Chiltern Connections

Returning an Item

In the event that you notice a problem with your order when you receive it, please notify us within 24 hours of receipt where the product has been delivered damaged, short / over delivery, incorrect goods, or where the buyer does not require the product/. OR 30 days of delivery where there is a batch discrepancy or faulty/unusable product. Please see our Returns Policy our Returns Policy HERE, and complete and return the RETURNS FORM to us via email. We will replace any goods that are incorrect, damaged or faulty on receipt, issue a refund or make good any shortage or non-delivery.

With non-defective goods you must contact us within 24 hours of receiving the goods, you then have a further 14 days to actually send the goods back. If the liability is with the customer (and the application for return has been accepted by Chiltern Connections), it is the responsibility of the customer to arrange the return.

Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by recorded delivery, registered post or courier, and to insure the goods for their full value. It is the buyer’s responsibility to ensure shipping and handling regulations are adhered to (e.g. if a good is classified as hazardous, it is the buyer’s responsibility to ensure the correct packaging, labels and transport method are used). Please see our Returns Policy for full details.

When returning an item you may choose whether you would like the goods replaced or a refund issued. Chiltern Connections may choose to collect any faulty items for inspection. If this cannot be done, we will refund the value of the missing or defective items.

Instructions for returning an item

  • Contact our Customer Services team on +44 (0)1491 824 788 to request a Returns Number (RN), stating your invoice or sales order number and the reason for the return. Complete and return via email our RETURNS FORM
  • We will email the RN to you. When you return the goods, please quote the RN number as a reference.
  • The goods should be returned in their original packaging. Ensure the goods are securely packed to avoid damage during transit. Your right to a refund or credit could be affected if the goods are not returned in a saleable condition.

If a product develops a fault during the guarantee period, we will arrange to have the product replaced.

You may return faulty or damaged items to us at your expense and we will refund the cost, but only up to a maximum of £7.95 (our carrier cost). Please note that proof of postage will be required.

You may also return items that are not damaged or defective. We will not refund the cost of postage of these items unless otherwise agreed by us. The returned items must be in a saleable condition so may not be used or opened.

Returns of non-RoHS compliant goods will not be accepted under any circumstances.

Please note: If you are returning items as a result of an error on your behalf, Chiltern Connections has the right to impose a 15% handling charge of the net invoice value.

For more detailed information concerning Chiltern Connections conditions of sale, please refer to our Terms & Conditions. These guidelines do not affect your statutory rights as a consumer.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Sales.

Sale items

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to Sales and send your item to 2 Hithercroft Court, Hithercroft Industrial Estate, Wallingford, OXF, OX10 9BT, United Kingdom.


To return your product, you should mail your product to 2 Hithercroft Court, Hithercroft Industrial Estate, Wallingford, OXF, OX10 9BT, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on your personal or business location, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

For more information, please contact us HERE.