Returns
Essential Information for Product Returns
We continue to work closely with our customers in order to provide essential services and support during the current challenges of the Covid-19 pandemic. Our team is working very hard to keep our services running but we ask for your patience if you experience difficulties in trying to contact us at this time.
Our capacity to accept and process product returns has been altered by necessity in order to minimise the risk of infection transmission and maximise the safety of our staff in line with current government advice.
We are unable to accept any returns without a Lyon Returns Number (“Lyon Case Reference”) and Label.
Please contact our Customer Services – After Sales department (helpdesk@lyon.co.uk DD. 015396 26261) to obtain this number before sending items to us. Please also be aware that there may be a delay in responding to and processing your request as a result of the increased demands on our resources.
Thank you for your continued support and understanding.
We want you to be totally happy with your purchases from Lyon Equipment and offer a 30 day, no quibble returns policy.
If, you are unhappy with your purchase you have the right to return it to us. Any products returned should be in a new and unused condition, with labels attached and in undamaged original packaging.
Please note; we are unable to accept returns of any safety or Personal Protective Equipment (PPE) where the product has been removed from its original packaging. We are also unable to accept returns of food, any products made to your specification, products made to order or modified as per your request (bespoke marking, stickers, stamping etc.)
If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange unless the product is faulty.
To return a product please complete a Returns Form, print it out and put it inside your parcel and post to:-
Lyon Equipment Limited – Returns, Unit 3-7 Tebay Business Estate, Old Tebay, Penrith, Cumbria, CA10 3SS
For unwanted product returns (unless returned faulty under warranty or shipped to you by our error) you will be responsible for the return postage costs.
You are responsible for returning an unwanted product and we cannot be held liable for any returned products that are lost or damaged in transit. We recommend you use an appropriate recorded/ insured service and obtain proof of postage.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and we will notify you of the approval or rejection of your refund.
We aim to process your refund (less any shipping charges) back to your original payment card as quickly as we can.
Warranty Returns
If you feel your product has developed a fault under the manufacturer’s warranty, please contact us via telephone or email and we will try our best to resolve your issue as quickly as possible. In most cases we will require the products in question returned to our Customer Services Department for inspection, along with proof of purchase and any information relevant to the returned product. We will refund the return postage for products that are deemed to be faulty and under warranty.
Please note that products must be returned in a clean and dry condition, free from dirt or debris. Any returned products deemed to be unclean will be sent back to you. Additional postage costs will have to be met by you.