|Please note: We strongly advise that you keep hold of any pallet that your item is delivered on, until you are happy that no items need to be returned. When we book our haulier to collect the large items, they need the customer to return it on a pallet and because we use special upright pallets for item safety the customer will need to have that same style pallet to hand for any returns/collections.|
1) How do I return the goods if I’m not happy with them?
a. Returning the goods couldn’t be easier. Please call us or email us to discuss the terms of the return and we will email you a returns form for inclusion in the returning package.
2) How long have I got to return an unwanted item?
a. 7 working day to let us know about the return in writing (emails are fine) and then another 14 days to get the item back to us via trackable, recorded, insured delivery.
3) What do I do if my item is faulty or damaged?
a. We want to make sure each of the items we send to our customers is in perfect condition and fully functional. In the unlikely event of items being damaged or faulty we need to understand in detail what the problem is in order to prevent the same problem occurring again.
b. We will do our best to advice customers as to ways of fixing the item or offer fitting advice. In our experience most problems are caused by fitting errors and we will offer as much advice as we can to help in this situation.
c. If we cannot solve the problem remotely we will ask for the item back for repair.
d. If we are unable to repair the item we will replace it with another straight away.
e. Despite using excellent, national couriers like Parcelforce, Royal Mail and fragile, pallet couriers for our large items, delivery damage can sometimes occur. When this happens we will assess whether or not we require the item to be returned for either repair or replacement.
f. There are some questions we need to ask if the item is damaged:
i. Is the packaging damaged at all?
ii. Does the damage look like it might have occurred during transit?
iii. Are you able to take pictures of the item for us?
iv. Are you able to take pictures of the damaged packaging?
v. Did you sign for the item as “damaged”?
g. If the packaging is NOT damaged, then we will require the item back for inspection. If the packaging IS damaged we will make a claim for it through the relevant courier.
4) I’ve ordered the wrong item. How can I cancel it?
a. We pride ourselves on getting items to our customers as quickly as possible, so when an order is placed it is usually dispatched very quickly. If you order the wrong item, please let us know as soon as possible and we will cancel the delivery for you. If the delivery has been dispatched we will not be able to cancel it with the courier and they will deliver it to you. If you refuse delivery of the item the courier will charge from £19.80 to return it back to us and this charge will be deducted from your refund. Alternatively, if you accept the item, you can send it back at your own cost provided the item is sent via trackable, insured courier and then we will refund you your original payment on its safe, secure and undamaged return.
5) Do I need to pay for the item to be returned to you?
a. Yes, any unwanted items must be returned to us at the customer’s expense and via a trackable, insured courier. On their safe, undamaged return we will then refund you the original cost of the item including the original delivery cost. Please contact us to discuss the details and we can email you a returns form. Please be aware that customers have 7 working days to inspect their goods and if they wish to return the item they must inform us in writing (emails are acceptable) within this time period. After the customer has informed us that they would like to return the item they have 14 days to return it to us.
6) When will I receive my refund?
a. Providing the items have been returned in perfect condition and in the original packaging, all refunds are processed within 31 days. However we work hard to get your refund processed within 5 working days as we want to make sure your money is back with you as quickly as possible. Please note that all refunds are debited from our account immediately but can still take up to 5 working days to show up in your account. This is due to the bank clearing process which can cause some delays.
7) If a customer agrees a discount to keep the item, are they still covered by the guarantee?
a. Yes, but only for problems with the item that are UNRELATED to the reason for the discount.