Delivery and returns policy
DELIVERY & RETURNS
All our products include free delivery to any UK mainland addresses (exclusions apply )
Please be aware we use third party delivery and transport companies for all of our deliveries. Therefore, our customers’ need to be aware that the delivery companies have their own terms and conditions and we have only a certain amount of control over their process.
In case of big item’s pallet deliveries we will inform the customer delivery date ( unfortunately there is no way to give exact time of the day) In the event of customer not being at the delivery address to accept delivery if it is possible item will be taken back to delivery companies local depot try again (second attempt) following working day. The delivery company will charge us for second attempt to delivery which we will charge to the customer. In the case of items coming directly from outside of the UK cannot be taken back therefor they have to be unloaded to the delivery address stated in the order. In this event, we do not accept any responsibility for the damage can be come to un-attendant item. To avoid any extra charge and delay your order, as a customer you accept that. On delivery date ‘you will have to be at delivery address to receive your order and sign collection documents. You are also responsible of carrying the items in, removing the packaging and disposing pallet(s) and packaging.
IN THE CASE OF RECEIVING DAMAGED ITEMS
The items heavier than 20kg and in one box might need to be delivered on pallet. Please be aware due to health and safety reasons, pallet delivery drivers will not carry anything for you. Their responsibility is to bring the pallet as close as possible to your door. If you have a stairs, or not any exit to the main road they have no responsibility to bring/carry your item into your premises. Please be aware, opening the packages, carrying the staff in your promises and disposing the pallet and the wrapping is customer’s responsibility. Also, please note pallet delivery companies usually deliver by a big track which might create some difficulties to drive in some narrow places.
If you see that the pallet’s packing does not look right or clearly some damage has been done or the driver/ carrier drop the item while unloading it you can refuse the accept the delivery. If you decide to or convince by the delivery person to accept it, Please take as many photos as possible and if you decide to take the package please sign with the note – packaging does not look ok, most likely the item is damaged, awaiting inspection- and contact us immediately.
If you don’t bring the case to us immediately, it will be very difficult or almost impossible to prove the incident. We will offer the customer a refund or replacement and process accordingly. We can only sent refund or the replacement once we have received items and confirmed any damage.
FAULTY ITEMS OR WRONG ITEM RECEIVED
In the event of an item becoming faulty, the Consumer Rights Act 2015 applies. If within warranty, we’ll probably need to get the item back to us to fix or replace it. A replacement or the refund only can only be sent once we have confirmed the fault.
In the event of wrong item sent, we will arrange collection and replace the item or refund customer’s payment in 2 days after receiving the item back.
If a customer wish to return all or part of the purchased from our online shop or any other third party online marketing platform, can do in 14 days after the item received UNDER THE CONSUMER RIGHT ACT 2015. Unfortunately we will not be able to accept returns for ‘customised and/or make to order items except item is being faulty or damaged during delivery. If it is the case, customer needs to proof of the damage or the fault by taking photos, videos or any other reasonable but necessarily methods. If it is the case we will arrange collection of the item but customer will help to get the item in collectable state, be at the premises on given delivery day.
If a customer decided to return item with any reason except the ones explained above, they need to confirm return address with us ( as we might have different delivery address for the different size/type items) and arrange their own delivery with their own expense, and be responsible until the item received by us in original packaging and in good conditions. To issue the refund we must receive the items in good if it is possible resaleable condition within 20 calendar days of receipt.
In the case of exchange we will quote customer the cost of exchange included delivery, return delivery and start to process after conditions accepted in written and if there is any settle the areas in payments.
THE OTHER CONDITIONS WHERE RETURN IS NOT ACCEPTABLE
In event of item seen and collected by the customer from our premises.
Items where our product description says, “This item is made to order”
Items sold as a second hand by the first buyer.
Items cannot be re-sold due to hygiene and health and safety reasons.
Items became unusable due to costumer’s fault, misuse and neglect.
Please note, we will do our best to come an agreement and help in any way possible to find a solution which is suitable and cause minimum lost for both sides. We also believe our customers can have unique problems or reasons to require for refund or return therefor we will treat each request accordingly.