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Returns & Refunds Policy

Colbrook Supplies Direct Ltd

Unit 7, Block 7, Roseberry Lane, Chapelhall Industrial Estate,

Airdrie, North Lanarkshire, ML6 8QH

Tel: 01236 755544 Email: [email protected]

Last updated: October 2025

1. How to Request a Return

Registered customers can request a return directly through their online account:

  1. Log in to your Colbrook account.

  2. Open the relevant order.

  3. Click “Return Items” and select the products and reason for return.

  4. Our team will review your request and confirm by email.

Alternatively, you can contact [email protected] or call 01236 755544 for help

You can also raise a helpdesk ticket

2. Standard Returns

You may return unworn, unused, and unembroidered items within 30 days of delivery for a full refund or exchange.

Items must be in their original packaging and condition.

3. Personalised or Embroidered Items

Because personalised items are made to order, we cannot accept returns or offer refunds unless the goods are faulty, damaged, or incorrect.

4. Refund Process

Once returned goods are received and checked, we will:

  • Approve the return in your Odoo account.

  • Issue a refund to your original payment method or account credit (as applicable).

    Refunds normally appear within 5–10 working days after approval.

5. Return Costs

If an item is faulty, damaged, or supplied in error, we will cover return carriage.

If returning for another reason (e.g. wrong size), you are responsible for return shipping.

6. Faulty or Damaged Goods

Report any issues within 3 working days of delivery.

Include photos if possible to speed up assessment.

7. Exchanges

Exchanges can be requested through the same return process.

We will dispatch replacement items once the original goods are received and approved.

8. Contact

For any questions about returns, contact:

📧 [email protected] 📞 01236 755544