Returns Policy
At Workplatform, we aim to make purchasing Genie parts and accessories as straightforward as possible. If you need to return a product, please review the conditions below.
Returns Due to Customer Error or Parts No Longer Required
If you wish to return a product because it was ordered incorrectly, is no longer required, or is no longer suitable, you must contact Workplatform Ltd within 14 days of receiving the product.
Returns may be accepted subject to approval and the following conditions:
The product must be unused and in a resalable condition.
The product must be returned in its original, undamaged packaging.
The customer is responsible for arranging and paying the return carriage.
Original delivery, freight and any express shipping or handling charges are non-refundable.
A 20% restocking fee will normally apply to approved standard returns.
Workplatform Ltd reserves the right to refuse a return where the product has been used, damaged, incorrectly handled or is otherwise not in a resalable condition.
All returns must be authorised by Workplatform Ltd before being sent back. An approved Sales Order Number must be clearly stated on the external packaging.
The approval of a Return Authorisation does not guarantee a refund. The condition and eligibility of the returned product will be assessed once received by Workplatform Ltd, with the final decision based on the applicable return conditions.
Returns Due to Workplatform Ltd Error
If Workplatform Ltd supplies an incorrect part or a product arrives damaged in transit, you must notify us within 14 days of receiving the product.
Where the return is confirmed as being due to an error by Workplatform Ltd or damage in transit, we will provide the necessary return instructions and, where applicable, arrange collection or cover the reasonable return carriage costs.
Where appropriate, a replacement product or refund will then be arranged.
Restocking Fee
Approved standard returns due to customer error are subject to a 20% restocking fee, unless the return is due to an error by Workplatform Ltd or the product was damaged in transit.
Returns Requested Outside the 14-Day Period
Returns requested more than 14 days after receipt may be considered at the discretion of Workplatform Ltd and are subject to prior approval.
If an exceptional return is approved, any refund or credit will normally be based on the original invoice value of the product, excluding delivery, freight and applicable handling charges.
Products returned without prior authorisation may be refused and returned to the customer at their expense.
Products Excluded From Returns
Certain products cannot be returned due to their nature, condition or because they are made or supplied specifically to order. This includes:
Products with an individual net value below £25
Hardware, including fasteners, washers, nuts, bearings, snap rings, shims and springs
Decals and labels
Seal kits
Refurbished or obsolete parts
Used or installed products
Cut-length wire, cable, tubing or similar products
Non-stocked or specially fabricated parts
Covers, tyres and hubs
Batteries and hazardous goods, including oils and oil-based products
Electronic controls, circuit boards and programmable items
Fibreglass covers
Any product that has been modified, damaged or otherwise made unsuitable for resale
Return Window
Once a return has been authorised, the product must be returned within 7 days of the Return Authorisation date.
Returns received after this period may be refused.
How to Request a Return
To request a return, please contact the Workplatform Ltd Parts Department before sending any goods back.
Your return request should include:
Part number, product description and quantity.
Workplatform order number, delivery number, customer order number or invoice number.
Contact name.
Telephone number.
Email address.
Reason for the return.
Workplatform Ltd will review the request and, where applicable, provide a Return Authorisation number and instructions for returning the product.
Please do not send products back without receiving prior authorisation from Workplatform Ltd.
