Your rights during the ‘Cooling off period’ and other rights or obligations only apply to consumers and not to business buyers.
As a consumer you have the right to cancel and return your order for any reason within 14 working days from the date of delivery. To do so you must notify us in writing - preferably email to firstname.lastname@example.org, alternatively you can call 020 8023 7527 first and confirm in writing within 24 hours. All requests for refunds and returns must be within those 14 days. The goods must then be returned within 14 days of notification.
Orders placed for made to measure products may not be cancelled. All made to measure products are manufactured to normal manufacturing standards with a +/-1.5mm tolerance on widths and heights. Goods will be manufactured to agreed and signed for specifications, without expection. Any costs incurred from changes made after acceptance in writing will be charged at full commercial rates.
If the ordered products have not been dispatched by us at the time of cancellation we will refund to you all the monies paid by you within 14 days of recieved funds.
If the products have been received or dispatched to you, and it is your intention to cancel, then the goods should not be unpacked on arrival and very importantly must be returned to us suitably protected and wrapped. The goods must also be returned by a reputable carrier to minimise the risk of damage and by arrangement with our transport department. Please call our customer service department to arrange returns.
While in your possession you must keep any products you intend to return to us in good condition. You will be responsible if they are lost, damaged, or destroyed whilst they are in your possession as ownership of the goods and title pass to you on delivery.
The goods must be returned to us in good condition and within 14 days of receipt by you and we reserve the right to check on arrival back at our premises that there is no damage or missing parts. We reserve the right to deduct any monies from your refund should you return only in part the product you purchased, or indeed if you have damaged or used it in any way.
On arrival back at our premises we will refund all monies paid by you less the cost of delivery / collection or return of the products including an administration and restocking charge (generally 15-20% of the delivered price with a minimum of £60 on order values less than £500) and less any costs for damages or missing parts. This process normally takes up to 14 days to process the refund, after return.
If the product is received by you and has transit damage to the outer packaging then this must be noted when signing the carrier’s delivery note or hand held computer. If it is obvious that the whole set has been damaged during transit then you can refuse delivery and ask for a replacement set to be sent. In any case the maximum period for reporting transit damage is 48 hours.
If when unpacking the goods and within 48 hours of delivery you find that there is a manufacturing fault or missing parts then there is no need to return the full set as you can contact our customer service department and they will send out replacement parts.
We cannot accept return of any product once it has been used in service, or indeed worked on in any way, as this would make those unsaleable in an as new condition. In this circumstance no refund will be given.