Returns Policy

1. Who This Policy Applies To

This Returns Policy applies to all orders placed with Alotek Shelters Ltd, whether you are a consumer, school, parish council, or commercial business. All customers have the right to return products in accordance with this policy and applicable UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Company Details:
Alotek Shelters Ltd
Plantation Road, The Old Garage
Ormskirk, Lancashire L40 8JT
Company No: 13430803
Email: info@alotek.co.uk
Phone: 01704 547 321

2. Return Window

You have 28 days from the date of delivery or installation to request a return or exchange. After this period, returns will only be accepted for products that develop a fault covered under warranty — please refer to our Terms & Conditions for full warranty details.

To start a return, contact us before the 28-day window closes. Returns requested after this period will be assessed on a case-by-case basis.

3. What Can Be Returned

3.1 Defective Products

If your product arrives damaged, is faulty, or develops a defect within 28 days of installation, we will arrange a return, repair, or replacement at no cost to you. This includes:

• Structural defects in the aluminium framework
• Powder coating defects (peeling, flaking, or discolouration)
• Damaged or defective polycarbonate glazing
• Defects resulting from faulty installation

Please document any defects with photographs and contact us as soon as possible.

3.2 Non-Defective Products

We also accept returns on non-defective products within 28 days, subject to the conditions below. Because most of our products are manufactured to your bespoke specification, the following conditions apply:

• The product must be in its original condition and, where possible, uninstalled or able to be safely removed
• You must contact us before arranging any removal or disassembly
• Bespoke or custom-manufactured products may only be eligible for a partial refund depending on whether the product can be resold or repurposed — we will advise you of any deduction before you confirm the return
• Standard catalogue products (e.g. off-the-shelf cycle shelters) are eligible for a full refund if unused and undamaged

4. How to Return a Product

To initiate a return or exchange:

1. Contact us by email at info@alotek.co.uk or by phone on 01704 547 321 within 28 days of delivery or installation.
2. Describe the reason for return and, if applicable, attach photographs of any defect or damage.
3. We will confirm whether the return is approved and arrange collection or removal. Do not attempt to disassemble or remove an installed product without speaking to us first.
4. We arrange collection — there is no need for you to arrange or pay for return shipping. We handle all logistics.

5. Exchanges

We are happy to exchange products within the 28-day window. If you ordered the wrong specification, size, or colour, contact us and we will arrange a swap where possible. Lead times for exchanged products are the same as standard orders (typically 4–8 weeks from confirmation).

If the exchanged product is of higher value, you will be invoiced for the difference. If it is of lower value, we will refund the difference within 28 days.

6. Refunds

6.1 Restocking Fees

We do not charge restocking fees on approved returns.

6.2 Refund Processing Time

Once a return has been collected and inspected, we will process your refund within 28 days. Refunds are issued by bank transfer to the account from which payment was originally made, or by the original payment method where applicable.

6.3 Partial Refunds

In cases where a bespoke product is returned in a condition that limits our ability to resell or reuse it, we reserve the right to make a reasonable deduction from the refund to reflect loss in value. We will always discuss this with you before confirming the return.

7. Products Not Eligible for Return

The following cannot be returned unless faulty:

• Products that have been altered, modified, or damaged after installation by anyone other than Alotek
• Products returned outside the 28-day window (unless covered under warranty)
• Products where the customer has failed to follow our maintenance guidance and this has caused the issue

8. Your Statutory Rights

Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have the right to a repair, replacement, or refund regardless of any other policy.

For business customers, your rights are governed by the Sale of Goods Act 1979 and the terms of your contract with us.

9. Contact Us

If you have any questions about a return or want to start the process, get in touch: