before the confirmed service slot. For Standard Service bookings, a minimum of 48 hours notice is required.
• Where engineer time has already been allocated or travel arrangements have been made, cancellation or rescheduling fees may apply.

8. Limitation of Liability

Our liability is limited to the repair, replacement, credit, or refund of the affected goods, as appropriate. We are not responsible for installation costs, removal costs, production downtime, loss of profits, or any indirect or consequential losses, except where required by applicable law.

9. How to Request a Return or Refund

To request a return or refund, please complete our online Returns Request Form available at: https://www.integraisbmsolutions.com/returns

Please provide your order reference, product details, photographs (where applicable), and the reason for your request. We will review your submission, confirm eligibility, and provide further instructions where applicable.

Returns must not be sent without prior approval from Integra ISBM Solutions Ltd. Unauthorised returns may be refused or returned to the sender.

Alternatively, you may contact us by email at sales@integraisbmsolutions.com if you require assistance or are unable to access the online form.