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Active Vent

Returns & Refunds Policy

This page explains how to cancel an order, return goods and get your money back. It reflects your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing here affects your statutory rights.

1. How orders work at the moment

Orders are currently placed as order requests. We confirm your order and send you a secure payment link. The contract is formed when you pay. See our Terms for details.

2. Your right to cancel (change of mind)

  • If you are a consumer, you can cancel within 14 days of the day you receive the goods, without giving a reason. If your order arrives in several deliveries, the 14 days run from the day you receive the last one.
  • Once you have told us you are cancelling, you have a further 14 days to send the goods back.
  • You pay the cost of return postage for change-of-mind returns.
  • You can open and check the goods as you would in a shop. If they have been handled more than is needed to check them (for example, fitted into a wall), we may reduce your refund to reflect the loss in value.

3. How to cancel

Tell us clearly that you want to cancel, quoting your order reference:

You can use the model cancellation form below, but you don't have to.

To: Active Vent, 235 Peniel Green Road, Llansamlet, Swansea, SA7 9BA. Email: info@active-vent.com I hereby give notice that I cancel my contract of sale of the following goods: Ordered on / received on: Order reference: Name: Address: Signature (only if this form is sent on paper): Date:

4. Where to send returns

Please post returns to:
Active Vent, 235 Peniel Green Road, Llansamlet, Swansea, SA7 9BA.

Please include your order reference. We recommend a tracked or signed-for service and keeping your proof of postage.

5. Your refund

  • We refund the price of the goods and the standard outbound delivery cost. If you chose a more expensive delivery option, we refund only the cost of our standard delivery.
  • We refund you within 14 days of receiving the goods back, or of you giving us evidence that you have sent them, whichever is earlier.
  • We refund using the same payment method you used, unless you agree otherwise. We don't charge a fee for refunds.

6. Faulty or incorrect goods

If goods are faulty, not as described or not what you ordered, your rights under the Consumer Rights Act 2015 apply, whether or not you are within the 14-day cancellation period:

  • Within 30 days of delivery, you can reject the goods for a full refund.
  • After that, you can ask for a repair or replacement. If that is not possible or doesn't fix the problem, you may be entitled to a price reduction or a refund.
  • We pay the return costs for faulty or incorrect goods.

Please contact us as soon as you notice a problem, with your order reference and, if possible, a photo.

7. Trade and business buyers

The consumer cancellation rights above apply to consumers only, not to trade or business buyers.

8. Contact

For any question about returns or refunds, email info@active-vent.com, call 01792 002497 or use our contact form.

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