Returns & Refunds

All products ordered are covered by our 30-day return policy.

We hope that you are happy with your purchase, but if something is not quite right, please follow the information below so that we can deal with your return as quickly as possible.

Nothing in this policy affects your statutory consumer rights.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, incomplete or you believe that you have received the wrong item, please contact us before returning anything:

help@henrybags.co.uk

Please include your order details and a clear description of the problem.

For damaged items, we may ask you to provide clear photographs of the item, its packaging and any visible damage. Please retain the item and packaging until we have advised you what to do.

For a suspected fault, we may also request photographs, video or other reasonable information to help us identify the problem. With vacuum cleaner parts, what appears to be a faulty replacement part can sometimes be caused by another fault, incorrect fitting, a blockage or a compatibility issue with the machine.

Please do not return a damaged, faulty or incorrect item without contacting us first. Depending on the circumstances, a return may not be necessary and we may be able to resolve the problem by supplying a replacement, providing fitting advice or taking another appropriate course of action.

Where goods are faulty, damaged, incorrectly supplied or not as described, we will deal with the matter in accordance with your applicable statutory consumer rights.

Changed Your Mind or Ordered the Wrong Part

If you have changed your mind or ordered an incorrect or incompatible part, you can return it within 30 days of receipt.

Unless your statutory rights provide otherwise, the item should be returned in its original condition and with its original packaging where reasonably possible.

Customers are responsible for the cost of returning unwanted items or parts ordered incorrectly.

We strongly recommend using an appropriate tracked postal service. The returned item remains your responsibility until it reaches us.

Please package returned items carefully. We may make an appropriate deduction from a refund where an item has been handled beyond what is reasonably necessary to inspect it, or has been damaged while in the customer's possession, where permitted by law.

Genuine & Compatible Replacement Parts

We sell a mixture of genuine Numatic parts and compatible replacement parts manufactured by third parties. The product listing will state where a part is genuine or compatible.

Please check the product description carefully before ordering. A product described as compatible is not a genuine Numatic-manufactured part.

This is particularly important when purchasing replacement motors. Where a compatible motor has been clearly advertised and supplied as a compatible/non-genuine replacement, the customer's assumption that the motor would be a genuine Numatic part is not considered a product fault or an error on our part.

We will not provide a free return label, reimburse return postage or provide a partial refund simply because a customer expected a clearly advertised compatible motor to be genuine. If the customer does not wish to keep the motor, it may be returned under our normal change-of-mind returns policy, with the customer responsible for the return postage.

This does not affect your statutory rights where an item is faulty, not as described or has been supplied incorrectly.

How to Make a Return

Please send returns to:

Ashfield Appliance Spares Ltd
11 Mansfield Road
South Normanton
DE55 2ER
United Kingdom

Please include a note inside the parcel containing:

• Your name

• Address

• Contact telephone number

• Order number, if available

• Product description

• Date the order was placed

• Reason for return

Once your return has been received and inspected, we will process any refund due. Please allow up to 7 working days after processing for funds to appear in your account, depending on your bank or payment provider.

International Returns

Our 30-day return policy also applies to eligible international orders.

If an international customer changes their mind, orders the wrong item, orders an incompatible part, or otherwise wishes to return an item that is not faulty or incorrectly supplied, the customer is responsible for arranging and paying the return postage to the United Kingdom.

We do not provide prepaid international return labels for change-of-mind, incorrectly ordered or incompatible items.

Please contact us before sending an international return so that we can provide any necessary return instructions.

International returns should be clearly identified as returned goods on any postal or customs documentation. Customers are responsible for completing the return customs declaration accurately.

We strongly recommend using a tracked return service and retaining proof of postage until your refund has been completed. We cannot accept responsibility for a return parcel that does not reach us.

Damaged, Faulty or Incorrect International Orders

If an international order has arrived damaged, faulty, incomplete or incorrectly supplied, please do not return it at your own expense without contacting us first.

Email help@henrybags.co.uk with your order details and clear photographs of the item, packaging and damage or fault where applicable. We may request additional photographs, video or other reasonable information where necessary to assess the problem.

Once we have assessed the issue, we will advise you of the appropriate next step. Depending on the product, value and nature of the problem, we may be able to resolve the matter without requiring the item to be returned.

Where a return is necessary because goods are faulty, damaged, incorrectly supplied or not as described, we will deal with reasonable return costs and the available remedy in accordance with the consumer rights applicable to the order.

International Customs Charges

For destinations where duties and import taxes are not collected at checkout, any import VAT, sales tax, customs duty, clearance charge, handling fee or other import charge imposed by the destination country, customs authority or local delivery service is the responsibility of the recipient and will not be paid or reimbursed by Henry Bags.

By placing an order for delivery to one of these destinations, the customer accepts responsibility for any such charges that become payable before or upon delivery.

If a customer refuses to pay applicable import charges and the parcel is subsequently returned to us, any refund will be processed only after the goods have been returned to us and inspected. Where permitted by applicable law, we reserve the right to deduct any non-refundable original postage, return-to-sender charges, customs charges or carrier fees that we have incurred as a result.

For destinations where duties and import taxes are collected at checkout, we use a Delivered Duties Paid (PDDP/DDP) service. The recipient should not normally be required to pay additional import taxes or customs duties when the parcel arrives.

Duties and import taxes collected at checkout are calculated using the information available when the order is placed. Customs authorities make the final assessment and, in exceptional circumstances, additional charges may arise.

Duties & Taxes When Returning an International Order

Import duties, taxes and customs charges can be treated differently by different countries.

Where duties or import taxes were collected when the original order was placed, any refund of those charges will depend on the circumstances of the return and whether those amounts are recoverable after the goods have been imported.

We cannot guarantee that customs duties, import taxes, clearance fees or other charges imposed by a foreign authority or carrier can be recovered or refunded.

Any customs charges incurred because a return has been incorrectly declared by the customer may be deducted from the refund where permitted by applicable law.

Please contact us before making an international return if you are unsure how to complete the customs declaration.

Parts Promise

Our 12 Month Parts Promise is an additional benefit available only on qualifying products where the Parts Promise is specifically stated on the product listing.

The Parts Promise is available to UK customers only and does not apply to orders delivered outside the United Kingdom.

This does not affect any statutory rights that an international customer may have under the laws applicable to their purchase.

For qualifying UK purchases, if the covered part fails through normal use within 12