Our customers can return their order for an exchange or a refund within these time parameters. If a customer wants to return an order outside of these parameters, then Strangford Incubators reserve the right to decline. However, we always put our customers first and we will do our best to find you a mutually agreed solution!
- UK & Ireland – 14 Days Returns Period
- Rest of the World – 30 Days Returns Period
How does it work?
Please contact us by email firstname.lastname@example.org, by phone +44 7711 738 210 or by our Live Chat facility in order to authorise your return before sending it back to us. This will help us to identify your order and speed up the process! Orders must be sent back to us in the original resaleable condition that they were received by the customer and in the original packaging with all parts accounted for. If an item is returned after it was used or damaged by the customer, Strangford Incubators reserve the right to deduct up to 50% from the refund to recover the lost value of the item.
Once your return has been authorised, we will send a Royal Mail or Parcel Force label to your email address. Please print out this label and ensure your order is resealed in the original packaging with strong parcel tape so it is ready for travel. Stick the label on to your order and leave down to your local Post Office, or we can arrange a collection (a surcharge may apply based on Returns Reason).
Please send all returns to Strangford Incubators, 35 Londonderry Avenue, Comber, Newtownards, County Down, BT23 5ET.
Please note that for Rest of World returns, the customer must cover the cost of the shipping back to us and the cost of delivery for a replacement (if exchanging).
Products such as Disinfectants, Egg Wash Powder & Vitamins can not be returned due to biosecurity.
What if my item is Faulty (Manufacturing Defect)?
If you discover that your item may be faulty or if you can find any defects which may have occurred during the manufacturing process, please let us know immediately! We will contact our supplier and work on getting you a replacement as soon as possible. To assist us and our supplier with the return we will ask you for a photograph of the serial number and/or the checker’s initials (these can be found on the original packaging or on the item itself). We will cover the cost of the return and the delivery cost of the replacement in this instance.
What if my item has been Damaged in Transit?
If you have received your order and found that it has been damaged in transit (broken/cracked/chipped/dented), please let us know immediately! The specific courier which handled your order will be contacted and a claim will be filed. Once we have received your return, we will send you a replacement by Parcel Force 24 Hours. We will cover the cost of the return and the delivery cost of the replacement in this instance.
What if I want to return an item due to Change of Mind?
If you have received your order and would like to return it due to a ‘change of mind’, please let us know and we will guide you through the returns process. In this instance, the customer will cover the cost of the return. If the returned product has been used and not returned in a ‘resaleable condition’ then Strangford Incubators have the right to deduct up to 50% of the refund. The customer will also cover the delivery cost of any replacement (if exchanging).
What if I want to return an item which is within the Warranty?
If you have purchased an item from Strangford Incubators, it is within the valid warranty period and there is now an issue with your item, we will repair and return your incubator to you or send you the required parts. The customer will cover the delivery cost of the item to Strangford Incubators and we will cover the cost of the parts, the labour and the return or exchange of the incubator back to you.
What if my order is incorrect or has parts missing?
If you have received your order from Strangford Incubators and have found that the order is incorrect, please contact us immediately! We will do whatever we can to remedy this for you as unfortunately human errors can occur in any workplace. If the item is incorrect, we will organise a return for you and an exchange at our expense. If there are any parts missing please assist us and our supplier by sending us a photograph of the serial number and/or the checker’s initials (these can be found on the original packaging or on the item itself). We will then send you the missing parts at our expense.
When do I receive my Refund or Replacement?
Once we have received a return and we have been able to identify that the item is in a ‘resaleable condition’, we will then process your refund for you or send you your replacement (if exchanging). Refunds can typically take up to 5 working days, but this is dependent on your bank/card issuer. Once we have processed your refund you will receive a returns confirmation email and if you have requested an exchange then you will receive your replacement within 2-3 working days.