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RETURNS & REFUND POLICY
To arrange a return please contact our Returns Department by phone 01702 540068 or email firstname.lastname@example.org and we will issue you with a returns number.
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Once you have received your product from us you have 30 days to decide that you definitely want to keep it. We’re sorry if it’s not suitable for you for any reason and you’re entitled to return it for a replacement or full refund including standard delivery charges. In accordance with the Distance Selling Regulations, any goods can be returned for any reason within 30 days for a refund. All returns must be confirmed by email or phone in order to obtain a returns number. If you do not contact us before returning any items processing time will be significantly increased and carriage charges will be applicable.
Any items returned within our 30 day policy must be in original condition with all original and undamaged packaging. You can either return it to us yourself at your own expense, or contact us and we will arrange collection. Please note, this service is chargeable and the average cost for a collection by courier is £15.00. Items that are special ordered or bespoke are not covered under this returns policy. This returns policy does not apply to any items that are special orders unless they are faulty.
Some items will only be eligible under the 30 day policy above if they are returned to us completely unused and sealed in the original packaging. These items (unless proven faulty according to the conditions in the ‘Faulty Goods’ section) include but not limited to:
If a product becomes faulty within 28 days of the date of delivery, we will arrange for the collection and replacement of faulty goods within the UK. Outside of 28 days from the date of delivery to a maximum of 12 months, we will arrange for the return of faulty goods from us to the manufacturers for repair, under the terms of manufacturer's warranty. Any returned goods must be properly packaged and suitable for transportation. After 12 months the purchaser will be liable for any carriage costs and repair costs (unless of course the item still falls within the manufacturer's warranty period).
This policy is invalidated if the goods have been altered in any way from their original condition, or if the fault is due to misuse by the purchaser and we reserve the right to assess any goods before agreeing to take any action. Goods cannot be returned as faulty where a specific defect in the product was brought to the attention of the customer at the point of sale.
Refunds can only be made by the method originally used to pay for the goods. The funds should appear on the customer's bank statement within 3-5 working days - please note that refund times are dictated by the card issuers and are outside our control.