We only refund outbound carriage in line with Distance Selling Regulations or if the item was incorrectly shipped or was found to be faulty. Please note that return carriage is the responsibility of the customer and we do recommend that you use a traceable method of carriage for your return. Please note we do not advise customers of receipt back into our warehouse. In the case of incorrectly delivered or faulty items return carriage will be refunded but if a priority courier is used then only a reasonable sum will be refunded.
Once we receive your returned parcel, we will inspect and process the goods within 24 hours and aim to process a refund as quickly as possible but retain the right to refund up to 30 days following the return of these goods. You will receive an automated email advising of the refund but please note it can take your card issuer a few days to allocate the sum in question back to your account. This time frame is outside our control and dictated by your card issuer.
It is necessary for you to contact us in advance of you returning an item. If you decide to return an item because you dont like it, you may return it to us at your own cost, alternately, we can arrange collection by our own carrier, at a cost of £85 per consignment this is purely to cover the cost of fuel and the drivers time. A restocking fee of 25% will be payable which we will deduct from your refund.
We try to select and package the products as carefully as possible to ensure they arrive in good condition, however if a product arrives damaged, faulty or with defects we will replace if free of charge, or provide a full refund (as appropriate). In this case, you MUST contact us within 3 working days if a product arrives damaged, so that we can issue a Goods Returns Note, whereupon the faulty goods can be returned with the original dispatch note.
Certain goods are excluded from this returns policy, such as food/perishable items, paint, personalised products (e.g. engraved items), certain items of jewellery, seasonal (eg Christmas/Easter) products and those products that have been made to order. As many products listed on our site are manufactured from natural products (timber, slate, granite, marble, etc) you must be aware that natural variations and colour and finish must be expected, and are not regarded as faults. These items cannot be returned unless they are faulty a Goods Returns Number will still be required. We will make the refund directly to the card that was used to place the original order (excluding P&P), and regret that we are unable to refund to an alternate card. Where we offer a refund for a product that has been ordered and we are then unable to supply, we shall not be liable for any consequential loss that may arise in relation to the order. This does not affect your statutory rights.