Refund policy

Lyons Instruments Refund Policy

Last Updated: 14 June 2025

At Lyons Instruments, we are committed to delivering high-quality products and ensuring customer satisfaction. This document outlines our Refund and Warranty Policy, incorporating the provisions of The Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Eligibility for a Refund

  • Refunds apply only to products purchased directly from Lyons Instruments.

  • Items must be returned within 30 days of the purchase date.

  • Products must be unused, in original packaging, and accompanied by proof of purchase.

2. Order Cancellation

  • Orders may be cancelled at any time before dispatch without reason.
  • In accordance with the Consumer Contracts Regulations 2013, you may cancel within 14 days of receiving the goods.
  • To cancel, contact us at sales@lyons-instruments.co.uk within 14 days. The cancellation period begins the day after the goods are received.

3. Return Process

  • To start a return, email sales@lyons-instruments.co.uk or call our customer service team.
  • Include your order number and a brief explanation.
  • We will provide return instructions.

4. Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the item is defective or damaged.
  • We recommend using a trackable shipping method and insuring items of high value.
  • If a refund is issued, only the standard delivery cost will be refunded. Enhanced delivery fees are non-refundable.

5. Processing Refunds

  • Refunds are processed within 14 days of receiving the returned goods or proof of return.
  • Refunds are issued to the original payment method.
  • A deduction may be made for diminished value due to unnecessary handling.

6. Damaged or Defective Items

  • Notify us within 30 days at sales@lyons-instruments.co.uk if you receive a damaged or defective product.
  • We will arrange for a replacement or refund.

7. Exchanges

  • To exchange a product, contact our customer service team. Exchanges are subject to product availability.

8. Changes to the Refund Policy

  • Lyons Instruments reserves the right to update this refund policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.

9. Your Right to Cancel

  • Your right to cancel begins once the order is placed and ends 14 days after receiving the goods.
  • For multi-item orders, the 14-day period starts after the final item is received.
  • After cancellation, goods must be returned within 14 days.

Warranty Policy


Standard Warranty Coverage

Lyons Instruments warrants that its products will be free from defects in materials and workmanship under normal use for the following durations from the date of original purchase:

All standard products: 1 year

Voltage Stabiliser Systems: 2 years

Regavolt® and Portavolt® Systems: 5 years
(Excludes spares and accessories, which are covered by the standard 1-year warranty)

Extended Warranties

Extended warranty options may be available for selected products.

Please contact our team or your sales representative for further details.

Warranty Conditions

To qualify for warranty service:

Products must be used as intended and in accordance with the user manual.

The warranty is non-transferable and valid only for the original purchaser.

Proof of purchase must be provided.

The warranty does not cover:

Normal wear and tear

Consumables, accessories, or spare parts (unless stated)

Damage due to misuse, neglect, accidents, or unauthorised repair

Products used in commercial settings unless specified

Remedies

If a product is found defective during the warranty period, we may:

Repair the product using new or refurbished parts

Replace the product with a new or refurbished unit

Offer a refund if repair or replacement is not feasible

How to Make a Warranty Claim

To initiate a claim, please contact:

Email: sales@lyons-instruments.co.uk
Phone: +44 (0)1992 455 927
Address: Lyons Instruments Dept, Allendale Group Ltd., Pindar Road, Hoddesdon, Hertfordshire, EN11 0BZ, United Kingdom

Include your proof of purchase, product serial number, and a detailed description of the issue.

Legal Rights

This warranty is in addition to your statutory rights under UK consumer law. Nothing in this policy affects your legal rights under the Consumer Rights Act 2015.

For international customers, this policy complies with local consumer protection laws where applicable.

For any questions or concerns regarding our refund policy, please contact our customer service team at sales@lyons-instruments.co.uk or by phone during working hours.

Thank you for choosing Lyons Instruments.