Returns & Refunds Policy
Expo Direct (part of Expo Hire UK Limited) is a business-to-business supplier. All sales are made to trade customers in the course of their business and are not subject to the Consumer Rights Act 2015. There is no statutory cooling-off period for B2B transactions. By placing an order, the Buyer acknowledges that they are purchasing for business purposes only.
Cancellation Policy
If you need to cancel your order, please contact us as soon as possible. Cancellation terms depend on how far in advance you notify us:
| Notice Period | Refund Amount |
|---|---|
| More than 28 days before collection date | 75% of order value |
| 14-28 days before collection date | 50% of order value |
| Less than 14 days before collection date | No refund |
Product Condition & Returns
Used & Refurbished Items
Items sold as "Used" or "Good Used Condition" are sold as-is and as-seen. We provide detailed descriptions and photographs where available. These items are not eligible for return unless they are significantly different from what was described or have undisclosed defects.
New Items
New items may be returned within 14 days of collection/delivery if they meet all of the following conditions:
- Items remain unused, undamaged and in original packaging
- Prior written consent and RMA (Return Merchandise Authorisation) number obtained from us
- Items are not bespoke, customised, or specially ordered for you
A 30% restocking fee will apply to all approved returns. Return shipping costs are the buyer's responsibility. We recommend using a tracked, insured service.
Faulty or Damaged Items
If you discover items are faulty or significantly damaged, you must notify us within 2 working days of collection or delivery. We require:
- Written notice detailing the fault or damage
- Photographic evidence where applicable
- Goods must not be used further or altered after reporting the issue
- We must be given reasonable opportunity to inspect the goods
Subject to verification, we'll arrange a replacement (if available) or full refund. The Seller shall have no liability for defects arising from fair wear and tear, misuse, negligence, or failure to follow instructions.
Refund Processing
Approved refunds will be processed within 5-7 working days of receiving and inspecting returned goods. Please note:
- Refunds are subject to deduction of the 30% restocking fee (where applicable)
- Bank transfers may take 3-5 working days to appear in your account
- Card refunds typically appear within 5-10 working days
- Original delivery charges (if paid) are non-refundable
- Return shipping costs are not reimbursed unless goods are faulty
Non-Returnable Items
The following items cannot be returned under any circumstances except where faulty:
- Bespoke or customised items made to your specification
- Items specially ordered or sourced at your request
- Used, marked, or defaced goods (except where sold as such)
- Goods with removed or damaged original packaging
- Items that have been altered, modified, or installed
Legal Position
These terms do not affect your statutory rights under the Sale of Goods Act 1979 (as amended) where applicable. However, as this is a business-to-business transaction:
- Consumer protection legislation does not apply
- There is no cooling-off period or right to cancel without penalty
- Terms are subject to the laws of England and Wales
- We exclude all implied warranties to the fullest extent permitted by law
Need Help?
If you have any questions about returns or need to cancel an order, please contact us:
Phone: 0800 910 1100
Email: sales@expodirect.co.uk
Last updated: January 2025
Expo Hire UK Limited (trading as Expo Direct) reserves the right to amend this policy at any time. Changes will be effective immediately upon posting to this page.