FAQS - Returns and Refunds

Yes. In these circumstances the value of the original item would be credited back to your account and used against the new item. The difference of these would need to be paid and if there is a surplus, this will be left on your account to be taken off future orders.

All returned for exchange must be in their original packing with no damage to the item.

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Each item must have its own SOR number. If you have acquired an SOR number from our service team for each item, then you can return these in the same shipment. Please ensure all goods for repair or refund have the relevant serial numbers and fault descriptions listed on your digital returns form.

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Both smoke fluid and pyrotechnics can be returned as long as they are unopened and unused. We cannot accept any of these where the seal has been broken.

PLEASE NOTE: These products are extremely fragile so please take extra care when returning smoke fluid and pyrotechnics. The customer is responsible for the safe return of goods and we are not responsible for any damages made in transit. Please wrap your item (s) in sufficient packaging to make sure they are not damaged on their return to us.

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We look at each situation on an individual basis and will accept responsibility where the mistake is ours, but cannot be held responsible where the customer has made an error.

Our customer service team should receive notification that we've received your item (s). 

If you haven't received notification, please call us on 01525 850085 or email service@leisuretec.co.uk.

Click here for our faulty goods / returns policy

To get a returns slip you need to contact our customer service team on 01525 850085 who will seek to understand the problem you are experiencing with your item and then issue a returns slip via Adobe Sign.

Our returns process is below:

1. Call our service team on 01525 850085 or email sales@leisuretec.co.uk
2. A member of our team will seek to understand your issue and send you a Returns Form via Adobe Sign
3. Fill in your Adobe Sign form with as much detail as possible
4. Submit your form
5. Pack your item in a suitable box or parcel and ship it back to the address below.
   • *Please make sure the item is packed suitably. We cannot be responsible for any damage during transit.
6. Our customer service team will notify you when we've received your goods and keep you updated on the status of your return.

Click here for our faulty goods / returns policy

Warranty periods vary for all of our manufacturers. To obtain a copy of your warranty contact our customer services team on 01525 850085 or service@leisuretec.co.uk.

Please follow our standard returns process and return the goods to our usual address:

FAO: Customer Service

Leisuretec Distribution Ltd

Unit L3

Cherrycourt Way

Leighton Buzzard

Bedfordshire

LU7 4UH

Learn more about our standard returns process at the start of our Returns and Refunds FAQs

Please follow our standard returns process and return the goods to our usual address:

FAO: Customer Service

Leisuretec Distribution Ltd

Unit L3

Cherrycourt Way

Leighton Buzzard

Bedfordshire

LU7 4UH

Learn more about our standard returns process at the start of our Returns and Refunds FAQs

1. Call our service team on 01525 850085 or email service@leisuretec.co.uk
2. A member of our team will seek to understand your issue and send you a Returns Form via Adobe Sign
3. Fill in your Adobe Sign form with as much detail as possible
4. Submit your form
5. Pack your item in a suitable box or parcel and ship it back to the address below.
   • *Please make sure the item is packed suitably. We cannot be responsible for any damage during transit.
6. Our customer service team will notify you when we've received your goods and keep you updated on the status of your return.

Click here for our faulty goods / returns policy

Depending on your bank, your refund can take between 3-5 days to arrive back into your account once it has been processed by our team. Call our service team on 01525 850085 to check the status of your return.

Our delivery return address is:

FAO: Customer Service

Leisuretec Distribution Ltd

Unit L3

Cherrycourt Way

Leighton Buzzard

Bedfordshire

LU7 4UH

Returns / Faulty Goods

• The Sales Order Return (SOR) number expires in fourteen days after the date of issue.
• The company reserves the right to refuse delivery of goods that are returned without authorisation.
• The company has a re-stocking charge of 15%, which will be made for goods returned for credit that were correctly supplied. Please note that some manufacturers’ re-stocking fee is greater, and this will in turn be passed on.
• Goods will not be replaced, exchanged or credited if they are not returned in the original product packaging, with both the goods and the packaging being unmarked and in new condition and complete with all internal packaging, components, accessories and manuals.
• Goods are sold in accordance with the manufacturers’ warranty, which may vary from one manufacturer to another.  ‘Faulty out of the box’ products will normally be replaced if returned within a period of 14 days after purchase; however, this is at the company’s sole discretion.
• Goods returned ‘faulty out of box’ are tested by the company and/or the manufacturer. If goods are determined as “no fault found” the company reserves the right to either charge the re-stocking fee or return the goods to the customer.
• Please note that manufacturers will charge for their engineering & inspection time should the fault not be covered by warranty, i.e. fluid spillage, miss-use etc. In such circumstances the company will pass on these direct costs, including any carriage costs incurred.
• When the customer has trade status and is supplied at the corresponding trade prices it is expected that the customer will offer “first line service” to their customers. This service will also include confirming with the customer all faults. Some manufacturers will charge for inspection time should the goods prove not to be faulty.
• Under some circumstances the warranty period will start from the date that the customer sells the goods to the end user.  In this situation, the company will require a copy of the customer’s sales invoice to the end-user detailing the product and serial number. Goods must be returned to the company via the customer, not the end user.

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