Returns & Exchanges Policy:
MY ITEM HAS ARRIVED DAMAGED/WAS NOT WHAT I WAS EXPECTING!
We want all of our customers to enjoy their shopping experience with us which is why, if you have a problem, we will do our utmost to resolve it in a way that you are satisfied with.
We ask that all of our customers check their package as it is delivered and to sign for the item as 'Damaged' if this is the case. If you do not have time to check the item or the courier is rushing you, please sign for the item as 'Damaged' anyway as this will make any claims process much easier for both parties.
We check all items before they leave. If the item is ex-demo or second hand this will be stated in the product listing and any defects noted. In the unlikely event your item arrives damaged, or with defects other than those stated in the product description, please contact us IMMEDIATELY on (+44)1233 624441 - if this is outside our hours of trading please leave a message or send us an email to: firstname.lastname@example.org and we will get back to you within 48 hours. We may ask you to send photos of the damaged item, or arrange to have it collected from you dependent on the situation. Please see our 'Shipping & Returns' page for full information with regards to refunds and returning items. We will usually offer you a replacement if one is available.
All of our items are covered by the Distance Selling Regulations, however custom orders need to be treated slightly differently and we will call you to discuss your individual circumstances.
Right to Cancel (Distance Selling Regulations)
These regulations apply to goods ordered via our website on-line and telephone order service that are delivered by third party carriers.
You have the right to cancel the sale within up to 7 working days from receipt of the goods, without penalty and without giving a reason. To allow us to process a refund the following details need to be complied with:
The cancellation needs to be in writing via fax or email or in person
The goods must not be damaged, used or soiled and must be in the original packing as sent to you. Such as - they must be in merchantable condition.
It will be your responsibility to return the goods at your expense. (We suggest that you insure the goods against transit damage).
We suggest for your own peace of mind to contact us prior to returning any goods; refunds will not be offered for damaged or soiled goods, any such goods are liable to be returned
Special orders, custom puchases or made up orders cannot be returned unless the goods are proved by us to be faulty or unsuitable for purpose.
If we do decide exceptional circumstances have been implemented then we the reserve the right to charge a re-stocking fee, this will be up to the value of the trade price of items purchased.
When placing orders for goods delivered by carrier we will need to be informed within 3 working days of receiving your parcel, (this is extended to 14 days for overseas sales), whether any transit damage has occurred by telephone (+44)1233 624441 or by emailing email@example.com
Please check your goods at your earliest convenience to ensure that nothing is missing and that the order has been correctly executed.