Returns & Refunds Policy
Last updated: October 2026
At Fusion Office, we want business customers to be satisfied with the products and services they receive.
This Returns & Refunds Policy applies to purchases made by business customers from Fusion Office Ltd. It should be read alongside our Business-to-Business Terms and Conditions of Sale and Supply.
1. Business Customers
1.1 Fusion Office supplies goods and services under this policy on a business-to-business basis.
1.2 By placing an order, the Buyer confirms that it is purchasing wholly or mainly for purposes connected with its trade, business, craft or profession.
1.3 Business customers do not have an automatic 14-day consumer cooling-off right.
1.4 However, Fusion Office offers a discretionary returns service for many correctly supplied products, subject to the conditions below.
2. Damaged, Incorrect or Missing Goods
2.1 Please inspect Goods as soon as reasonably possible after delivery.
2.2 Visible transit damage, shortages, picking errors or incorrectly supplied Goods should be reported to us within 24 hours of delivery wherever reasonably possible.
2.3 Please contact Fusion Office by:
Email: info@fusionoffice.co.uk
Telephone: 01264 513 650
2.4 When contacting us, please provide your order or invoice number, product details and a description of the problem.
2.5 We may request photographs of the Goods, packaging or delivery condition to help us investigate the issue.
2.6 Please retain the Goods and all original packaging until we advise you what to do next.
2.7 Where Goods have been incorrectly supplied, damaged in transit or are otherwise the subject of a valid claim, Fusion Office will arrange an appropriate remedy.
This may include replacement, repair, collection, credit or refund depending on the circumstances.
3. Faulty Goods
3.1 If Goods develop a fault, please contact Fusion Office as soon as reasonably possible after discovering it.
3.2 The 24-hour notification period for visible delivery issues does not apply to faults that could not reasonably have been identified when the Goods were delivered.
3.3 We may ask for photographs, serial numbers, diagnostic information or other reasonable information needed to assess the fault.
3.4 Depending on the product and circumstances, Fusion Office may arrange:
repair;
replacement;
collection;
a price reduction;
account credit; or
refund.
3.5 Some products are covered by a manufacturer’s warranty or support service. Where appropriate, Fusion Office may assist the Buyer with that process.
3.6 Manufacturer warranty arrangements do not remove any contractual obligations of Fusion Office that cannot lawfully be excluded.
3.7 Faults caused by misuse, accidental damage, improper storage, unauthorised modifications, incorrect installation or fair wear and tear will not normally qualify for a refund or replacement.
4. Returns of Correctly Supplied Goods
4.1 Fusion Office may accept the return of correctly supplied Goods where the Buyer contacts us within 14 days of delivery.
4.2 Acceptance of such a return is discretionary and is subject to the conditions within this policy.
4.3 Goods must not be returned until Fusion Office has issued a returns authorisation or returns number.
4.4 Goods returned without prior authorisation may be refused.
4.5 To qualify for a discretionary return, Goods must be unused, unopened and in a fully resalable condition, complete with all original packaging, accessories, instructions and components.
4.6 The original product packaging must be clean, undamaged and free from writing, labels, tape, delivery markings or other alterations. Goods or packaging that cannot be resold as new may be refused.
4.7 Product packaging must not be used as the outer return packaging. Any returns label or returns number must be attached only to suitable outer transport packaging.
4.8 A returns authorisation does not guarantee that a credit or refund will be issued. Returned Goods will be inspected when they arrive.
4.9 The requirements in this section apply to discretionary returns of correctly supplied Goods. They do not prevent a valid claim where Goods are faulty, damaged or incorrectly supplied.
5. Restocking and Return Charges
5.1 Correctly supplied Goods accepted for discretionary return may be subject to a restocking charge of up to 25% of the value of the Goods.
5.2 The amount charged will depend upon the product, supplier requirements and the reasonable costs associated with processing and restocking the return.
5.3 The Buyer will normally be responsible for the cost of returning correctly supplied Goods.
5.4 Where Fusion Office arranges collection of correctly supplied Goods, reasonable collection costs may be deducted from any credit or refund.
5.5 Original delivery charges are not refundable where Goods were supplied correctly.
5.6 Fusion Office will normally meet reasonable return or collection costs where Goods were incorrectly supplied or where a valid claim relates to damage or a defect existing at the time of supply.
6. Goods That Cannot Normally Be Returned
Unless faulty, damaged, incorrectly supplied or otherwise required by applicable law, Fusion Office will not normally accept returns for:
furniture and specially ordered furniture;
made-to-order Goods;
personalised or customised Goods;
printed Goods;
products ordered specifically to the Buyer’s requirements;
food and beverages;
products that cannot reasonably be resold for hygiene or safety reasons;
business machines where the manufacturer’s or product packaging has been opened;
products marked or notified as non-returnable before purchase;
products that have been opened or used;
products that have been assembled or installed;
products damaged after delivery;
incomplete products; or
products without their original undamaged packaging.
7. Furniture Returns
7.1 Furniture is normally supplied to order and may not be eligible for discretionary return.
7.2 Customers should check measurements, finishes, colours, access requirements and specifications carefully before ordering.
7.3 Specially manufactured, configured, upholstered or made-to-order furniture cannot normally be cancelled or returned once procurement or production has commenced.
7.4 If Fusion Office agrees to accept a furniture return, collection and restocking charges may apply.
7.5 Faulty, damaged or incorrectly supplied furniture should be reported to Fusion Office promptly.
8. Printed, Personalised and Bespoke Products
8.1 Printed, personalised, customised and bespoke Goods are produced specifically for the Buyer and cannot normally be returned simply because the Buyer changes its mind.
8.2 Once production or procurement has commenced, cancellation may not be possible.
8.3 Buyers are responsible for checking any artwork or proof supplied for approval.
8.4 This includes checking spelling, contact information, measurements, quantities, artwork, images, positioning and other relevant details.
8.5 Approval of a proof authorises Fusion Office to proceed with production.
8.6 If printed or bespoke Goods are faulty, damaged or materially different from the approved specification, please contact us promptly so that we can investigate.
9. Food and Beverage Products
9.1 Food and beverage products cannot normally be returned where they have been correctly supplied.
9.2 This includes products such as:
biscuits;
chocolates;
coffee;
tea;
soft drinks; and
bottled water.
9.3 This restriction does not prevent the Buyer contacting Fusion Office where products have been damaged, incorrectly supplied or are otherwise the subject of a valid claim.
10. Business Machines
10.1 Business machines cannot normally be returned as discretionary returns once their product packaging has been opened.
10.2 This includes products where opening the packaging prevents the item from being resold as new.
10.3 This restriction does not apply where the Goods are faulty, damaged or incorrectly supplied.
10.4 Where appropriate, a fault may initially be dealt with through the manufacturer’s technical support or warranty process.
11. Exceptional Returns After 14 Days
11.1 Fusion Office may consider requests to return correctly supplied Goods more than 14 days after delivery in exceptional circumstances.
11.2 Acceptance is entirely at Fusion Office’s discretion.
11.3 Any Goods accepted under this section must still be unused, unopened and in a fully resalable condition unless Fusion Office agrees otherwise in Writing.
11.4 Additional supplier, collection or restocking charges may apply.
11.5 A full-value credit should not be expected where Fusion Office incurs reasonable costs as a result of accepting a late return.
12. How to Request a Return
Before returning anything to Fusion Office, please contact us.
Please provide:
your company name;
order or invoice number;
product code or description;
quantity being returned;
reason for the return; and
photographs where the Goods are damaged or faulty.
Contact:
Email: info@fusionoffice.co.uk
Telephone: 01264 513 650
If the return is approved, Fusion Office will provide return instructions and, where applicable, a returns number.
Goods should be securely packaged to prevent damage during transport.
The returns number must be attached to the outer transport packaging and must not be written or attached directly to the manufacturer’s product packaging.
13. Returning Goods to Us
13.1 Unless Fusion Office has agreed to arrange collection, the Buyer is responsible for returning approved discretionary returns to the address provided with the return authorisation.
13.2 The Buyer should use suitable packaging and an appropriate delivery service.
13.3 The Buyer remains responsible for correctly supplied Goods being returned at its own cost until they are received by Fusion Office.
13.4 Fusion Office cannot accept responsibility for discretionary returns lost or damaged because of inadequate packaging or inappropriate return transport.
14. Inspection of Returned Goods
14.1 All returned Goods will be inspected before a credit or refund is processed.
14.2 For discretionary returns, Goods must arrive unused, unopened, complete and in a fully resalable condition.
14.3 If Goods do not meet the agreed return conditions, Fusion Office may:
refuse the return;
reduce the amount credited to reflect their condition;
charge reasonable costs incurred; or
make the Goods available for return to the Buyer.
14.4 We will contact the Buyer if a returned product does not meet the conditions previously agreed.
15. Refunds and Credits
15.1 Once an approved return has been received and inspected, Fusion Office will process the appropriate refund or account credit.
15.2 Payments originally made by card or another electronic payment method will normally be refunded using the original payment method.
15.3 Purchases made using an approved Fusion Office credit account will normally be dealt with by credit note.
15.4 Any agreed restocking, collection, return or other applicable charges may be deducted before the refund or credit is issued.
15.5 Original delivery charges are not normally refundable for correctly supplied Goods returned under our discretionary returns service.
16. Your Contract With Fusion Office
This policy forms part of Fusion Office’s approach to returns and refunds and should be read alongside our Business-to-Business Terms and Conditions of Sale and Supply.
If there is any inconsistency between this policy and the Terms and Conditions governing a particular Contract, the Terms and Conditions will take precedence.
Nothing in this policy is intended to exclude or restrict liability where doing so would be unlawful.
17. Contact Us
For returns, damaged Goods, shortages, faults or refund enquiries, contact:
Fusion Office Ltd
Unit 3, Newton Park
West Portway
Andover
Hampshire
SP10 3SH
Telephone: 01264 513 650
Email: info@fusionoffice.co.uk
Company number: 10362031
VAT registration number: GB 249 4711 85
Registered in: England and Wales
Registered office: Oaktree Accountants Ltd, 38 Bridge Street, Andover, England, SP10 1BW