The West Group - Returns & Exchanges

The West Group (TWG) -Returns Policy

The customer shall not return goods without first giving The West Group (TWG) written notice. Within 5 days of receipt of the goods, we will issue a Returns Request Document (RRD). Click here to view an RRD sample document for guidance on the information that will be required alongside this policy. On receipt of the completed RRD, we will decide whether to accept returned goods for analysis, repair, replacement or credit. We will then notify the customer of the decision and process to be followed.

Where a fault is found during subsequent testing or use by the buyer, they should notify TWG in writing. This notification should be provided as soon as possible.

All requests should be submitted to sales@westgroup.co.uk. TWG authorise the return with the issue of a Goods Return Number (GRN). The customer should arrange return of the faulty goods within 30 days of receipt, at its own cost. If the goods are not received by us within 30 days, we will close the request.

Wherever possible, Goods are to be returned as they were delivered to ensure a full visual inspection can be completed.

In some circumstances it may not be appropriate for the Goods to be returned. In this case, TWG will issue a Certificate of Destruction.

Where the goods are found to be faulty, we will provide a full refund against the original order. We will then arrange for a replacement, as required by the buyer. Where fault is found we will also refund associated delivery costs.