Cancellation, acceptance of goods and returns Policy
You have the right to cancel your order within 14 days without reason for a full refund. If you wish to cancel please contact us as soon as possible as with your order reference. If your order has been delivered you are responsible for the return costs. The item must be returned in its original packaging.
Accepting delivery of your goods
A signature is required upon delivery. Please check your goods to ensure they are correct and there are no visible signs of damage. If you receive your item damaged, or with defective, incorrect or missing parts we will need to be notified within 24 hours of delivery on firstname.lastname@example.org or your claim may be rejected. We will get back to you within a maximum of 24 hours. You must include your order number and a brief description along with photographic evidence of the defects.
Once the goods have been signed for it is the buyers sole responsibility to ensure they are kept safe and undamaged in their original packaging (please see our returns policy for further information).
In the unlikely event that for any reason we cannot deliver your goods on any service described in the terms and on the estimated date, we reserve the right to amend, alter or postpone delivery accordingly and we will contact you as soon as we are made aware of any issues.
At present we currently have a 6 week lead time due to supply and logistic constraints of COVID-19.
If you wish to return your goods you may do so by emailing us within 30 days of receipt of your order as long as the item is still in its original packaging and has not been used. Please make sure you include your order reference and a brief description of the reason for return. Once your return has been accepted please ensure the goods are returned to us within 7 days. Failure to return the goods to us within this time period may result in the return being rejected. If you have no means of returning your order, we will arrange a collection of the goods upon request and debit the courier collection charges from your refund. Charges vary depending on the size of your item, type of courier required, and number of parcels but typically range from £20.00 to £120.00, and we will assess this based on the location away from our office.
If the goods have been signed as damaged on the delivery note and you do not wish for a replacement we will arrange collection of the goods free of charge. Please note as we get charged per collection attempt we can only arrange this for free once and if it fails as you are not home or the goods are not available for collection the second and subsequent collection attempts will be chargeable and the initial failed attempt. For any other reasons for return the buyer is responsible for the return postage costs.
All returns must be returned in their original packaging. Failure to do so will result in additional charges that will be deducted from your refund to cover the cost of the missing packaging or any damage that occurs due to the item not being packaged correctly. Once we have received your return the goods will be inspected thoroughly for any signs of use, misuse, or any damage/fault caused by the buyer’s negligence. If the goods show any of these signs they will then be returned back to your confirmed address and a surcharge levy to cover postage costs will apply at the buyer’s expense. If your goods have been assembled and are not faulty, or have been used, you will not be able to return your goods for a refund. After the returned goods have been inspected and we find there are no discrepancies concerning the above your refund will be processed within 10 days.
In case of a manufacturing fault, please email us at email@example.com within 24 hours. If there is a manufacturing fault, we will arrange collection on your behalf. You must send us images of the defects. A refund will be processed once the goods are returned to our warehouse and an inspection made.
For any further queries please contact us on: firstname.lastname@example.org, and we will get back to you within a maximum of 24 hours.