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. It applies to parts ordered through this website.

2. General principles

We aim to resolve all issues fairly and promptly. Please inspect goods on delivery and contact us immediately if there is any problem.

3. Standard Stock Parts

• Return requests should be raised within 14 days of delivery.
• Items must be unused, uninstalled, free from physical damage, electrical short-circuit damage, misuse or incorrect installation and returned in their original packaging where possible.
• Approved returns may be refunded to the original payment method within 7 working days.

4. Faulty or incorrect goods

If goods are faulty, damaged, or supplied incorrectly, we will investigate and provide an appropriate remedy, such as replacement, repair, credit, or refund.

5. Custom and made-to-order items

Custom moulds, bespoke components, and made-to-order products are generally non-refundable unless faulty or not supplied in accordance with agreed specifications.

6. 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.

7. How to request a return or refund

Email sales@integraisbmsolutions.com with your order reference, product details, and reason for the request. We will guide you through next steps and confirm eligibility.