Returns Policy

CMT Flexibles Returns Policy

10.12.2025

This Returns Policy explains how customers may return products supplied by CMT Flexibles Ltd. It forms part of our standard trading terms and applies to all business customers.

1. Eligibility for Returns

Returns are accepted only with prior agreement from CMT Flexibles Ltd.
Products may be returned if

  • the item supplied is incorrect
  • the item is defective
  • the item has been delivered in error
  • we have agreed in writing that a product may be returned as a goodwill arrangement

Custom built hose assemblies cannot be returned unless the product is defective or does not match the agreed specification.

2. Condition of Returned Goods

Returned goods must be in unused condition and free from contamination.
Items must be clean complete and in their original packaging where possible.
CMT Flexibles Ltd reserves the right to refuse returns that are damaged used altered or contaminated.

3. Time Limits

Customers must notify us of any issue within three working days of delivery.
Requests for returns must be made within fourteen calendar days from the date of delivery unless otherwise agreed.

4. Return Authorisation

No goods may be returned without a Return Authorisation issued by CMT Flexibles Ltd.
We will provide instructions for returning the product and a reference number that must be included with the goods.

5. Inspection and Testing

All returned goods will be inspected on arrival.
Where necessary we may conduct testing to confirm any reported defect or specification issue.

6. Refunds Credits and Replacement

If the return is accepted we may provide one of the following

  • a replacement product
  • a repair where possible
  • a credit to the customer account
  • a refund where appropriate

The method will be agreed by CMT Flexibles Ltd and the customer at the time of resolution.

7. Costs of Return

If the return is due to an error by CMT Flexibles Ltd we will cover reasonable transport costs.
If the return is due to customer error including incorrect ordering or specification the customer is responsible for all return costs and a restocking charge may apply.

8. Restocking Charges

For standard products returned by agreement and in resaleable condition a restocking charge of up to twenty five percent may apply.
This will be confirmed at the time we issue Return Authorisation.

9. Custom and Bespoke Goods

Custom hose assemblies and bespoke items are made to order and cannot be returned except where the product is defective or does not match the agreed specification.

10. Risk and Title

The customer is responsible for the goods until they reach our facility.
We recommend using a secure and trackable delivery method.