Refund policy

Last updated: 6 October 2026

This policy covers purchases directly from CPP-LM Ltd through cpp.parts and its regional storefronts, including us.cpp.parts. It applies to new orders placed after publication. Orders placed earlier retain the return terms offered when the order was placed, including any longer return period or free return shipping previously promised.

Returns at a glance

  • Unwanted standard products: request a return within 30 calendar days after delivery.
  • Condition for voluntary returns: unused, uninstalled, complete and in resaleable condition.
  • Change-of-mind return shipping: paid by the customer.
  • Faulty, damaged or incorrectly supplied products: contact CPP so we can arrange the appropriate remedy and necessary return shipping at our expense.
  • Restocking fee: none for returns accepted under this policy.
  • Refunds: to the original payment method; normally issued within 7 working days after receipt and inspection, and no later than 14 calendar days after receipt. Earlier legal deadlines apply where required.

The voluntary return conditions below are separate from statutory rights. UK consumer cancellation rights and faulty-goods rights are explained below; they do not depend on goods being unused, in their original packaging or returned within our voluntary 30-day period.

1. Unwanted products and ordering errors

For standard products bought online, including business purchases, please tell us within 30 calendar days after delivery if you wish to return an unwanted product or have ordered the wrong fitting. For an order delivered in parts, the period runs from delivery of the final item. Send the goods back within 14 calendar days of your return request. If our return instructions are delayed, we will extend that dispatch deadline accordingly.

For this voluntary service, goods must be unused, uninstalled, complete, free from contamination and suitable for resale. Please use the original packaging where available, or equally protective packaging. Bespoke products manufactured to your individual specifications or clearly personalised for you are excluded from voluntary change-of-mind returns unless we agree otherwise. This exclusion does not affect valid claims for faulty or incorrectly supplied goods.

You pay the direct cost of returning unwanted goods. Original delivery charges are not refunded under this voluntary service, except where the UK consumer cancellation rules below or other applicable law require a refund. We do not charge a restocking fee. Exchanges for eligible goods can be arranged subject to availability; we will explain any price difference and delivery charge before you agree.

2. How to arrange a return

Email so@cpp-lm.com or telephone +44 (0)1322 551940. Please provide your order number or other proof of purchase, part number, quantity and, where relevant, a description or photographs of the problem. You do not have to give a reason when exercising a statutory right to cancel.

We will provide a Return Merchandise Authorisation (RMA) reference and return instructions. Put the reference and your order details inside the parcel. Pack the goods securely and keep proof of dispatch; tracked shipping is recommended. For voluntary returns, obtain our instructions before sending goods. An RMA is an administrative aid and is not a condition for exercising a statutory cancellation or faulty-goods right.

UK return and correspondence address:
CPP-LM Ltd, Returns
K8 Northfleet Industrial Estate
Lower Road
Gravesend
Kent DA11 9BL
United Kingdom

3. United States orders

The 30-day voluntary return service above also applies to US orders. CPP-LM Ltd remains the seller for purchases made directly through our website, including orders dispatched from US stock.

Contact CPP before sending a US return. Unless we confirm an authorised US return address in writing, the return destination is our UK address above. Do not send goods to a US warehouse or fulfilment partner without our instructions. For unwanted goods, you are responsible for the return shipping cost to the confirmed destination, which may involve international shipping. We cover reasonable necessary return shipping for faulty, damaged or incorrectly supplied goods.

US purchases remain subject to applicable federal and state law and any applicable warranty rights. Our voluntary return period and condition requirements do not remove those rights. Customers in other countries likewise retain any mandatory rights that apply to their purchase.

4. Faulty, damaged or incorrectly supplied goods

Please contact CPP as soon as you discover a problem. We will assess the issue and arrange the refund, repair, replacement or other remedy required by applicable law or agreed with you. We will arrange collection or reimburse reasonable necessary return costs where the fault or supply error is our responsibility. Please contact us before incurring unusual or expedited shipping costs.

The voluntary 30-day return limit does not set the time limit for a legal faulty-goods claim. For UK consumers, goods must be of satisfactory quality, fit for their applicable purpose and as described. Where these requirements are not met, you normally have a short-term right to reject the goods within 30 days, and repair, replacement, price-reduction or further rejection rights may apply afterwards. A refund due following rejection will be made without undue delay and within 14 days after we agree that you are entitled to it.

For business purchases, remedies are governed by applicable law and the agreed contract. Please contact us with the problem even if a fault becomes apparent after the voluntary return period.

5. Products exposed to chemicals or other substances

Before returning any fitting, hose, valve or other product that has been used, tell us which substances it has contacted and provide relevant safety information. Do not send goods containing liquid, hazardous residues or contamination without agreed safe handling and shipping arrangements. We will agree suitable cleaning, decontamination, collection or alternative assessment arrangements with you. This safety procedure does not remove your legal rights.

6. UK consumer right to cancel online purchases

If you are an individual buying wholly or mainly outside your trade, business, craft or profession, you normally have the right to cancel an eligible online order without giving a reason. You can cancel before delivery and until 14 calendar days after the day you, or a person you nominate other than the carrier, receives the goods. For a single order delivered separately, the period normally runs from receipt of the final item.

Notify us by email, letter, telephone or any other clear statement before the cancellation period expires. You may use the optional cancellation form below, but do not have to. Send the goods back within 14 calendar days after telling us you are cancelling. You pay the direct return shipping cost for a change-of-mind cancellation. For goods that cannot normally be returned by post, we will give you the applicable return cost before you place the order.

When you cancel the whole order, we refund the goods and the cost of our least expensive standard delivery option offered for that order. We do not have to refund the additional cost of an upgraded delivery service you selected. Refunds are made without undue delay and no later than 14 calendar days after we receive the goods back or receive evidence that you sent them back, whichever is earlier. Where we offer to collect the goods, we refund within 14 calendar days after receiving your cancellation notice. For orders cancelled before dispatch, we refund within 14 calendar days after your notice.

You may unpack and inspect goods as you reasonably would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We do not charge a cancellation or restocking fee. Original packaging and an RMA are not conditions of this legal right.

The statutory change-of-mind right does not normally apply to goods made to your individual specifications or clearly personalised. Faulty-goods rights still apply. Our voluntary return service remains available for eligible standard products after the statutory cancellation period ends.

Optional cancellation form

To: CPP-LM Ltd, K8 Northfleet Industrial Estate, Lower Road, Gravesend, Kent DA11 9BL, United Kingdom; email: so@cpp-lm.com.

I/We give notice that I/We cancel my/our contract of sale of the following goods:
Goods / order number:
Ordered on / received on:
Customer name:
Customer address:
Signature (only if sent on paper):
Date:

7. Receiving your refund

We refund the amount paid for accepted returned items, including the tax attributable to those items, to the original payment method unless you expressly agree to another method. Store credit is optional. We will email you when the refund has been issued. Your bank or payment provider may take additional time to display the credit. Applicable legal refund deadlines take priority over our usual processing target.

For delivery questions, see our Shipping Policy.