Refund policy

Last updated: 22 July 2026

This policy explains how Tinsley Instrumentation Ltd (“Tinsley”, “we”, “us” or “our”) handles returns, cancellations, repairs, replacements and refunds for goods purchased directly from us.

The website does not currently allow customers to complete purchases or make payments online.

Orders are currently arranged directly with us, usually following an enquiry, quotation or order confirmation.

1. Scope

Our products are commonly intended for professional, industrial, electrical, laboratory and instrumentation use.

Some products may be:

• manufactured to order;
• calibrated before supply;
• configured for a particular application;
• modified to an agreed specification;
• sourced specially for a customer; or
• otherwise personalised or customised.

Return and cancellation rights may therefore depend on:

• the nature of the product;
• whether it was customised or made to order;
• the relevant quotation and order confirmation;
• whether the purchaser is acting as a business or consumer; and
• applicable law.

Nothing in this policy excludes or restricts legal rights that cannot lawfully be excluded or restricted.

2. Business and consumer purchases

Most of our customers purchase products for business or professional use.

Different legal rules may apply where an individual purchases wholly or mainly outside their trade, business, craft or profession.

Where you are a consumer, your statutory rights apply in addition to this policy.

Where there is a conflict between this policy and a right that cannot legally be excluded, the statutory right will take priority.

3. Faulty, damaged or incorrect goods

Please contact us promptly if goods are:

• faulty;
• damaged in transit;
• not as described;
• not the goods ordered;

incomplete; or

• otherwise incorrectly supplied.

Please provide:

• your name and organisation;
• the order, quotation or invoice reference;
• the product and serial number, where applicable;
• a description of the issue;
• when the issue was discovered; and
• photographs or other supporting information where reasonably available.

We may ask you to stop using the product where continued use could:

• create a safety risk;
• worsen the damage;
• affect testing or diagnosis; or
• cause further loss.

After reviewing the matter, we may arrange an inspection, return, repair, recalibration, replacement, credit or refund as appropriate.

The remedy available will depend on the circumstances, the relevant contract and applicable law.

4. Return authorisation

You must contact us before returning goods unless we expressly agree otherwise.

Goods returned without prior authorisation may be:

• refused;
• returned to the sender; or
• subject to additional handling or inspection delays.

Where we approve a return, we will provide the applicable return instructions and destination.

A return authorisation does not itself confirm that a refund, replacement or credit will be provided.

The goods may need to be inspected and tested first.

5. Non-faulty goods

Returns of non-faulty goods are accepted only where:

• we agree to the return in advance;
• the applicable contract permits the return; or
• return is required by law.

Where a discretionary return is approved, goods should ordinarily be:

• unused;
• complete;
• in their original packaging;
• accompanied by all accessories, manuals and certificates;
• free from damage or contamination; and
• in a condition suitable for resale.

We may make a reasonable deduction or charge where permitted to reflect:

• missing items;
• damaged packaging;
• testing or inspection;
• recalibration;
• cleaning or decontamination;
• reduced value;
• restocking;
• return carriage; or
• other reasonable costs caused by the return.

Any deduction or charge will be subject to the relevant contract and applicable law.

6. Made-to-order and customised products

Products manufactured, calibrated, configured, modified or sourced to a customer’s specific requirements are generally not returnable merely because the customer changes their mind.

This may include products:

• manufactured to an agreed specification;
• specially calibrated;
• marked or labelled for a customer;
• modified for a particular voltage, range or application;
• incorporating customer-requested connectors or accessories; or
• specially sourced and not ordinarily held in stock.

This does not affect rights relating to faulty, misdescribed or incorrectly supplied goods, or any other right that cannot lawfully be excluded.

7. Cancellations before dispatch

Please contact us as soon as possible if you wish to cancel or change an order.

We will consider whether cancellation is possible, taking account of:

• whether the order has been accepted;
• whether manufacturing or configuration has begun;
• whether goods have been ordered from a supplier;
• whether calibration, testing or certification has begun;
• whether the goods have been dispatched; and
• costs already reasonably incurred.

Where cancellation is accepted, we may require payment of reasonable costs or losses directly arising from the cancellation where permitted by the contract and applicable law.

We will not impose a cancellation charge that is unlawful or disproportionate.

8. Consumer cancellation rights

Where a qualifying consumer purchase is made at a distance or away from our business premises, the customer may have a statutory right to cancel within a specified period.

Exceptions may apply, including to certain goods made to the consumer’s specifications or clearly personalised.

Because the website does not currently accept online orders, the applicability of these rights will depend on how the relevant direct purchase was agreed.

Consumer customers should contact us promptly for information about the rights applicable to their particular purchase.

Before online consumer sales are introduced, this section must be replaced or supplemented with detailed pre-contract cancellation instructions and a model cancellation form.

9. Return transport

We will confirm responsibility for return transport when authorising a return.

Where goods are faulty, incorrect or damaged when supplied, we will arrange or reimburse reasonable return costs where required.

For discretionary returns of non-faulty goods, the customer will usually be responsible for:

• arranging secure transport;
• appropriate packaging;
• insurance in transit; and
• return costs.

Sensitive, calibrated, heavy or specialist equipment must be packaged and transported appropriately.

Customers should retain evidence of dispatch.

10. Inspection and testing

Returned products may be inspected or tested to:

• confirm the reported fault;
• assess condition;
• check completeness;
• identify misuse or external damage;
• determine whether calibration has been affected; and
• determine the appropriate remedy.

Where no fault is found, or damage resulted from misuse, unauthorised modification, incorrect installation or circumstances outside our responsibility, reasonable inspection, testing and carriage charges may apply where permitted.

11. Refunds

Where a refund is approved, it will normally be made using the original payment method where reasonably possible.

The timing of the refund may depend on:

• receipt of the returned goods;
• completion of inspection or testing;
• the reason for the return;
• applicable law; and
• the payment provider.

Delivery and related charges will be refunded where required by law or expressly agreed.

For discretionary returns, original delivery charges and return costs may not be refundable.

12. Repairs, calibration and servicing

Where a product is returned for repair, calibration or servicing, separate terms, inspection fees or quotation procedures may apply.

We may need to inspect the product before confirming:

• whether repair is possible;
• the repair or calibration price;
• the anticipated lead time; and
• whether replacement would be more appropriate.

13. How to request a return, cancellation or refund

Please contact us before returning goods and provide the relevant order details.

Tinsley Instrumentation Ltd
1 Warner Drive
Springwood Industrial Estate
Braintree
Essex
CM7 2YW
United Kingdom

Telephone: 01376 335271
Email: info@tinsley.co.uk
Website: www.tinsley.co.uk