1.1 To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
1.2 Used goods are exempt from refund, this does not affect your statutory rights under the Consumer Rights Act 2015.
1.3 For online sales, Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund . This does not affect your statutory rights under The Consumer Rights Act 2015.
1.4 Any goods made to your own specification are excluded from cancellation rights under The Consumer Contracts (information,cancellation and additional charges) regulations 2013. This does not affect the consumers rights to redress under the Consumer Rights Act 2015 if the goods do not conform to the contract.
1.5 To complete your return, we require a receipt or proof of purchase.
1.6 There are certain situations where only partial refunds are granted (if applicable).
2.1 Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
2.2 Any item that is returned more than 14 days after delivery. This does not affect your statutory rights under The Consumer Rights Act 2015.
2.3 We are not responsible for any damages caused to goods collected by customer . All Customers are required to sign a collection note upon inspection at our warehouse to ensure goods have been fully inspected and they are satisfied of no damage , as damages cannot be notified afterwards.
3.1 All goods carry a standard 12 month manufacturer guarantee against faulty workmanship.
3.2 Nothing in these conditions will affect your statutory rights relating to faulty or mis-described goods. For further information about your statutory rights visit your local Citizens Advice Bureau or www.citizensadvice.org.uk.
4. Extended Warranty
4.1 If the product you have purchased develops a fault and the damage is not assessable from a photograph, then we may need to inspect the product. If the product is less than 6 months old , we will arrange an inspection and the customer will only be liable for the charge of £70 if the product is found to be not faulty. If the product is more than 6 months old, we would require the customer to pay a deposit of £70. If the product is found to be faulty, the inspection deposit will be refunded.
5. Making a Claim
5.1 To make a claim under any guarantee or warranty, we will require details of the order number, a copy of your receipt, a copy of the order confirmation, or a copy of the confirmation email. Without this we cannot guarantee we will be able to trace your order details, which may result in us not being able to verify your claim.
6. Cancellations/Refunds (if Applicable)
6.1 The Consumer Contracts (information,cancellation and additional charges) regulations 2013 give you the right to cancel an order purchased from our website . Your cancellation rights begin once the order has been placed and end 14 days following the day of receipt of goods.
6.2 Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
6.3 Special orders made to your own specification placed in the warehouse showroom are not eligible for refund and must be honoured and deposit will be non refundable if cancelled.
6.4 If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 14 days of cancellation request application.
6.5 A cancellation fee of £350 may be applicable for in store purchases cancelled prior to delivery.
7 Late or Missing Refunds (if Applicable)
7.1 If you haven’t received a refund yet, first check your bank account again.
7.2 Then contact your credit card company, it may take some time before your refund is officially posted.
7.3 Next contact your bank. There is often some processing time before a refund is posted.
7.4 If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
8. Sale Items (if Applicable)
8.1 For sale items purchased in store , these items cannot be refunded , This does not affect your statutory rights under the consumer rights act 2015.
8.2 For sale items purchased online , our policy last 14 days , This does not affect your statutory rights under the consumer rights act 2015.
9. Exchanges (if Applicable)
9.1 We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will arrange to have your items collected.
10.1 If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
10.2 If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
11.1 To return your product, you should mail firstname.lastname@example.org.
11.2 If outside of Cooling off period .You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
11.3 Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
11.4 If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
12.1 All products and services are subject to availability and may be withdrawn at any time.
12.2 Any goods that we are unable to supply will be refunded in full.
12.3 Any items that are not stock items and have a lead time quoted of 28-35 working days are deemed as “Special Orders”. This lead time is estimated and supplied to us by the manufacturer. The manufacturer aims to to supply us within this time, however this is not always possible and in certain cases can take longer especially for special orders.