Returns and Refund Policy
Our returns policy lasts 14 days. If 14 days have gone by since your purchase, we cannot offer you a refund or exchange under any circumstances.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and in a resalable condition.
The basic terms of return and credit are as follows:
- Returns will NOT be accepted at our warehouse without a GRA number
- Goods are returned at your cost and risk (we strongly recommend insuring your return against damage by the carrier)
- Desktops are non-returnable under any circumstances
- Chairs and stools provided are non-returnable
- A 25% handling charge will apply to all returns
- Returns will not be credited if received damaged
- Product is not returned to our registered office address
This part of the policy deals with returns - for any delivery damages discovered within 48 hours of delivery, please refer to the last section of this policy below.
All desktops and table tops are non-returnable and non-refundable due to each one being custom made for the frame it was ordered with. We bespoke all tops for all orders to ensure that our inventory and service levels are manageable. We do not accept tops back under any circumstances.
A 25% handling charge is applied and deducted from any monies credited in all return cases other than goods damaged by our carrier (and notified within 48 hours of delivery). This handling charge helps towards the original cost of shipping the goods, the administration work needed to effect both the original sale and the return and credit, the inspection of the returned goods by our warehouse staff, repacking and restocking costs and new packaging. The handling charge is not a penalty but helps go towards covering our actual accrued costs.
Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will be applied to your credit card or original method of payment, within 3 days.
There are certain situations where only partial refunds may be granted, this can be when any item is returned not in its original condition or is missing parts for reasons not due to our error.
Late or missing refunds
If we have advised you that we have refunded your purchase and you haven’t received a refund yet, please double check your bank account or contact your credit card company, if in any doubt, contact your bank as there is often some processing time before a refund is posted to your account. If you have done all of this and still have not received your refund yet, please contact us at firstname.lastname@example.org and we will do what we can to help.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
All damages must be reported within 48 hours. We cannot entertain damage claims outside of this time.
Returns for goods delivered to you damaged may not be entertained if the delivery was signed for as received in good condition. Please sign for goods as 'unchecked' or inspect goods with courier present.
If you need to exchange damaged goods for the same item, please send us an email at email@example.com and await a “goods returns authorisation” (GRA) number which will normally be issued within 48 hours. A confirmation email will be issued that this has been allocated to you. Please include your mobile number in this email as we may need to contact you to clarify your claim prior to issuing a GRA.
Once we have sent you a GRA number via email, please package goods up to avoid damage on return and advise us by email that the goods are ready for collection. We will advise you of the collection day.
Please ensure you wrap the return product extremely well to avoid any damage in transit which will affect your ability to receive a refund. We suggest wrapping the original packing around with bubble wrap and binding it securely with packing tape to ensure 100% safe return to us.
The goods are being shipped back to us under your liability, if you do not wrap the goods well and we receive them damaged we can not issue a refund for them under any circumstances. Photographic proof sent via email of any damage will be deemed to be sufficient evidence.
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