Refund policy

RETURN & REFUND POLICY

Last updated: February 2026

This policy applies to purchases made through https://srvhub.co.uk.

SRV Hub is operated by SRVertex LTD (Company No. 09618630), registered in England and Wales.

Registered Office and Trading Address:
Warehouse 4A
Kingfisher House, Restmor Way
Hackbridge
Surrey
SM6 7AH
United Kingdom

Customer Service: cs@srvhub.co.uk

1. Your Statutory Right to Cancel (Consumers)

If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

To exercise your right to cancel:

  • You must notify us within 14 days of delivery.

  • You then have a further 14 days to return the goods.

Refunds will include:

  • The full price paid for the goods

  • The cost of standard delivery only

You are responsible for return postage unless the goods are faulty or misdescribed.

Refunds will be processed within 14 days of receiving the returned goods.

2. Our Extended 28-Day Returns Policy

In addition to your statutory rights, we offer a voluntary 28-day return period from the date you receive your order.

To qualify:

  • Items must be unused

  • In original packaging

  • In re-saleable condition

  • With all tags, seals and accessories intact

Return postage costs are the responsibility of the customer unless the product is faulty.

We reserve the right to reduce the refund if the value of the goods has been diminished through excessive handling beyond what is necessary to inspect them.

3. Faulty or Damaged Goods

Your rights are protected under the Consumer Rights Act 2015.

If goods are faulty:

  • Within 30 days of delivery, you are entitled to reject the goods for a full refund.

  • Between 30 days and 6 months, we may offer a repair or replacement.

  • After 6 months, you may need to demonstrate that the fault was present at delivery.

If a fault is confirmed, we will cover reasonable return postage costs.

We may request photographs or return of the item for inspection before issuing a refund or replacement.

4. Items Not Eligible for Return

We cannot accept returns for:

  • Personalised or custom-made items

  • Opened liquid products

  • Used hygiene or personal care items

  • Items damaged through misuse, neglect or normal wear and tear

  • Gift cards or digital products

This does not affect your statutory rights in relation to faulty goods.

5. Business-to-Business (B2B) Orders

Orders placed for trade, resale or bulk quantities may be treated as business-to-business transactions.

Business purchases are not covered by consumer cancellation rights.

Business customers must inspect goods upon delivery and report defects within 48 hours.

Our liability for B2B sales is limited to the price paid for the goods.

6. How to Return an Item

Before returning an item, please contact us at:

cs@srvhub.co.uk

Include your:

  • Order number

  • Full name

  • Reason for return

Return address:

Returns Department
SRV Hub
SRVertex LTD
Warehouse 4A
Kingfisher House, Restmor Way
Hackbridge
Surrey
SM6 7AH
United Kingdom

We recommend using a tracked delivery service, as you remain responsible for the goods until they reach us.

7. Refund Processing

Once returned goods are received and inspected:

  • Refunds will be issued to the original payment method

  • You will receive confirmation by email

  • Please allow up to 10 working days for funds to appear in your account

We may deduct reasonable costs where goods are returned damaged or incomplete.

8. International Returns

If returning goods from outside the United Kingdom:

  • Clearly mark the parcel as “Returned Goods – No Commercial Value”

  • You are responsible for return shipping costs

  • Any customs charges incurred due to incorrect labelling may be deducted from your refund

9. Contact

If you have any questions about returns or refunds:

Customer Service: cs@srvhub.co.uk
Phone: 020 8391 1000