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Consumer Cancellation Rights
Our refund policy operates alongside your statutory consumer rights under the Consumer Contracts Regulations 2013, which replaced the previous Distance Selling Regulations.
For eligible non-perishable goods, customers may have the right to cancel their order within 14 days of receiving their goods.
Please note that cancellation rights do not normally apply to:
- Freezer baits
- Fresh particle products
- Frozen goods
- Perishable products
- Custom-made or personalised products
- Goods that deteriorate quickly or have a short shelf life
These exclusions are covered in more detail under the section “Freezer Baits, Fresh Particle, Frozen Goods & Custom-Made Products.”
Returns, Refunds & Perishable Goods Policy
Our refund policy operates alongside your statutory consumer rights.
Customers may cancel their contract for non-perishable goods in accordance with applicable consumer legislation. This does not apply to freezer baits, fresh particle, frozen goods, perishable items, or custom-made products, as outlined below.
Standard Returns & Faulty Goods
If you are not satisfied with goods supplied by Impact Particles, and the items are believed to be faulty or not as described on our website, photographic evidence must be provided so our team can determine the appropriate resolution.
Impact Particles must be contacted within 7 days of the goods being delivered.
To enable us to replace, exchange, or credit goods, items must be returned to Impact Particles within 3 working days of contact being made.
Returned goods must:
- Be returned in full
- Be in original, undamaged packaging
- Be in perfect condition for resale
- Be unopened where applicable
Failure to return products in full, in undamaged packaging, and in suitable resale condition (unless confirmed faulty) may result in loss of entitlement to replacement, exchange, or credit.
Faulty goods must also be returned in full where a replacement, exchange, or refund is requested.
Please note: The above conditions do not apply to freezer baits, frozen goods, fresh particle products, perishable items, or custom-made products. Please see below.
Freezer Baits, Fresh Particle, Frozen Goods & Custom-Made Products
Due to the perishable nature of these products, any issues must be reported within 24 hours of receiving your parcel.
Products covered under this section include:
- Freezer baits
- Fresh particle products
- Frozen goods
- Custom-made baits
- Other perishable products
These products will not normally be replaced, exchanged, or credited unless confirmed faulty, damaged, incorrect, or spoiled at the point of delivery.
Customers must contact Impact Particles by email within 24 hours of delivery and provide photographic evidence where requested.
Where products are confirmed to have arrived damaged, defective, incorrect, or spoiled prior to delivery, customers may be entitled to a replacement, refund, or other remedy in line with applicable consumer rights.
Claims reported outside this timeframe may not be accepted due to the perishable nature of the products.
Impact Particles will not be liable for replacement, exchange, or refund where products have been altered or processed after delivery, including but not limited to:
- Air drying
- Soaking
- Glugging
- Heating
- Curing
- Softening
- Hardening
Returns of Non-Faulty Perishable Goods
Where perishable goods are returned and no fault is found, the customer is responsible for all return postage costs.
Any return request for freezer baits, frozen goods, fresh particle products, or other perishable items must be made within 24 hours of receiving the parcel.
Returned products must:
- Be unopened
- Remain in resellable condition
- Be returned in original packaging where possible
- Be maintained at the correct temperature
Products requiring temperature control must remain refrigerated or frozen, as appropriate, from delivery until they are handed over for return shipment.
Failure to maintain correct storage conditions may result in the return being refused.
If goods are returned due to a change of mind, Impact Particles reserves the right to deduct £7.99 from any refund to cover shipping costs.
Where returned goods are found to be ineligible for refund or replacement, customers may request the goods to be returned; however, any additional postage costs will be payable by the customer.
Delivery Tracking & Customer Responsibilities
Customers are advised to monitor tracking information once orders have been dispatched.
All orders are sent on a next-day delivery basis from the date of dispatch.
Customers may use the DPD tracking system to:
- Request delivery to a safe place
- Deliver to a neighbour
- Redirect to a local collection shop
- Leave delivery notes
- Request preferred delivery dates where possible
Our team will make reasonable efforts to accommodate requests where practical.
Failed Deliveries & Returned Parcels
If delivery is attempted three times and the parcel is returned to Impact Particles, the following conditions apply:
Perishable Items
Perishable items, including freezer baits, fresh particle, and frozen products, are non-refundable once returned, as they cannot be reshipped and may be disposed of for health and safety reasons.
Customers wishing to receive replacement goods will need to:
- Repurchase the products
- Pay any new shipping costs
Non-Perishable Items
Non-perishable goods may either:
- Be collected in person, or
- Be re-shipped at the customer’s expense
Important Information
- Standard faulty goods must be reported within 7 days of delivery.
- Perishable goods must be reported within 24 hours of delivery.
- Non-faulty returns are returned at the customer’s expense.
- Change-of-mind returns may incur a £7.99 shipping deduction.
- Refrigerated and frozen products must remain correctly stored until return shipment.
- Additional postage charges apply where customers request rejected goods to be returned to them.
- Products altered after delivery may not qualify for replacement, exchange, or refund.