Delivery, Cancellations & Returns

This policy applies to orders placed directly on onepointuk.co.uk. It forms part of our Terms & Conditions and does not affect your statutory rights.

1. Delivery

Where we deliver

Direct website orders are delivered to addresses in the United Kingdom only. Any geographic limitation or special delivery condition will be shown before checkout.

Charges and carriers

Standard UK Delivery is £2.71. Delivery is free for eligible orders of £25 or more. The amount shown at checkout is the amount that applies to your order. We currently use Evri for website orders. The service selected depends on parcel size, weight, destination and availability.

Dispatch, tracking and split deliveries

We aim to dispatch within the timeframe shown on the product or checkout page. When tracking is available, it will be included in your dispatch confirmation. Items in the same order may arrive separately, particularly where they are supplied by different sellers or locations. You will not be charged an additional standard delivery fee solely because we split an order.

Delivery times, delays and risk

Delivery estimates are estimates unless we expressly agree a guaranteed date. Unless a different period is agreed, goods will be delivered without undue delay and no later than 30 days after the contract is made. We remain responsible for the goods until they are delivered to you, or to a person you identified to receive them. If tracking shows a problem, an item is materially delayed or a parcel has not arrived, contact us promptly so we can investigate.

Address accuracy and missed delivery

Please check the delivery address before placing the order. If you notice an error, contact us immediately; we cannot guarantee an address can be changed after dispatch. Where a carrier cannot complete delivery, follow the carrier’s instructions for redelivery or collection. Additional costs caused by an incorrect address or an uncollected parcel may be charged where the law allows and where the cost was reasonably incurred.

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2. Cancelling an order

Before dispatch

Contact us as soon as possible. If the order has not entered dispatch, we will try to stop it and issue the appropriate refund. If it has already been dispatched, you can still use your cancellation rights after delivery, subject to the exceptions below.

Your 14-day right to cancel

If you are a consumer buying online, you may normally cancel without giving a reason from the time the contract is made until 14 days after the day you receive the goods. If one order is delivered in separate parts, the period normally runs from the day after you receive the final part. Different rules apply to certain excluded goods listed below.

How to tell us

Email info@onepointuk.co.uk or call 07341 845744. Include your name, order number, the item(s) concerned and a clear statement that you wish to cancel. You may use the optional cancellation form at the end of this page. Please wait for the correct return instructions and address before sending anything.

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3. Returning an item

• Contact us first. We will confirm the correct return address and any seller-specific instructions.
• Send it in time. For a change-of-mind cancellation, send the goods back within 14 days after telling us you wish to cancel.
• Pack it securely. Include the order number and protect the item from damage in transit.
• Keep evidence. We recommend a tracked service and proof of postage.
• Return all relevant parts. Include accessories, manuals and promotional items supplied with the product where reasonably possible.

For an unwanted item, you are responsible for the direct return cost unless we agree otherwise. We will cover reasonable return costs when goods are faulty, damaged, incorrect or not as described. Do not send a return to our registered office unless we specifically instruct you to do so.

You may inspect goods as you would in a shop. We may reduce a refund to reflect a loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

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4. Refunds

For a valid cancellation, we will refund the price paid and, where applicable, the cost of our least expensive standard delivery option. We do not have to refund the extra cost of an enhanced delivery service you chose.

We will refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that they were sent back. We may withhold the refund until then. Refunds are made to the original payment method unless you expressly agree otherwise, and we do not charge a refund fee.

Your bank or payment provider may take additional time to display the credit after we process it. Original delivery is not refunded for a partial return unless the law requires otherwise.

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5. Faulty, damaged, incorrect or not-as-described goods

Contact us promptly and include your order number, a description of the problem and photographs where useful. We will explain the appropriate next step and provide return instructions where required.

Goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances and the time since delivery, your legal remedies may include rejection for a refund, repair, replacement, price reduction or a final right to reject. We will cover reasonable return costs where the goods are faulty, damaged, incorrect or not as described. Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable law.

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6. Items excluded from change-of-mind cancellation

Legal exceptions may apply, including to:

• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods not suitable for return for health protection or hygiene reasons once unsealed;
• sealed audio, video or computer software once unsealed;
• goods that become inseparably mixed with other items after delivery; and
• newspapers, periodicals or magazines, other than subscriptions.

Any relevant exception will be identified before purchase where appropriate. These exceptions do not remove your rights where an item is faulty, damaged, incorrect or not as described.

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7. Exchanges

We do not guarantee direct exchanges. The quickest option is often to return an eligible item for a refund and place a new order. Contact us first and we will confirm the options available.

Optional model cancellation form

To: Valenor Group Limited trading as OnePointUK, info@onepointuk.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

• Order number:
• Goods ordered:
• Order date:
• Date received:
• Customer name:
• Customer address:
• Date of cancellation notice:

For an email cancellation, typing your name is sufficient. You do not need to use this form; any clear statement of cancellation is acceptable.