Under the Distance Selling Regulations, you may cancel a distance contract to purchase a product or products from us at any time within 14 working days after the day you received the relevant product or products (subject to the limitations set out below).
In order to cancel a contract in this way, you must give to us written notice of cancellation. This can be done by email to firstname.lastname@example.org quoting your order reference number, full name and address.
If you cancel a contract on this basis, you must promptly return the products to us, in the same condition in which you received them. Items must be returned in their original packaging and in re-saleable as new condition.
If you cancel a contract on this basis, you will be refunded in full the cost of the goods. However, we are unable to refund any initial outbound delivery charge you have paid, and you will be responsible for paying the cost of returning the product to us.
Please be mindful that until the product is safely returned to us it is your responsibility to ensure it stays in perfect condition. Returned items will be fully checked and photographed on return. Any items that are received by us in a damaged condition will not be eligible for return or refund, and any such items will be returned to you.
Where you wish to make a return you may opt for us to arrange for you the collection of the items through our preferred delivery services, this is usually the most comprehensive and cost effective service available. The cost of this service will be agreed with you before arrangements are made and then deducted from your refund. Please be aware that the initial delivery charge of £29 is heavily subsidised by us and the return costs will be higher. Costs of return are usually charged at £60 for the first item and £30 each for subsequent items, but extra charges may apply depending on your location and availability.
If you cancel a contract on this basis and you do not return the products to us, we may recover the products and charge you for the costs we incur in doing so. Similarly, if you return the products at our expense, we will pass that expense on to you.
During delivery you should check the condition of all packaging. Any obvious signs of damage to packaging should be reported to the delivery team and documented on the delivery note. The item with damaged packaging should be carefully unpacked by the drivers onsite and inspected for damage to the product. Any damaged product should be repackaged into its original packaging and returned with the drivers. You should clearly mark on the delivery note which package has been returned with the drivers by noting the product code on the delivery note. In this instance you must get the driver to sign your copy of the delivery note, confirming they have retained that item.
Without exception all items should be unpacked and checked within 48 hours of delivery. We are unable to accept claims for damage outside of this time limit. Items which have been delivered damaged or are faulty must be reported to our customer services department by email to: email@example.com within 48 hours of delivery.
In the unlikely event that your item is found to be damaged after you have received delivery (but reported within 48-hours of delivery) we will ask for photographs to be emailed to our customer services department to help us assess the damage.
Please note that naturally occurring characteristics in natural materials, such as knots or shakes in wood or markings or scars in leather will not be classed as faults or cause for return. These will be categorised at our sole discretion following photographic assessment.
If stock levels allow, we will replace damaged items as soon as possible using our preferred delivery service explained above. We will collect the damaged items at the point of delivery of the replacement items. We will pay all delivery costs involved in replacing the damaged item and the quick replacement of items will be our priority. However, we will not be liable for any loses, costs incurred or consequential loss resulting from a replacement delivery being necessary, including (without limitation) time being taken from work to await replacement items.
Damaged items will be classed as individual items and will be replaced as such. In no way will damage to individual items class the whole consignment as damaged or entitle you to a free return of the whole order.
In cases where no obvious signs of damage were marked on the delivery note, and we have reason to believe damage has been caused by the customer, we reserve the right to not accept returns or to not replace items.
Items awaiting replacement should be kept in a suitable location as not to allow further damage.
To minimise damage please always be extremely careful when unpacking items and for larger items at least 2 people should be used to unpack.
Nothing in these terms of sale affects your statutory rights (including your right to receive a refund in respect of any defective product we sell to you).
If you cancel a contract and are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, that (when required) goods have been promptly and safely returned, within 30 days of the day we received your valid notice of cancellation.