Returns & Refunds
You have 30 days from delivery to return hardware bought from Somaform. This section lists parts requirements, pickup instructions, freight charges, and refund dates.
Return window
30 days from delivery
Return shipping
Covered by our shop for defects or dispatch errors; covered by the customer for standard returns
Refund time
3 to 10 working days after delivery to our warehouse
Refund method
Original payment route
Section · 01
Conditions
Products must be returned within 30 days from the date of physical receipt. Ergonomic equipment must be uninstalled, in pristine resellable condition, accompanied by all assembly bolts, fittings, tools, and manuals, and returned in the original protective packaging with tamper-evident labels intact.
Ergonomic seating pads, wrist cushions, and body-contact accessories that have had protective sanitary plastic wrapping broken or unsealed are permanently excluded from return eligibility on personal hygiene and health protection grounds under Regulation 28(3)(a) of the Consumer Contracts Regulations 2013.
Section · 02
Return procedure
- Submit return request to support email [email protected] along with your original order confirmation reference.
- Receive RMA return authorization paperwork and the verified UK logistics depot destination address.
- Pack items securely in original protective packaging with all foam inserts, bolts, and seals intact.
- Receive the refund within 3 to 10 business days after the returned item passes physical warehouse inspection.
Section · 03
Who pays return shipping
If a part arrives damaged, cracked, or mismatched, we pay the transit. We issue a prepaid label or book a courier collection. If you simply cancel, you pay the return postage. We charge no restocking fee.
Section · 04
Refund timing and method
We release funds within 3 working days after warehouse inspection passes. Cash on delivery shipments are paid back via wire to your bank account details. Bank transfer payments return to the source account. Banking systems post the credit within 1 to 5 working days.
Section · 05
Resolution by issue type
| Situation | What we do | Cost to you |
|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Replacement dispatch and wrong item collection | None |
| Parcel lost | Replacement unit or complete refund once the parcel trace confirms loss | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of the hardware price | Return shipping only |
Section · 06
Exchanges
To switch arm lengths, mount sizes, or models, complete the return and place a second order. We issue your refund when the original piece reaches our desk. If the change comes from our packing error, the replacement parcel travels without freight charges.
Section · 07
Cancelling an order
You can void an order at zero cost before it leaves the loading dock. Send your order code to [email protected]. If the parcel is already on the truck, use standard return terms.
Section · 08
Questions about this policy
Contact [email protected] or phone +44 191 457 9185 during Mon-Thu 07:30-16:45, Fri 07:30-15:00, break 12:30-13:30. We answer all questions within one business day.
- Merchant
- Somaform Hardware Ltd.
- Registered address
- 26 St Mary's Place, Newcastle upon Tyne, NE1 7PG, United Kingdom
- Email
- [email protected]
- Phone
- +44 191 457 9185
- Working hours
- Mon-Thu 07:30-16:45, Fri 07:30-15:00, break 12:30-13:30
- Registration
- Company No. 13580358
