REFUND & RETRUN POLICY
1. UNWANTED GOODS, IF YOU CHANGE YOUR MIND
Everything we sell online is covered under Distance Selling Regulations by a 14-day cooling off period. Just notify us that you wish to return the item(s) within 14 days from the date of receipt. The items must be returned in an unused condition, along with the invoice or order number which can be found on your order acknowledgement or delivery packaging and we’ll give you a refund or exchange. If at the inspection centre the product is found to be used, the product may be returned back to you, and charges will apply.
For Personal Care Products we are unable to offer refunds or exchanges once the product has been washed or used. Packs will only be accepted back if they are complete. This does not affect your statutory rights. Personal Care Products are clearly shown on the listing pages during the purchase process.
Furniture can be returned as long as the furniture has not been put together and is still in its original packaging. If you wish to return an item please email email@example.com quoting your order number or call Customer Services on 81 099 403, Monday – Saturday 10am to 7:00pm.
You can choose to either organize your own return, at your own cost and risk, or request a collection by calling the above phone line, Collection charges will apply.
Our collection service charges will be applied if delivery is refused and you have failed to notify us of your wish to cancel or return your order unless the product (not the packaging) is faulty/damaged (following verification at the service centre).
PLEASE NOTE: Customers that request cancellation of an order prior to receiving their goods, maybe charged return costs if the goods have left our/supplier warehouse. Please Note the cancellation request must be acknowledged by our team, and this can take up to 48 working hours by email. E.g. If a cancellation request is made on Sunday, this may not be acknowledged until Monday afternoon/Tuesday, and goods may have left our warehouse (In this case, it would be best to phone our customer services team, early in the morning)
Delivery costs on return orders are non-refundable.
2. GENERAL RULE WITH FAULTY ITEMS
Many times the quickest and most convenient way to resolve a problem is to send spares, this is usually the first option we will revert to. We may request for evidence of the damage, via photography, or any other appropriate means.
The fault handling procedure starts with identifying how the fault has occurred. Was it damage on arrival, or has the fault developed. There are generally 2 conclusions to all faults, either the fault is: 1- Manufacturing defect/Fault, 2- Wear & Tear. Many times the above can only be identified, with an inspection from the manufacturer. If the result comes back as wear & tear, then unfortunately return & repair charges will be applicable. If it is identified as a manufacturing defect, no costs will be borne by the customer.
We would always require that the customer gives us a reasonable opportunity to rectify the problem. The steps to a solution would be as follows: 1- Offer spare parts, 2 – Repair or Replace. Refund – Usage (This would be the Proposed Lifespan of the Product – The timespan for which the customer has had the product from the point of purchase)
If a product is partly accepted, and a full refund needs to be issued, the company would refund less any amount which is seen as reasonable for the diminished value of any items which were accepted but then returned.
3. INCORRECT ITEM(S) SENT
We send hundreds of items to satisfied customers every week. However, due to human or technical failure, we do, on occasion, send an incorrect item. In the unlikely event of this happening we will undertake the following: If this mistake happened, we will arrange for the incorrect item to be collected and the correct item sent to you via courier.
4. REFUND PROCEDURE
We will initiate the refund, replacement or exchange process once we have been notified of your request. If we have arranged the collection on your behalf, we will issue a refund less the applicable collection charges back to you. Any refunds due to the customer will be processed within two weeks.
5. HOW LONG IS MY GUARANTEE FOR?
Typically, all products will be covered under a 2 months’ warranty, however this will be dependent on which products you purchase.
6. WHAT IS OUR COMPLAINTS PRODURE?
We hope you’re pleased with any purchase you’ve made from us, and that you’ll never need to complain- but if something goes wrong we want to hear from you, so we can contact the relevant teams to put the matter right.
If you have a concern please contact us via firstname.lastname@example.org quoting your order number or call Customer Services on 81 099 403, Monday – Saturday 10am to 7:00pm.