Any items received damaged or faulty must in the first instance be reported to us in writing (by email or post) within 3 days of date of receipt, clearly stating the defect(s) and if possible enclosing a photo of the problem.
In this unlikely event, we will provide you with a Returns Authorisation Number to enable the goods to be returned to us which should be noted and included within the returned parcel.
Upon receipt of the damaged/faulty item(s), we will then despatch a replacement item(s) and refund the cost of standard postage incurred in the return of the item (if applicable).
Please note, we will be unable to refund any courier, overnight, express or special delivery element of any return postage.
If you have placed an incorrect order, or you decide that the order is not suitable for your requirements, please notify us in writing (by email or post) detailing your reasons for returning the goods within 14 days of receipt of the item(s) in order for a Returns Authorisation number to be provided.
Items must be returned by the customer at their own expense and within 7 days of the authorisation being obtained.
Such items must be returned in a re-saleable condition, i.e. unused and in their original packaging. Care should therefore be taken when opening any packaging.
If an item is returned in an incomplete state or in a non re-saleable condition, we will be unable to issue a refund. If an item simply requires re-packaging we reserve the right to deduct a 10% charge per item from any refund due.
We recommend that any returns are made using a recorded delivery and insured service as we cannot be held responsible for damages or lost deliveries and will be unable to issue refunds for any items that are lost or stolen in transit to us. In this event, you should claim compensation from the company that you employed to ship the return.
All refunds for goods returned including original standard postage/delivery charges will be processed within 14 days after the items have been returned and checked by us. Please note, we will be unable to refund any courier, overnight, express or special delivery element of any original postage costs paid.
Please note that Returns of Discontinued items purchased from our Clearance Range are not accepted. These are non-returnable / non-refundable.
In certain circumstances we may be able to accept the return of items after the 14 day returns period but no later than 28 days from the date of purchase. However, a 30% restocking charge of the item(s) total will apply.
Returns within this timescale are at the managements discretion and their decision is final. In these circumstances we are unable to refund either original or return postage / delivery costs. Please note where free delivery applied to your original order, then a charge of £4.95 - £8.95 (dependent on weight of returned item(s)) will also be deducted from the refund due.
All items are covered by a 12 month guarantee against manufacturing defects.
In the unlikely event of a fault claim, please notify us in writing (by email/post) providing details and if possible photos, of the problem. Please note that the warranty does not cover accidental or deliberate damage, acts of God or damage from incorrect use or normal wear and tear and does not cover any purchases made incorrectly. All items to be returned must be done so within 7 days of our being notified of their fault. Any faulty item(s) will be subject to inspection on its receipt and will then be replaced accordingly and/or any costs incurred refunded.
Should an order be returned to us as 'not required' or 'not collected' after unsuccessful delivery attempts by the courier company, the order will be cancelled and a full refund given less the initIal postage charge paid. Where free postage applied to the original purchase, an amount of £4.95 - £8.95 (dependent on weight of item(s)) will be deducted from the refund due.
Mrs T A Pointon
103 Oldbury Road
Warwickshire, CV10 0TH
If you have any questions about our Returns Policy, please contact us by email firstname.lastname@example.org or call us on 024 76 396468.