Returns & Your Right to Cancel (Retail Customers)
In accordance with the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015, you may return most items within 14 days of receipt for a full refund of the item cost (excluding original delivery, installation, or training fees).
What You Need to Know:
- Keep all original packaging. Items returned without original packaging are not refundable.
- Notify us of your intent to return by phone or email within the 14-day period.
- Return shipping costs are your responsibility. We recommend using a tracked, insured courier.
- OE Group is not liable for items damaged or lost in transit during return.
- Refunds will be processed within 14 days of receiving and inspecting the returned goods.
Return Address:
Goods Inwards Department
Online Ergonomics Ltd
Unit 18, Ellough Industrial Estate
Beccles, Suffolk NR34 7TD
Contact us to obtain a Goods Return Number (GRN) before sending items back. This must be clearly marked on the outside of the parcel.
Customised or Made-to-Order Items
Products built to your specific requirements (e.g. chairs with non-standard features) are non-returnable and non-refundable, unless they are faulty or damaged in transit.
If you are unsure whether your needs require a customised product, please contact us before ordering.
Software Products
Software that has been opened, downloaded, or activated is non-returnable and non-refundable.
Faulty Items & Manufacturer Guarantees
- Chairs: 5-year guarantee (2 years for 24-hour use chairs)
- Desks & Accessories: 1-year guarantee
Guarantees cover normal use. Misuse or unauthorised modification voids coverage. All items are subject to inspection at OE Group before action is taken. At our discretion, we may offer repair, replacement, or refund within the guarantee period.
Reporting a Fault:
- Email customer.services@oe-group.co.uk
- We’ll issue a GRN (Goods Return Number) and may arrange a site visit or collection (charges may apply for larger items)
