We understand that on rare occasions you may need to return a product or cancel an order. The following outlines our returns policy and the process for returns and cancellations.
To notify us that you wish to return an item or a number of items, please email firstname.lastname@example.org, clearly stating your name, address and a brief description of the items. We will then email you a returns form to complete, which should accompany the items being returned. When returning an item, we recommend insuring the return with the postal/courier service as you will be liable for any damage that occurs in transit. If you any have difficulty in returning your item to us, please contact us via email and we will give you a cost for collection. Items must be returned to us in the original packaging.
We regret that we are unable to accept returns for non stock items i.e. bespoke products.
Cancellation of Order
You have the right to cancel your order at any time via email to email@example.com before the goods are despatched for a full refund, or within 7 days of receiving your goods for a full refund excluding delivery costs – providing the goods are in the same condition as when delivered. This complies with the Distance Selling Regulations.
If you wish to cancel your order at any time later than the 7 days following receipt of your goods there will be a re-stocking charge of 20%. In this instance the full original payment amount less the re-stocking charge will be refunded.
If the order is for a non stock item i.e. a bespoke product, the order can be cancelled prior to the product’s manufacture, but you may still be liable for the full cost of the product if the cancellation is during or after manufacture, but before dispatch.
We will refund your payment within 30 days of the goods being returned. In order to receive a refund the goods must not have been fitted, installed or used in any way.
Damaged or Faulty Goods
We will of course endeavor to replace any item that you find to be damaged or faulty as quickly as possible.Goods should be examined on delivery in case any damage occurred in transit. The driver should be notified immediately of any problems and be instructed to take back the damaged goods to return to us direct. Please notify us immediately via email if this situation should occur.
Do not sign or accept goods until checked. Only sign if you are satisfied with the condition of your order; we cannot guarantee to replace or repair items which have been signed for in good condition or ‘unchecked’ and are later found to be damaged. This does not affect your statutory rights.
If goods have been delivered in a damaged state and we feel the situation cannot be improved by authorizing another delivery, we reserve the right to refund you in full and cancel the order.