For your guidance and to avoid any confusion, we have summarised our policy regarding returns. For full details of our Trading terms and Conditions please click >>here<<
This 'Returns Policy' not not affect your Statutory Rights or your Rights under The Consumer Protection (Distance Selling) Regulations 2000.
1. Ordered the wrong item or simply changed your mind?
If you place an order but then change your mind, we will happily cancel your order and refund your full purchase price, including any delivery charges, provided that the goods you ordered have not already been despatched. If we have already despatched your order then we will not refund the delivery charges and any further refunds will only be made when the goods are back in our possession and have been checked.
We operate a Goodwill Returns Policy which lasts for thirty days from the day you receive your order. If you return any goods under the terms of this Policy, we will charge you a re-stocking fee of 25% of the purchase price of the goods. This is to cover the charges we receive from our suppliers and the administration costs involved in returning goods to stock. If the goods have been delivered, then it is your responsibility to arrange the return and to ensure the goods reach us complete and in perfect, re-saleable condition. We strongly suggest that you take out carrier insurance because if the goods you return get damaged in transit and are deemed 'un-saleable' then no refund will be made.
2. Received the item but it doesn't fit or is the wrong colour?
Prior to ordering, we strongly recommend that you fully satisfy yourself that the item will fit and it is the colour or material you require. We do our best to describe the goods and any dimensions accurately on this website. In many cases, we also provide links to manufacturers' websites where you can obtain more detailed descriptions and dimensions. You can also contact the manufacturers and make enquiries as to the suitability of the goods you wish to order and we will happily assist you with this. However, if after receiving your order you discover that it will not fit or it is unsuitable for any reason (other than a fault in manufacture, damage during shipping or an inaccurate description on our website) we will not be held responsible and you can only return it under the terms described in paragraph 1. (above).
3. Goods arrive but are not what was ordered or are not as described?
If we make a mistake and send you the wrong goods (ie. not what you ordered) or our suppliers ship the wrong item or we have inaccurately described the item, then we'll arrange collection of the goods and give you a full refund including all shipping charges.
4. Faulty or damaged goods?
We and our suppliers always take the utmost care to ensure that your order will arrive in perfect condition. However, occasionally goods may be damaged in transit or, on inspection, are found to contain a fault which has not been spotted by our suppliers' quality control checks. In this case, we will arrange for the the goods to be collected and replaced at no charge to you. It is important that goods are thoroughly checked for damage and shortages as soon as they are received. We strongly suggest that you notify us of any damage or shortages within 48 HOURS of delivery.
5. How do I make a return?
In every case, you must notify us in writing of the goods you wish to return and the reason you're sending them back, this can be done by completing our on-line Returns Request Form which can be found by clicking >>here<< Once the return has been approved, we will then issue a Returns Authority Note which must accompany the returned goods. It will also contain details of where to send them or when and how they will be collected from you.
IMPORTANT: If you do not request a Returns Authority Note and you go ahead and return goods without our authority, it will be difficult for us arrange your refund or replacement as we will not be able to track your return through our system
6. When will I get my money back or receive my replacement?
As soon as the returned goods are received by us or our suppliers they will be inspected. After this inspection, we will then despatch your replacement or issue a refund (whichever is appropriate). Any amounts due to us (delivery charges or re-stocking charges for example), will be deducted from the total amount refunded. If there are any monies due to us as a result of replacing the goods (for example, where a more expensive item is requested as a replacement) then this amount must be paid before we will despatch the replacement goods. By law we must make any refunds to you within 30 days from us receiving your goods however, we usually do this within a maximum of 7 days. |
