Returns: If you are unfortunate enough to receive product which is damaged or incorrect in any way, we will do our very best to repair, replace or refund the product. In some circumstances a replacement or repair will not be appropriate and we reserve the right to collect the faulty goods and give a full refund without offering a replacement or repair. In order to assist us in providing an excellent service and to avoid ambiguous situations we ask that all damage, or short deliveries be reported within 48 hours of receiving delivery. After this time, we cannot be held responsible for any product found to be damaged or missing. Where we are requested to deliver to a warehouse or other holding location it will be the buyer’s responsibility to ensure the goods are fully checked in line with our notice period above. We will not be liable for damage discovered more than 48 hours after we have delivered of the goods. Where it is agreed that product should be repaired, we will work with the customer to affect a quick and efficient repair of the product. Due to the nature of the product and often specialist finishes, we cannot always give accurate timescales for the completion of a repair. We require skilled craftspeople to complete repairs to the appropriate standard. We will do our utmost to procure these services as quickly as possible but sometimes such services are not readily available. If we consider the time to repair unreasonable, we reserve the right to collect the product and supply a full refund. Where goods are returned through no fault of our own, we are happy to accept undamaged, boxed product for refund. We ask that clients return unwanted product within 10 working days of receiving it. We will not accept a return of product more than 10 working days following delivery. We do charge a fee on the return of undamaged boxed product to cover the cost of checking the product and entering back into stock. This fee is a set amount based on each product individually. We also require that the product is returned to our warehouse1. We will be able to process a credit and refund 2 working days following the receipt of the goods in the warehouse. Our contractual relationship is with the purchaser of the goods (our client). Any dealings in relation to the return, repair, replacement or refund of a product, or any customer relations, will be conducted with our customer. Where our client is an interior designer and the goods have been purchased to sell on to a third party, we will have no contractual relationship with the third party. As such all after sales care will be conducted with our client and not any third parties with whom we have no contractual relationship.
Understanding your rights…
If something’s gone wrong with an item you’ve bought, you may be entitled to a refund, repair or replacement.
You’ll have legal rights if the item you bought from was less than 6 years ago (5 in Scotland)
Colourist Items: 6-10 weeks from confirmation of colour and sheen
Wired to order lighting: 3-4 weeks
Upholstery: 3-5 weeks from receipt of fabric
In the meantime, if you need any help please don’t hesitate to email us on: [email protected] or call us directly on 020 7622 2928
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