Not satisfied, we are happy to help.
In the unlikely event that you are not satisfied with your purchase for any reason, you have the right to cancel your order. As per the distance selling regulations, you have the right to cancel an order, which starts the moment you place your order and doesn't end until seven working days from the day after you receive your goods. To cancel you must give written notice by email to firstname.lastname@example.org, giving details of the order number and goods ordered. Please note that any special orders cannot be cancelled.
Not happy? No problem, just follow these simple instructions!
Non faulty items:
On cancellation for any reason, the costs of returning the item to us are your responsibility. You are also responsible for arranging the return, including palletised items.
Before returning you must give written notice by email to email@example.com, giving details of your order number and goods being returned, so we can provide the correct returns information for the item. Please download our returns form here and attach this to your return parcel. If you are looking to exchange for a different item, you will need to place a new order and return the original item to us for a refund.
All items must be returned to us unused and in the same condition as you received them, including all packaging. It is imperative that any boxes or outer plastic packaging remain in tact, as returning this taped together isn't a resalable condition. The item must be returned to us in a resalable condition, or your refund may be rejected after inspection. All non faulty goods must be returned within 14 working days starting from the day after receipt of the goods.
The package must include your name & order number and we ask that all goods are packaged suitably. We strongly advise using a tracked and insured method of postage to cover yourself against damages in transport. Please note that no refund will be issued for the original delivery charge of all non faulty orders. Non faulty returns after 14 days will not be accepted. We aim to process all returns within 10 working days of their arrival back to us.
Please understand that faulty goods are different to damaged goods. Faulty good are products that are not working or haven't been made correctly. In the instance that goods you have been purchased from us have become faulty, please email firstname.lastname@example.org with your order number and outline the problem you have. Try and include images/videos to highlight these. It’s very unlikely for something to arrive with you faulty, if something has arrived with you and it is broken, this will be a damaged item and you should refer to the Damaged items section.
We must be notified of any transport damaged or if the incorrect item has been received as soon as possible, ideally within the first hour of arrival.
After arrival we ask that you remove all the packaging, including any protective films on the items and complete a full inspection within the first 72 hours. If any damage is found on this inspection we need to be notified right away. Please advise us of the details via email and send photos to highlight issues if possible. If a replacement is required we may require the faulty item to be returned before dispatch of new goods or on some occasions we can arrange to collect at the same time as replacement is delivered. We understand that smaller damages, i.e hairline cracks, corner chips, may not be found until installation however, we do need these to be reported to us within 14 days of arrival.
If items are being stored after arrival for any period of time before use, they are your responsibility. We can not be held responsible for any damages that occur between arrival and being installed so it is imperative we are made aware of any faults or damages within the first 72 hours of arrival.
Damaged palletised items:
All goods must be checked by yourself or the person accepting the delivery on your behalf on delivery. Please inspect for carrier damage by thoroughly checking the packaging. Please check for any obvious transit damage and if found refuse the delivery. You must either sign in good condition or mark the delivery paperwork as damaged. If you sign for the goods, even if you write the words “unchecked” or similar on the delivery note, then you are accepting that the goods arrived without any obvious external damage and later claims for carrier damage will not be entertained.. If any signs of visible damage is noticed, it is important not to sign and to refuse delivery. After arrival we ask that you remove all the packaging, including any protective films on the items and complete a full inspection within the first 72 hours.
If you change your mind about any item sent on a pallet it is your responsibility to return these. We strongly advise using a tracked and insured method of postage to cover yourself against transport damages. Please note that no refund will be issued for the original delivery charge of all non faulty palletised orders. Non faulty returns after 14 days will not be accepted. We aim to process all returns within 10 working days of their arrival back to us.
Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.
As stated above, notification of cancellation must be in writing, a telephone call is not a valid cancellation.
No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
We cannot refund engraved products once the engraving process has been completed, because the product has been personalised.
Please notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.
If you are returning your product because it is defective, please state the defect or defects.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
You are responsible for paying any postage or shipping costs incurred when returning the product unless the product is faulty.
We recommend that all returns be sent using a tracked and insured method of postage, so that a record of the return is available for you and you are able to claim with the courier for any damages occurred in transit.