CONSUMER CANCELLATIONS & RETURNS POLICY
If you are a consumer, you have a legal right to cancel or return an order as set out below. If you are a trade customer, please see the TRADE section below.
Please note: this cancellation right does not apply in the case of any bespoke, made to order or customised goods (e.g. poles that have been cut to size). If a product is made to order (and therefore non refundable) this will be specified on the website in the product description.
We will refund you the price you paid for the Products, less the cost of delivery to you (if goods have been despatched). However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
CANCELLATIONS - I haven't received my order yet, but I want to cancel it
To cancel your order please contact us immediately and your order will be refunded in full within 14 days of your cancellation being received and confirmed. Please note this is only applicable if goods have NOT been despatched, and we haven't started processing your order if it's custom made, which we sometime do within minutes of receiving your order.
Please note personalised or bespoke items, such as items cut to size, cannot be cancelled if they are already in production.
RETURNS - I have received my order, but I want to return it because...
...my item is damaged / faulty / I am missing an item
While every effort is made to ensure that you receive the required goods in the best possible condition, please inspect all items carefully upon receipt. In the unlikely event that you receive faulty or missing goods, please contact us immediately and we will replace these free of charge.
Please note: no refunds can be given once the goods have been cut, treated or altered in any way.
...I have changed my mind / I ordered the wrong item
Should you realise that you have ordered the wrong product, or decide that you have changed your mind and wish to return it, then please contact us immediately. You have 14 days to request a return and you must return the items at your own cost by your own method.
Goods can only be returned to us after agreement has been confirmed in writing as detailed below. To be eligible for a return, your item must be unused, unaltered and in the same condition that you received it. It also can't be a made to order item (which will be specified in the product page) as these are non returnable. It must be in the original packaging to avoid damage, with the required identifying paperwork. Items damaged, altered or personalised/made to measure (such as cut to size) in any way cannot be refunded.
Please ensure all items are packed in the original packaging, as no refunds can be given if goods are received damaged.
We recommend using a tracked & signed for service as items not received cannot be refunded. Although these are not specific recommendations, there are several online companies who will collect parcels from your door such as:
or many local shops offer parcel drop off services with companies such as www.myhermes.co.uk. A refund will be processed (less the cost of our delivery to you) on receipt of returned items in a resaleable condition only.
***If 14 days have elapsed since receipt of items, or your items are cut to size or made to order, unfortunately a refund cannot be given***
REFUNDS – how will you refund my money?
Once your return has been received and inspected, we will send you an email to notify you that it has been received. We will also notify you of the approval or rejection of your refund.
If your return has been approved, then a refund will be processed, and automatically applied to your credit card or original method of payment, within 14 days of receipt of return. Any enhanced delivery options will not be refunded.
EXCHANGES – Can I swap for a different product?
If you change your mind, exchanges are only possible by returning your item as detailed above and re-ordering the alternative item on the website. Faulty items will be exchanged free of charge, at our expense with the relevant proof.
TRADE CUSTOMER CANCELLATIONS / RETURNS POLICY
CANCELLATIONS
I haven't received my order yet, but I want to cancel it
To cancel your order please contact us immediately and your order will be refunded in full within 14 days of your cancellation being received and confirmed. Please note this is only applicable if goods have NOT been despatched, and we haven't started processing your order if it's custom made, which we sometime do within minutes of receiving your order.
Please note personalised or bespoke items, such as items cut to size, cannot be cancelled if they are already in production.
RETURNS
My item is damaged / faulty / I am missing an item
...my item is damaged / faulty / I am missing an item
While every effort is made to ensure that you receive the required goods in the best possible condition, please inspect all items carefully upon receipt. In the unlikely event that you receive faulty or missing goods, please contact us immediately and we will replace these free of charge.
Please note: no refunds can be given once the goods have been cut, treated or altered in any way.
I want to return an item I bought as a sample / goods on approval
Unfortunately we do not offer a goods on approval service. All items bought as samples are non returnable. In exceptional circumstances, we may accept items which will incur a 30% restocking charge, but this must be approved by us in writing prior to items being returned.
The items I have received look different to the photos
The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. We strongly advise that if colour matching is important, you buy the samples offered for sale on our website. We reserve the right to charge a 30% restocking fee on any items returned for this reason where samples have not been purchased, and returns will only be accepted by prior arrangement in writing, within 14 days of receipt of goods.
I have changed my mind / I ordered the wrong item
Should you realise that you have ordered the wrong product, or decide that you have changed your mind and wish to return it, then please contact us immediately. We reserve the right to charge a 30% restocking fee for any items returned for this reason and returns will only be accepted by prior arrangement in writing, within 14 days of receipt of goods.
To be eligible for a return, your item must be unused, unaltered and in the same condition that you received it. It must also be in the original packaging to avoid damage, with the required identifying paperwork. Items received damaged, altered or personalised/made to measure (such as cut to size) in any way cannot be refunded. You must return the items at your own cost by your own method.
***If 14 days have elapsed since receipt of items, or your items are cut to size or made to order, unfortunately a refund cannot be given***
REFUNDS – how will you refund my money?
Once your return has been approved and we have received and inspected the goods, we will send you an email to notify you that it has been received. We will also notify you of the approval or rejection of your refund and any restocking fee incurred. The cost of our delivery to you will only be refunded if goods are faulty or damaged.
A refund will be processed, and automatically applied to your credit card or original method of payment, within 14 days of receipt of return.
EXCHANGES – Can I swap for a different product?
If you change your mind, exchanges are only possible by returning your item as detailed above and re-ordering the alternative item on the website. Faulty items will be exchanged free of charge, at our expense with the relevant proof.
DELIVERY DELAYS / OUT OF STOCK ITEMS
We hold most items in stock and aim to despatch your order within 7 working days, with the exception of the motorised poles which have a longer lead time. The delivery timeframe will be specified in the shipping tab on the product page.
We do our utmost to show only those products which we have in stock. However, in the event that your item is out of stock when we receive your order, we will notify you immediately so that you can either choose to wait for your items, choose an alternative, or cancel your order. If you choose to wait for your order, full payment will be taken at point of order.
All delivery times are approximate, and we will not be held liable for any compensation as a result of any unexpected delays.
We will, from time to time offer ends of lines or discontinued items. These will always be marked clearly as limited stock.
