Returns, Refunds and Cancellation Policy

Last updated: 28 August 2026

This policy explains how CreativeOBD Ltd handles cancellations, returns, refunds, and faulty goods. It does not affect any rights that you have under applicable law.

1. About us

CreativeOBD Ltd (company number 13988582) is registered in England and Wales.

Trading and return address:
CreativeOBD Ltd
Unit 5, Meridian House
37 Road One
Winsford Industrial Estate
Winsford
Cheshire
CW7 3QG
United Kingdom

Email: support@creativeobd.co.uk
Website: https://www.creativeobd.co.uk

In this policy, “we”, “us” and “our” mean CreativeOBD Ltd. “You” and “your” mean the person or business that placed the order.

2. Consumer cancellation rights for online orders

This section applies when you are a consumer: an individual purchasing wholly or mainly for purposes outside your trade, business, craft or profession.

For most goods bought online, you may cancel your order without giving a reason. The cancellation period begins when the contract is made and ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

If one order is delivered in separate consignments on different days, the cancellation period ends 14 days after the day on which the last item is received.

To cancel, you must send us a clear statement before the cancellation period ends. You can do this by emailing support@creativeobd.co.uk or writing to the address above. Please include your name, order number, and details of the goods you wish to cancel. You may use the model cancellation form at the end of this policy, but you do not have to.

If you ask to cancel before dispatch, we will try to stop the order. If it has already been dispatched, you may still exercise any applicable cancellation and return rights described in this policy.

After notifying us, you must send the goods back without undue delay and no later than 14 days after the day on which you told us that you wished to cancel.

3. Our 30-day goodwill return policy

In addition to consumer statutory rights, we accept returns of eligible standard goods when you contact us within 30 days after delivery.

For a return requested after the statutory 14-day cancellation period, the following goodwill conditions apply:

• The goods must be unused, unmodified, complete and in a resaleable condition.

• All accessories, manuals, protective materials and other supplied items must be included.

• Original packaging should be returned where reasonably possible and must not be materially damaged.

• You must provide proof of purchase from CreativeOBD Ltd.

• You must return the goods within 14 days after we approve the goodwill return.

Goods that have been energised, installed, connected for programming or diagnostic use, re-pinned, cut, soldered, labelled, altered or otherwise put into service will not normally qualify as unused goods under the goodwill policy.

For goodwill returns requested after the statutory cancellation period, we will refund the price paid for the eligible goods. Original delivery charges and return costs are not refunded unless the goods are faulty, damaged, incorrect or we agree otherwise.

This goodwill policy does not apply to reseller, bulk, special-order or business purchases unless we agree to the return in writing. It does not limit statutory rights where those rights apply.

4. Goods that cannot normally be returned for a change of mind

The statutory right to cancel, and our goodwill return policy where applicable, may not apply to:

• Goods made to your individual specifications or clearly personalised.

• Bespoke cables, adapters or assemblies manufactured to a specification supplied or approved by you.

• Sealed computer software where the seal has been broken after delivery.

• Digital content, licence codes or software activations after supply has begun, where you expressly agreed to immediate supply and acknowledged that your cancellation right would be lost.

• Sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed.

• Goods that have become inseparably mixed with other items after delivery.

• Services that have been fully performed after you expressly requested performance and acknowledged the effect on your cancellation rights.

A standard product selected from our normal catalogue is not treated as bespoke merely because it is assembled or completed after the order is placed.

These exclusions do not remove your rights where goods are faulty, damaged, misdescribed or otherwise fail to meet legal requirements.

5. Inspecting and handling goods

Consumers may inspect goods as they reasonably could in a shop to establish their nature, characteristics and function.

You are responsible for taking reasonable care of goods while they are in your possession. If handling goes beyond what is reasonably necessary and reduces the value of the goods, we may make a proportionate deduction from the refund permitted by law. We do not charge a cancellation or restocking fee when a consumer exercises a statutory cancellation right.

Before connecting or energising a cable, check the product reference, connectors, labels and stated compatibility. If you intend to return a product because you have changed your mind, do not modify it or use it for live programming, diagnostic or bench operations.

6. Faulty, damaged, incorrect or misdescribed goods

We are responsible for supplying consumers with goods that are of satisfactory quality, fit for purpose and as described.

If goods arrive damaged, are incorrect, develop a fault or do not match their description, contact support@creativeobd.co.uk as soon as reasonably possible. Please provide your order number, a description of the issue and, where useful, photographs or other information that will help us identify the problem. Asking for this information does not limit your legal rights.

Consumers normally have a short-term right to reject goods that did not meet legal requirements at the time of delivery, provided that right is exercised within 30 days. After that period, you may be entitled to a repair or replacement. If a repair or replacement is unavailable, disproportionate or unsuccessful, you may be entitled to a price reduction or a final right to reject the goods, depending on the circumstances.

Where a consumer validly rejects faulty, damaged, incorrect or misdescribed goods, we will arrange the return or reimburse reasonable return costs. Please do not use an unnecessarily expensive return service without agreeing the cost with us first.

We may inspect and test returned goods before confirming the appropriate remedy. Damage caused after delivery by misuse, incorrect voltage or connection, failure to follow instructions, unauthorised modification, accidental damage, or normal wear and tear is not a manufacturing fault. This does not affect your rights where the goods themselves were faulty or misdescribed.

7. How to return goods

Please contact support@creativeobd.co.uk before sending goods back so that we can give you the correct return instructions and identify the return promptly. A consumer does not lose a statutory cancellation right merely because our preferred return process or model form was not used.

Unless we provide a return label or arrange collection, send returns to:

CreativeOBD Ltd — Returns
Unit 5, Meridian House
37 Road One
Winsford Industrial Estate
Winsford
Cheshire
CW7 3QG
United Kingdom

Include your name, order number and contact details inside the parcel. Package goods securely. We recommend obtaining proof of posting and using a tracked service appropriate to the value of the goods.

For a change-of-mind cancellation or goodwill return, you are responsible for the direct cost of returning the goods unless we agree otherwise. This does not apply where we are responsible for reasonable return costs because the goods are faulty, damaged, incorrect or misdescribed.

8. Refunds

For a valid consumer cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option offered for the order. If you selected a more expensive or enhanced delivery service, the additional delivery cost is not refundable unless the goods were faulty, damaged, incorrect or misdescribed.

We will make the refund without undue delay and no later than 14 days after the earliest of:

• The day on which we receive the returned goods; or

• The day on which you provide evidence that the goods were sent back.

We may withhold the refund until we receive the goods or evidence that they were sent back, whichever occurs first.

For a refund arising from the rejection of faulty goods, we will refund you without undue delay and no later than 14 days after we agree that you are entitled to the refund.

Refunds will be made using the original payment method unless you expressly agree otherwise. We will not charge a refund fee. Your bank or payment provider may take additional time to show the refund in your account.

9. Business purchases

If you purchase wholly or mainly for your trade, business, craft or profession, you are a business customer and the statutory consumer cancellation rights in section 2 do not apply.

Returns of non-faulty business purchases require our prior written agreement. Bespoke, reseller, bulk and special-order goods cannot normally be returned unless agreed in writing. Any approved business return must be unused, unmodified, complete and resaleable, and the business customer is responsible for return costs unless otherwise agreed.

Separate reseller, distributor, trade-account or individually negotiated terms take precedence where they apply. Nothing in this section excludes any right or remedy that cannot lawfully be excluded.

10. International returns

Customers returning goods from outside the United Kingdom are responsible for complying with applicable postal, courier and customs requirements. Customs declarations must be completed accurately and should identify the parcel as returned goods where appropriate.

For change-of-mind returns, customs duties, import taxes, brokerage fees and similar charges paid to third parties are not normally refundable by CreativeOBD Ltd. You may need to contact the relevant authority or provider about any available repayment. Mandatory consumer rights under applicable local law are not affected by this policy.

11. Contact us

For cancellations, returns or product problems, contact:

Email: support@creativeobd.co.uk
Contact page: https://www.creativeobd.co.uk/pages/contact
Post: CreativeOBD Ltd, Unit 5, Meridian House, 37 Road One, Winsford Industrial Estate, Winsford, Cheshire, CW7 3QG, United Kingdom

Model cancellation form

Complete and return this form only if you wish to use it. You may cancel by sending any other clear statement instead.

To: CreativeOBD Ltd, Unit 5, Meridian House, 37 Road One, Winsford Industrial Estate, Winsford, Cheshire, CW7 3QG, United Kingdom
Email: support@creativeobd.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Order number: ______________________________________________

Ordered on: ________________________________________________

Received on: _______________________________________________

Name of consumer(s): _______________________________________

Address of consumer(s): ____________________________________

Signature of consumer(s) (only if this form is submitted on paper):

Date: _______________________________________________________