Our Returns Policy
It is the buyers responsibility to inspect the Goods as soon as reasonably possible after receipt and to notify the Seller by email (to firstname.lastname@example.org) of any issues.
In the case of defective or damaged goods, the Buyer shall contact the Seller via email within 5 days of receipt (providing appropriate supporting photographic evidence to illustrate the damage), in order for the Seller to quickly assess the claim and decide on next steps. Where a claim of defect or damage is made and accepted by the Seller, it shall be the responsibility of the Seller to collect & replace (if appropriate) the defective or damaged Goods, or to effect on site repair, if possible. If the Seller agrees for the Goods to be returned to the Seller, the Buyer will be entitled to a full refund (including delivery costs, if applicable). Where returned Goods are subsequently found to have been damaged as a result of the Buyers actions, the Buyer will be liable for the cost of remedying such damage and the return shipping cost.
In the case of the product being unsuitable or no longer required, the Buyer shall inform the Seller within 14 days of receipt and arrange for the goods to be returned to the Seller within 30 days, at the Buyers cost (the Seller will advise a delivery address for the Buyer to return the goods to). Once the goods have been returned, (undamaged, unused, well packaged and in saleable condition), the Buyer will be entitled to a full refund excluding the cost of the initial delivery (delivery costs are normally included in the selling price, so the Seller will advise on this cost). Goods must be returned in their original packaging to the Seller and must clearly show the order number obtained from the Seller on the package. Where returned Goods are subsequently found to be damaged due to the actions of the Buyer or during return shipping, the Buyer will be liable for the cost of remedying such damage. Goods that are returned at the Buyer’s cost should be adequately insured for the return journey. The Buyer shall receive a refund as described above within 30 days following receipt of the goods back to the Seller.
Bespoke / Made to Order products / installed products – Where Goods are made to order, personalised, or installed (and cannot therefore be resold) we are not able to offer a returns policy, unless we have clearly failed in some way to meet the terms of the Sales agreement.