My item arrived faulty or damaged, what do I do?
Within 30 days of purchase or delivery, you may return a faulty product for an exchange or refund. You can return it to our store. Or you can arrange for a return by calling us on 0117 350 1980, or by emailing firstname.lastname@example.org.
Please note – Within product’s guarantee period (normally 12 months from purchase or delivery: We will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault. Please call our team on 0117 305 1980 or emailing email@example.com to arrange collection. To speed up the process, please have your order number to hand before calling. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you. Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.
There are 2 ways to return a product bought online or over the phone:
- In-Store: Whether you bought it in-store, online or over the phone, all of our products can be returned to our main store in Bristol.
- Over the phone: You can also arrange product collection and refund, alternatively exchange or repair, by calling our team on 0117 305 1980.
If you decide to return my item from my home/business instead of bringing it into your store, this can be arranged, however, this will be with a courier of your choosing at a cost to you. We do not cover the cost of this charge on returned items. This cost will be funded by the customer. Once we have received the goods back from you, we will give you a refund for the cost of the product plus the delivery charge paid (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you. If you have requested we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for services which have already begun or been completed. Refunds can take up to 3-5 working days to be credited to your payment card once we’ve received your returned item.