REFUNDS & EXCHANGE POLICY
5 - Cancellation & Returns
This policy does not apply to goods ordered by businesses which are exempt from
the Distance Selling Regulations, or the following goods which are exempt from the right to cancel.
For Trade and Business customers, please see section 8.
You can cancel your contract at any time
up to 14 days after the day of delivery.
To do this, please email or write to us. We are unable to accept cancellations by
phone. Please refer to point 5.1 for items exempt from this term.
You do not have to give any reason for cancellation. However, a brief explanation
will help us to improve the service we offer to customers in the future.
If you cancel, you must return the goods within 14 days of cancellation, complete
with the original packaging to us and/or our supplier (or any other UK address
specified by us), at your own expense. You must ensure that the goods are packaged
adequately to protect against damage.
You may properly examine the goods for 14 days, however you may not return any
goods that have been installed unless they are faulty. For exempt goods please see point 5.1.
If you fail to return the goods, we will charge you the
direct cost of collection. If you fail to take reasonable care of the goods before they
are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
We will refund all monies paid to us by you including any postage / carriage within
30 days, less any costs due under this contract. Please see point 5.1 for exemptions.
We reserve the right not to replace any item that has been fitted, as we will deem
this acceptance of the goods.
We will not be held liable for fitters fees or any other professional trades persons
fees due to late, damaged or lost deliveries.
We are not liable for any loss earnings due to late, incorrect or lost deliveries.
We reserve the right to refuse replacements on any damaged items reported to
us outside of two working days. Please refer to
points: 4.10 and 4.11.
This cancellation policy does not affect your legal rights
-for example, if goods are faulty or mis-described.
6 - Faulty Goods/Guarantee
If there is a problem with the goods, please notify us by email or in writing
providing details of the problem. In addition, you must provide us with a digital
photograph of the problem as this saves you having to return the goods for
inspection. We will deal with the matter in accordance with your legal rights. Please
see points 4.10 and 4.11 for time restrictions.
Customer takes responsibility in applying the correct information for custom made orders.
However, if a mould is made wrong to the dimensions given, we will exchange or refund the goods as long as we receive
the original goods in the same condition when sent. We will reimburse postage.
The manufacturer’s warranty is provided in addition to the rights that the law says
you have as a consumer and accordingly, your statutory rights are not affected.
If an exchange is necessary, this will be arranged without unreasonable delay and
without charge. Replacement goods will not be dispatched until either a indicative
digital image is supplied by the customer, or the original goods have been received at
our warehouse and checked.
The cost of returning goods to us is your responsibility, however on inspection we will
refund your reasonable postage costs, providing that the goods are found to be
faulty. If the goods are not faulty, we will return them to you, however you will be
required to cover our reasonable postage costs.