In short: you have 30 days from delivery to return any standard product. All returns go to our UK office in Borehamwood. Defective, damaged or incorrect items are replaced or refunded free of charge. Custom manufactured and personalised orders are covered separately below.
1. Your 30 Day Return Window
You may return any standard stocked product within 30 days of the date you received it, for any reason. This exceeds your statutory 14 day cancellation right under the UK Consumer Contracts Regulations 2013, which remains unaffected by this policy.
To be eligible for a change of mind return, the item must be unused, in its original condition and in its original packaging with all accessories, manuals and free gifts included.
2. Where Returns Go
Although our products are manufactured in China, all returns are handled at our UK office. You will never be asked to post anything to China.
Returns Department
Sourcing From China
5 Theobald Court, Theobald Street
Borehamwood, Greater London, WD6 4RN
United Kingdom
Please contact us before sending any return so we can issue a returns reference number. Returns received without a reference number may be delayed.
3. Defective, Damaged or Incorrect Items
If your order arrives defective, damaged in transit, or is not what you ordered, we will put it right at no cost to you. Please report the issue within 48 hours of delivery where possible, and include photographs of the item and packaging. In most cases photographic evidence is sufficient and you will not need to return the item at all.
You can choose either a full refund or a free replacement. Where a return is needed, we cover the return postage. Your rights under the Consumer Rights Act 2015 apply in full: items must be as described, of satisfactory quality and fit for purpose.
4. Change of Mind Returns
For returns that are not due to a fault or our error, you are responsible for the cost of return postage to our Borehamwood address. We recommend using a tracked service, as we cannot refund items lost in return transit. Original outbound delivery charges are refunded in line with your statutory rights when you cancel within 14 days of delivery.
5. Refunds
Once your return arrives and passes inspection, we process your refund within 14 days, to the original payment method. Depending on your bank or card provider, the money typically appears within 3 to 5 working days of processing. We will email you at each stage: return received, inspection complete, refund issued.
6. Exchanges
We are happy to exchange items for a different size, colour or model, subject to stock availability. Contact us with your order number and the item you would like instead. If the replacement is held in our UK stock, exchanges are usually dispatched within 2 working days of receiving your return. If the replacement must be produced or shipped from China, we will give you a realistic timeline before you commit, and you can opt for a refund instead at any point before dispatch.
7. Custom Manufactured and Bulk Orders
Products manufactured to your specification, personalised items, and private label or branded bulk orders are made specifically for you and cannot be returned for change of mind. This is a standard exemption under the Consumer Contracts Regulations for bespoke goods.
These orders remain fully protected against faults: if a custom order does not match the approved sample or agreed specification, or arrives defective or damaged, we will arrange a replacement production run, a repair, or a refund as appropriate. All custom orders are covered by our pre shipment quality inspection, and any claims should be raised within 7 days of delivery with supporting photographs.
8. Items We Cannot Accept Back
- Custom manufactured or personalised products, unless faulty (see section 7)
- Items returned after the 30 day window without prior agreement
- Items that have been used, installed or modified, unless faulty
- Hygiene sealed products where the seal has been broken, unless faulty
9. How to Start a Return
- Email info@sourcingfromchina.co.uk or call +44 7438 939830 with your order number
- Tell us the reason for the return and attach photos if the item is faulty or damaged
- We reply within 1 working day with your returns reference and instructions
- Send the item to our Borehamwood address, or keep it if we have confirmed a photo based resolution
10. Business to Business Orders
Orders placed by businesses (including sourcing service engagements, wholesale and trade orders) are governed by the agreed contract and quotation terms rather than consumer legislation. Quality claims on B2B orders are handled under our quality guarantee: report issues within 7 days of delivery and we will investigate with the manufacturer and arrange replacement, credit or refund as appropriate.