Returns Policy

For the return of all unwanted ZUMTOBEL, acdc and other goods (excluding Thorn, and Thorn Eco brands*) please email a completed Return of Goods form requesting authority to return to For additional assistance telephone: 0191 301 3082. Customers should not raise any debit notes before an agreement number has been issued, as we cannot consider any unauthorised debit notes for return of goods and will request you to cancel the debit note immediately.

*For the return of THORN and THORN ECO Brands please refer to the THORN Returns Policy
All requests for return of goods should be referred to our disputes department.

We will look to respond to requests to return of goods within 48 hours. Once agreed the authorisation is only valid for 30 days. All goods must be returned to our distribution centre, (details on the returns form), within this time to be accepted.

For all returns please ensure packaging is secure and products on pallets are adequately secured, a copy of the returns note must be affixed to the pallet or package in a clearly visible position to enable us to identify the product and customer on return to our warehouse.

What Products can be returned?
Not all products are accepted for return.
Any modified or custom products are unreturnable.
Other products have a returns group and upon application to return goods our disputes team will assess your products against the assigned returned group.
Return Group 1,2,3 and 5 – 50%

Criteria for Returnable Products
We are willing to consider the return of unwanted Products (as defined above) as long as they are unused and with packaging in pristine condition. Our interpretation of pristine, is cartons generally clean, but can have minor marking’s, the boxes can be slightly scuffed, but free from holes, indentations and the general construction of the cardboard should be intact and not collapsed through damp or squashing, particularly in the corners. It should be clear that the condition of the carton has protected the product inside from damage. To help you determine this we will not accept back any product that you would not be prepared to resell to your customers or buy yourself.

Products to be returned must have been purchased no more than 6 months ago. The date code on the carton must also show the product to be no more than 1 years old.

If products are received in our distribution centre which are older than the maximum of 1 year, or the product is in a condition that renders it non saleable, we will ask our customer if they want to collect it and they will be requested to withdraw the debit note. If no response after 5 days the product will be scrapped.

All these products will be accepted back with a handling charge provided the following applies:
  1. In good resalable condition (see above)
  2. Current range
  3. Accompanied by a Returns Agreement Number
  4. An accurate debit note that quotes the returns number and states the purchase invoice numbers
  5. Product should have been purchased no more than 6 months ago
  6. The Product was manufactured no more than 1 year ago
  7. Standard Product

Handing charges are:
Return Group 1,2,3 and 5 – 50%
Return Group 4,9 and any custom or modified product – non returnable

Our disputes team will handle the debit as fast as possible to ensure the goods are returned successfully.

The above policies do not affect your statutory rights and should be read in conjunction with our standard terms and conditions of sale available on our website.



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