This Returns, Cancellations and Refunds Policy applies to products purchased from Flowstar UK Ltd t/a Industrial Valve Outlet through our website at www.industrialvalveoutlet.com.
We supply industrial valves, actuators, controls, accessories and related equipment. Because many of our products are technical items selected for a particular application, customers are responsible for checking product specifications, dimensions, pressure ratings, materials, connection types, compatibility and suitability before ordering.
Nothing in this policy affects any statutory rights that cannot legally be excluded or restricted.
1. Business and Consumer Customers
Different rights apply depending on whether you are purchasing as a business or as a consumer.
A Business Customer is a person, company or organisation purchasing products wholly or mainly for purposes relating to their trade, business, craft or profession.
A Consumer is an individual purchasing products wholly or mainly for purposes outside their trade, business, craft or profession.
Unless stated otherwise, Sections 2–7 below apply to Business Customers. Section 8 contains additional provisions applying to Consumers.
2. Business Customer Returns
Business Customers do not have an automatic right to cancel an order or return correctly supplied products simply because they are no longer required or were ordered incorrectly.
However, at our discretion, we may agree to accept the return of certain standard stock products.
Before returning any product, you must contact us at sales@industrialvalveoutlet.com and obtain a Returns Authorisation from us.
Products returned without prior authorisation may be refused and returned to the customer at the customer's cost.
Where we agree to accept a return from a Business Customer:
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the request must normally be made within 14 days of delivery;
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the product must be unused, uninstalled and in a resaleable condition;
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the product must be returned complete with its original packaging, documentation, certificates and accessories where supplied;
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the customer is responsible for the cost and risk of returning the product to us.
Where we agree to accept a return from a Business Customer, an administration or restocking charge may be deducted from any credit or refund:
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For standard stock products, this will normally be 20% of the product price.
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For non-stock, special-order or manufacturer-supplied products, a higher restocking or cancellation charge may apply where this is imposed on us by the manufacturer or supplier.
Any such charge may be passed on to the customer and deducted from the credit or refund.
We reserve the right to refuse a return or apply an additional deduction where products or packaging are damaged, incomplete or no longer suitable for resale.
3. Products That Cannot Normally Be Returned
Except where products are faulty, incorrectly supplied, or where applicable law requires otherwise, we do not normally accept returns of:
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valves or equipment manufactured, modified or configured to a customer's specification;
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special-order or non-stock products purchased specifically for a customer;
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bespoke products;
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products that have been engraved, labelled or otherwise personalised;
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products that have been installed, commissioned or connected to a system;
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products that have been used, operated or pressure tested after delivery other than as reasonably required for inspection;
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products that have been modified, dismantled, adjusted or repaired by the customer or a third party;
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products damaged through incorrect storage, handling, installation, operation or maintenance;
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products where protective caps, seals or packaging have been removed and this makes the product unsuitable for resale; or
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products that have been exposed to process fluids, gases, chemicals, hazardous substances, biological materials or other contaminants.
4. Contaminated Products
For health and safety reasons, you must tell us before returning any valve or other equipment that has been installed or exposed to any process medium.
We may require a completed Decontamination Declaration or other written confirmation identifying the substances to which the product has been exposed and confirming that it has been safely drained, cleaned and decontaminated.
We reserve the right to refuse to handle or inspect a product where we reasonably believe that doing so could create a health, safety or environmental risk.
These requirements do not remove any statutory rights that may apply to a Consumer in relation to faulty or incorrectly supplied goods.
5. Incorrect, Damaged or Faulty Products
Please inspect your order as soon as reasonably possible after delivery.
If you believe that a product:
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is not the product you ordered;
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has been damaged in transit;
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is missing components; or
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is faulty,
please contact us at sales@industrialvalveoutlet.com / 01482 697583 as soon as possible, quoting your order number and providing details of the issue.
We may ask you to provide photographs, product serial numbers, batch numbers, installation information or other reasonable information to help us investigate the issue.
Where appropriate, we may arrange for the product to be returned for inspection or testing.
If we confirm that we supplied the incorrect product, or that the product is defective and we are responsible for the defect, we will provide an appropriate remedy in accordance with the contract and applicable law. This may include repair, replacement, credit or refund.
We will also reimburse or arrange reasonable return carriage where we are responsible for the return.
We are not responsible for faults or damage caused by matters including incorrect selection, incorrect installation, unsuitable operating conditions, misuse, contamination, excessive pressure or temperature, incompatible media, inadequate maintenance or unauthorised modification.
6. Technical Product Selection
Industrial valves are application-specific products.
Unless we have expressly agreed in writing to undertake product selection or system design on your behalf, the customer is responsible for confirming that the products ordered are suitable for the intended application.
In particular, customers should verify relevant specifications including:
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valve type and function;
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nominal bore and connection size;
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connection type and standard;
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pressure rating;
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operating and design pressure;
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operating and design temperature;
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body, trim, seat and seal materials;
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chemical and process-media compatibility;
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flow characteristics;
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actuator requirements;
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electrical or pneumatic requirements;
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applicable certification; and
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any relevant industry, site or regulatory requirements.
If you are unsure whether a product is suitable, please contact us before placing your order.
7. How to Arrange a Business Return
To request a return, contact:
Flowstar UK Ltd T/A Industrial Valve Outlet
Email: sales@industrialvalveoutlet.com
Telephone: 01482 697583
Returns address: Flowstar UK Ltd, t/a IVO, Wiltshire Road, Hull, HU4 6PA
Please include:
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your order or invoice number;
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product description and part number;
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quantity being returned;
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reason for return;
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photographs where relevant; and
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details of whether the product has been installed or exposed to any process medium.
Do not send products back until we have provided return instructions.
Unless we have agreed otherwise, products remain at the customer's risk until received by us.
8. Consumer Orders and Online Cancellation Rights
If you are a Consumer purchasing through our website, you may have a legal right to cancel your contract without giving a reason.
For most standard products purchased online, the cancellation period expires 14 days after the day on which you, or a person nominated by you other than the carrier, takes physical possession of the goods.
To exercise your right to cancel, you must inform us clearly of your decision before the cancellation period expires.
You can contact us at:
Email: sales@industrialvalveoutlet.com
Address: Flowstar UK Ltd, t/a IVO, Wiltshire Road, Hull, HU4 6PA
You may use a cancellation form if we provide one, but you are not required to do so.
Returning cancelled goods
After notifying us that you wish to cancel, you must return the goods without undue delay and normally no later than 14 days after telling us of your cancellation.
Unless the goods are faulty, incorrectly supplied, or we have agreed otherwise, you will be responsible for the direct cost of returning the goods.
You must take reasonable care of the products while they are in your possession.
You may inspect a product to establish its nature, characteristics and functioning in a similar way to how you could reasonably inspect it before purchasing in a physical shop. If you handle the product beyond what is reasonably necessary and its value is reduced as a result, we may be entitled to deduct an appropriate amount from your refund.
Consumer refunds following cancellation
Where you validly cancel an eligible order, we will refund the payments due to you in accordance with applicable law.
This will normally include the price paid for the cancelled goods and the cost of our least expensive standard delivery method offered for the order.
If you chose a more expensive delivery service, such as an express or timed service, we are not required to refund the additional delivery cost above our standard delivery charge.
We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
Products excluded from the Consumer cancellation right
The statutory cancellation right does not apply to certain categories of goods.
In particular, it may not apply to products that are made to your specifications or clearly personalised.
For industrial valve products, this may include genuinely bespoke valves or assemblies manufactured or specially modified to meet specifications provided specifically by you.
A product is not necessarily bespoke merely because it is assembled or ordered after you place your order. We will only treat a product as exempt from the statutory cancellation right where the relevant legal requirements for the exemption are met.
9. Consumer Rights for Faulty Goods
The cancellation provisions above are separate from your legal rights where goods are faulty, not as described or otherwise fail to comply with applicable consumer law.
If you are a Consumer, nothing in this policy excludes or restricts your rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
Depending on the circumstances, Consumer remedies for faulty goods may include the right to reject the goods, repair or replacement, a price reduction or a refund.
Please contact us at sales@industrialvalveoutlet.com if you believe that a product is faulty.
10. Refund Processing
Where a refund or credit has been approved, we will process it as soon as reasonably practicable and within any period required by applicable law.
Refunds will normally be made to the original payment method.
For Business Customer discretionary returns, agreed restocking, inspection, carriage or other applicable charges may be deducted before a credit or refund is issued.
11. Delivery Damage
Where possible, please inspect packages for obvious external damage when they are delivered.
If packaging appears significantly damaged, please photograph the packaging and product before installation or use and contact us promptly.
Signing a carrier's delivery documentation does not affect any statutory rights that cannot legally be excluded.
12. Manufacturer Warranties
Some products may also be covered by a manufacturer's warranty.
Any manufacturer's warranty is additional to, and does not replace, any rights or remedies that cannot legally be excluded.
Warranty claims may require product identification, operating information, installation details and/or return of the product for inspection.
13. Contact Us
If you have questions about a return, cancellation or product suitability, please contact us before returning the product:
Flowstar UK Ltd T/A Industrial Valve Outlet
Company number: 01384915
Returns address: Flowstar UK Ltd, t/a IVO, Wiltshire Road, Hull, HU4 6PA
Email: sales@industrialvalveoutlet.com
Telephone: 01482 697583
Website: www.industrialvalveoutlet.com
Last updated: 20/08/2026