Returns / Damages
• CANCELLATION OF GOODS WITHIN 7 DAYS
We offer a 100% satisfaction guarantee on all of our products with an initial 7 day cooling off period – just in case. Returns MUST be made IN SUITABLE PACKAGING AND IN THE SAME CONDITION THEY WERE DELIVERED IN.
PLEASE NOTE THAT THE COST OF RETURNING THE ITEM IS THE RESPONSIBILITY OF THE BUYER
• DAMAGED GOODS
Please inspect the order BEFORE signing for the receipt of the delivery – Once your order is out for delivery please be prepared to inspect the items before signing for receipt of the goods, due to the insurance on the delivery ending the moment that the delivery note has been signed.
In the unlikely event that your items are damaged during transit. Contact us within 24 hours of receiving the order and we will request pictures of the damage so that we can investigate the cause and severity before dispatching free replacement parts or items if required.
We reserve the right to request pictures of damages or the return of the original faulty/damaged part. If the part can be repaired we will happily send the repaired item back to you with delivery charges prepaid by us.
Where a part cannot be repaired, a replacement item will be sent back to you at our cost
Due to health and hygiene reasons, intimate items such as mattresses, mattress toppers and pillows are exempt from our returns policy.
These items must be un-opened and unused.
If you would like to try before you buy, please visit us at our showroom and a member of our sales team will be happy to assist.
• ASSEMBLED ITEMS
Please note that any items which are assembled have been accepted and are therefore not covered by our 7 day initial return to base policy.
We are unable to arrange for collections of assembled items via our carrier as they are not insured to carry such products.
We advise that all packaging is kept until the goods have been checked prior to the beginning of the assembly process.
Please note that any returns must be arranged by the buyer at their own cost in order for an inspection to take place, however if the findings of the inspection show that an item was faulty at the point of dispatch then this postage charge will be refunded.
If the items are returned because an item is found to have been assembled incorrectly which has caused damage to the parts then a refund or exchange will be refused and the item will be returned to the customer at the customers’ expense.
• YOUR RESPONSIBILITIES
When a return is requested in accordance with the contract, you, the customer must take reasonable care to ensure that the item(s) are received by us and that the goods are not damaged in transit.
Under the Distant Seller Regulations, customers are under a statutory duty throughout the period of cancellation to retain possession of the goods and take reasonable care of them.
Inspections will be undertaken upon the receipt of returned items.
This procedure could take up to 14 working days starting on the date we receive the items back.
We will assemble items where appropriate or will return the items back to the manufacturer for further advice before getting back to you with the findings.
• 12 MONTH GUARANTEE
For the peace of mind of all of our faithful customers we offer a 12 month guarantee on all items, however some terms and conditions apply. (see below)
This means if for any reason the item is not functioning as advertised, or develops a fault we will repair/replace or supply replacement parts.
The guarantee is back to base, which means that any faulty items must be returned to us with any delivery charges prepaid by the buyer before any replacements are issued.
Please note that if the return is requested after the items have been used for a period of time then the following applies:
Unfortunately warranty claims for replacement repair and adjustment are not available in the following circumstances.
1. Ordinary wear and tear
3. Misuse or abuse
4. Accident, fire, storms
5. Malicious damage
6. Unauthorised repairs by any person including a non-authorised service technician
8. Fading or inadequate care of the item during the warranty period.
We reserve the right to refuse requests made after the initial warranty timeframe under certain circumstances.
Please note that refunds will be issued within a maximum of 28 working days.
Should a refund be requested for an item which has to undergo an inspection, we will do everything we possibly can do to make sure that your refund is completed before the regulated 28 days.
Any other return queries please call our after sales team on 01254 692 888.