Returns Policy
This is the Returns Policy of TrAchem Limited T/A Oil Store.
Oil Store is committed to providing high-quality products and excellent customer service. This Returns
Policy outlines the conditions under which products may be returned, the process for requesting a
return, and the responsibilities of both Oil Store and its customers.
This Returns Policy applies to purchases made by business customers. If you are a consumer
(purchasing for personal, not business, use), you may have additional rights under the Consumer Rights
Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations
2013, including a 14-day right to cancel distance contracts and a 30-day right to reject faulty goods.
Nothing in this policy affects those statutory rights. Please contact us if you have a query about your
rights as a consumer.
By placing an order with Oil Store, customers acknowledge and agree to the terms of this Returns
Policy. This Returns Policy should be read alongside our Terms and Conditions of Sale.
1. Requesting a Return
1.1. All returns must be authorised by Oil Store prior to the goods being returned. To request a
return, customers should contact our Customer Service team, providing the customer name,
order or invoice number, product description, quantity, batch or lot number, reason for return,
and photographs where applicable.
1.2. Following review, Oil Store will issue a Return Merchandise Authorisation (RMA) number
together with return instructions. Goods returned without prior authorisation may be refused.
2. Conditions for Return
2.1. Unless otherwise agreed in writing, products will only be accepted for return where the
customer has notified Oil Store within seven (7) days of the original delivery date, and when
they:
• are returned within thirty (30) days of the original delivery date;
• remain unused;
• are in their original manufacturer’s packaging;
• retain all original labels, seals and batch identification;
• have not been opened or tampered with;
• have been stored in accordance with the manufacturer’s recommended storage
conditions;
• are received in a condition suitable for resale; or
• were supplied by Oil Store in error (including the incorrect product, quantity, pack size
or grade), or are confirmed to be faulty, defective or not in accordance with the agreed
specification.
3. Products Not Eligible for Return
3.1. Special-order products, non-stock items, opened containers, products with broken seals,
contaminated or damaged goods, incorrectly stored products, clearance/discontinued stock,
and expired products are generally non-returnable unless supplied incorrectly or confirmed
defective.
4. Incorrect Goods Supplied
4.1. Incorrect goods should be reported within seven (7) days. Oil Store will arrange collection
and replacement or credit where appropriate.
5. Damaged Deliveries
5.1. Deliveries should be inspected on arrival. Damage or shortages should be reported within
48 hours and supported with photographs where possible.
6. Product Quality Complaints
6.1. Quality concerns should be reported immediately with batch numbers, photographs and
application details. Manufacturer investigation may be required before credit or replacement
is authorised.
7. Customer Ordering Errors
7.1. Returns due to ordering errors are at Oil Store’s discretion and may incur a restocking fee of
up to 20% of the original price, in addition to any collection charges and/or supplier restocking
fees.
8. Transportation of Returned Goods
8.1. Oil Store will arrange collection for incorrect or defective goods. Customers are responsible
for return transport costs for ordering errors and must package goods safely.
9. Inspection of Returned Goods
9.1. All returned goods are inspected. Returns may be rejected if opened, contaminated,
damaged, missing labels or otherwise not compliant with this policy.
10. Credit Notes, Refunds, and Replacements
10.1. Following approval, Oil Store may issue a replacement, credit note or refund. Processing
normally takes up to 10 working days after inspection or manufacturer approval.
11. International Orders
11.1. Export returns require prior written approval. Customers remain responsible for customs
and regulatory compliance unless otherwise agreed.
12. Limitation of Liability
12.1. Oil Store’s liability is limited to replacement, repair or refund of the original invoice value,
except where prohibited by law.
13. Contact Details
13.1. Email: hello@oil-store.co.uk
13.2. Telephone: +44 (0) 1302 723111
13.3. Office Hours: Monday to Thursday, 09:00 – 17:00. Friday, 09:00 – 16:00.
13.4. Any personal data provided in connection with a returns request will be processed in
accordance with our Privacy Policy.