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Returns Procedure

At Bristan we endeavour to offer the very best service, even when you are returning products to us. Our comprehensive returns policy has been revised to simplify the returns process.

If you are a consumer and have purchased direct from a Merchant, please return your item to the merchant or retailer you purchased it from. If you are a merchant or retail channel partner please find more details below.

CONSUMER return if you have purchased from our website or direct from Bristan and need to return goods purchased direct from Bristan please note, if not required we have a three months’ returns policy good must be returned as sold.

To request a return this must be emailed with our order details and parts/products you wish to return within the three months to returns@bristan.com (you will get an automatic reply confirming your request)

We will advise on how to return when we reply.

Merchant How to Arrange a Return

We will accept returns, by prior agreement, up to three months after original delivery to you (see clause 5.2 of the General Terms and Conditions of Sale). After this period, returns of non-faulty product will not be accepted. All return requests must be emailed to returns@bristan.com.  You will receive an automatic email by reply confirming we have your request.
Please include in your email the following:

• Confirmation that you have the goods on the premises, always include full product code of product you wish to return and quantity.  If your company raises a returns debit note this will be required before we can action the return or any returns references your company advises, please attach to / or note in the email return request.

• Your company name & address in full

. The exact reason for the return faulty (specific fault reason required), damaged (specific damage reason required) or not required etc), sometimes picture of damage will be required.

• If goods are not required, please provide your authorisation for the restock fee on the email.

• Our order no which can be found on the dispatch note, your purchase order reference, or our invoice. 

• Your account number
• Contact name & telephone number.  Please note we will respond to email address return request comes from.

• How many OUTER packages there are for collection as ALL GOODS MUST BE PACKED IN OUTER PROTECTIVE PACKAGING. Do not return your product until our returns team have contacted you and supplied you with an authorised returns reference (‘RMA number’).

For Large Numbers of Returns

If you have large numbers of products (to the value of £300 plus) for return, please seek authorisation from your Bristan Area Sales Manager before emailing your request to the Returns Team.

For Products with Missing Parts

In the unlikely event that you have received your products and parts are missing, please contact our Customer Service on 0330 0266273.

For Products of Low Value (£25 or less)

To keep our product costs competitively priced, we cannot arrange for low value items to be collected. To return low value items please quote your authorised RMA reference and post back to our Bristan distribution centre using our freepost reference: FREEPOST MID18461. Please make sure the product is adequately protected and is sent FAO RETURNS DEPARTMENT clearly stating the RMA reference.

If the goods have not been returned within 30 days of the collection request date, the RMA (Bristan Authority Reference) will be cancelled.


Please note that no claim will be considered before an engineer’s visit and/or product test has been arranged by us.

Our standard procedure in the case of any claim is to arrange for an engineer to assess the installation, product and any damage caused. A deferred payment (usually a credit card shadow payment that is only chargeable if the engineer’s visit is deemed not to be covered by our warranty conditions) is required for this service and a payment will be levied for out of warranty customers.

For full terms and conditions, please speak to one our Customer Service team’ when arranging an engineer’s visit.

If any work is carried out on the product without our prior consent will be invalidated and any subsequent claim, if successful, will be limited to our standard engineer call out rate, applicable at the time of the claim.

To arrange an engineer’s visit please contact our Customer Service Department on 0330 0266273, or by email to customercare@bristan.com.

Restocking Fees

Providing prior agreement is received from a Bristan sales representative, non-faulty product can be returned to Bristan, if the product and product packaging are returned in a re-saleable condition, and within three months of its original delivery to you (see point A). However, a re-stocking charge of 25% of the net invoice price will apply.

There is no charge for returning faulty products to us although please note, any goods returned to us as faulty will be inspected to verify the fault. If no fault is found and the products are deemed to be in good condition, we will deduct an automatic restocking fee of 25% when we credit your account. If no fault is found and the product and packaging are not in re-saleable condition, then the product will NOT be credited.

How Your Request is Dealt With

Your request will be inputted onto our system, and you will receive an email from us with how your collection will take place.
The goods should be on the premises when you request the return.  If not, please advise that you do not have the goods back yet when requesting your return.

Please follow our packaging instructions to return the goods.  The outer package must be clearly marked with our RMA reference and collection bar codes, as emailed direct from the courier (all not required returns must be in outer packaging no labels should be on the product branded packaging).
Following receipt of your collection request, our carrier will email you the bar codes for your outer package along with our collection note via email.  The carrier will not collect without a collection note.  If you have more than one carton this should have been noted and each carton must have the courier collection bar code on as the carrier cannot collect without.

You must ensure that you have proof of collection before the driver leaves your premises.  The courier will email you a consignment note to validate your return when the driver collects the package/s.  The note is your proof of collection this must be signed and dated.  With the driver’s full name written out for clarity and must include the full registration of the collection vehicle.

These procedures have been designed to ensure your returns are handled in the quickest and most efficient way. Unfortunately, if goods are refused due to these procedures not being followed or the carrier is turned away, the RMA will be cancelled and you will need to request again - this will carry an additional administration fee of £ 15.00 which will be deducted from the credit value.
Inspection upon Receipt

Upon receipt of the returns, the goods will be inspected and following authorisation, a credit note will be issued, automatically within five working days.

Returns Contacts

Please contact the returns team should you require further information.
Tel:  0330 0266278
Email: returns@bristan.com