No Quibble, 14-Day Money Back Guarantee* – Unwanted Goods and Refunds
We have 100% confidence in our products: that’s why we offer you our No Quibble, 14-Day Trial Period.
If you don’t like what you’ve bought, whatever the reason, or if you find your purchase is not quite what you wanted, simply tell us – either by phone or email – within 14 days of the goods being delivered to you.
As long as we receive the goods back complete, undamaged and in their original packaging within 14 days of the date you tell us you are returning them, we’ll give you a 100% refund of the goods’ value. If it is more convenient for you to have the goods collected by our courier, then this can be arranged, and we will just deduct the courier’s cost from your refund.
If the value of the goods has diminished while they were in your possession – for example, from your excessive handling of them – we may issue only a partial refund to take this into account.
Cancelled orders/special orders (where additional materials have been purchased from suppliers to fulfill an order) and non-stock finishes can incur restocking (up to 25% of the order value) and/or returns fees.
Exceptions to our No Quibble 14 Day Returns Policy
There are certain products – for example, goods like custom made hangers with logo, mannequins and display busts that are bespoke and made to order – where the 14-day trial period does not apply. This is clearly marked on the relevant pages.
Some of our products are difficult to transport safely; others cannot be re-packed once opened or built, and a few are sent to you direct by our suppliers. Regretfully, in these instances, we are unable to accept returns under our No Quibble 14 Day Returns Policy.
These products include:
- Custom coat hangers
- Steel lockers
- Platform, shelf, panel/board and pipe/bar trolleys
- Shelf trucks and parcel carts
- Showcases and counters
- Custom poster/print browser sleeves
Delivery/packing charges are not refundable, and you are liable for the cost of returning the goods. (Initial carriage and packaging charges are only refundable for faulty goods, incorrect orders or orders cancelled prior to dispatch.) You must ensure that the goods are packaged adequately to protect against damage. If you fail to return the goods, we will collect them, and 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. Of course, this cancellation policy does not affect your legal rights.
If you paid for your order by card, then your refund will be put back onto the same card within 14 days of the goods being received back at our warehouse. (If you used a discount code, or any other discount has been applied to your order, then the refund will be for the amount including the discount.)
We do not issue refunds in respect of goods arriving back after the 14-day period unless the goods are defective.
The easiest way to exchange an item is to create a new order by phone for the replacement. At the same time, we can organise the return of the original item.
Faulty, Damaged or Incorrect Goods – Consumers
If the item you received is not what you ordered or is faulty, please contact Customer Services as soon as possible after receipt (and in any event within 30 days of receipt), quoting your order number, name and address, details of the item, the reason for return, and whether you require a repair, refund or replacement. We will then confirm how to proceed.
Goods returned within the 30-day period because they were incorrect or faulty will be refunded in full (excluding any discounts applied at the time of sale), including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
If you do not wish to reject the faulty, damaged or incorrect goods, or if the 30-day period has expired, you may request a repair or a replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. Where a repair or replacement is impossible or otherwise disproportionate, we may instead offer you the alternative (i.e. a replacement instead of a repair, or vice versa) or a full refund.
If you reject goods more than six months after you received them, we may reduce any refund to reflect the use that you have had out of the them.
You may not reject goods if we informed you of the fault(s), damage or other problems with the goods before you purchased them, or if you purchased the goods for an unsuitable purpose, or if the problem is the result of normal wear and tear, misuse or intentional or careless damage.
Faulty, Damaged or Incorrect Goods – Businesses
If the goods you receive are faulty, damaged or incorrect, we shall, at our option, repair them, replace them or issue you with a full refund.
However, you must first give us written notice of the non-compliance within a reasonable time of discovering it, you must return the goods (at our expense), and you must give us a reasonable opportunity to examine the goods.
Full details are set out in clause 8 of our terms of sale.
Statutory Consumer Rights
If you are a consumer, nothing in this Returns Policy affects your statutory rights or your rights under any contract you may have with us.
Damages in transit
Our carrier requires goods to be checked upon arrival. Any damages to our products in transit must be specified on delivery and either signed in as damaged or refused so the parcels will come back to us. Failing to do this may incur charges as our carrier will not accept claims once goods have been signed in. It is important all parcels are checked inside – not just the state of the outside box. If parcels cannot be checked at the time of delivery, then please sign the parcels in as unchecked.