Returns Policy

Last updated: 4 August 2026

We want returns to be clear and straightforward. This policy explains how to cancel an order, return an item or report a faulty product. Nothing in this policy affects any statutory rights you may have.

1. Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, email hello@geositesupply.com as soon as possible and include your order number. If the order has already been dispatched, the returns process below will apply.

2. Consumer change-of-mind returns

If you are purchasing as a consumer, you may cancel an online order within 14 days after the day you receive the goods, without giving a reason. Where an order is delivered in separate shipments, the cancellation period begins after the final item is received.

To cancel, email hello@geositesupply.com with your order number and a clear statement that you wish to cancel. You may use the cancellation template at the end of this policy, but you do not have to.

After notifying us, you must return the goods within a further 14 days. Please return all components, instructions and accessories and, where reasonably possible, use the original packaging. You may inspect an item as you would in a shop. We may reduce the refund if handling beyond what is reasonably necessary has diminished the item's value.

3. Items that cannot be returned for a change of mind

Unless faulty, damaged or incorrectly supplied, the right to cancel does not normally apply to:

products made to your specification or clearly personalised, including branded or customised log books;
sealed goods that are not suitable for return for health or hygiene reasons once unsealed; or
other goods excluded from cancellation rights by applicable law.

4. Business purchases

The statutory 14-day cancellation right described above applies to consumers and does not normally apply where goods are purchased wholly or mainly for business purposes. Non-faulty business returns require our prior written agreement and may be subject to a reasonable restocking or handling charge, which will be confirmed before the return is authorised. This does not affect rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.

5. How to return an item

Email hello@geositesupply.com with your order number, the item you wish to return and the reason for the return. We will provide return instructions.

Unless we tell you otherwise, returns should be sent securely to:

Geo Site Supply
82A James Carter Road
Bury St. Edmunds
IP28 7DE
United Kingdom

Please use a tracked and appropriately insured service. For change-of-mind returns, you are responsible for the direct return cost. We will cover or reimburse reasonable return costs where goods are faulty, damaged, misdescribed or incorrectly supplied.

6. Refunds

For a valid consumer cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or premium delivery service is not refundable unless the goods were faulty, damaged, misdescribed or incorrectly supplied.

Refunds will be made to the original payment method. We will issue a consumer refund within 14 days after we receive the returned goods or, if earlier, within 14 days after you provide evidence that the goods have been sent back. We may withhold the refund until we receive the goods or receive evidence of return.

Your bank or payment provider may take additional time to display the refund after it has been issued.

7. Faulty, damaged or incorrect goods

If an item is faulty, damaged, not as described or not what you ordered, contact us promptly at hello@geositesupply.com. Please include your order number, a description of the issue and photographs where helpful.

There is no 48-hour cutoff for your statutory rights. Consumer goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.

Where appropriate, we will provide return instructions and arrange or reimburse reasonable return costs.

8. Exchanges

If you need a different item, size or variant, contact us before returning the original product. Availability cannot be guaranteed. We may process an agreed exchange directly or ask you to return the original item and place a new order.

9. International returns

Contact us before returning an order from outside the United Kingdom. You are responsible for correctly marking return customs documentation. Import duties, taxes or fees paid to authorities are not normally refundable by Geo Site Supply. Mandatory consumer rights in your country may also apply.