Orders & Returns PolicyChange an order
We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address or remove items from your order please contact our Customer Services team for advice on 01622 870050 between 9am and 5pm, Monday - Friday or email firstname.lastname@example.org . Please be ready to quote your order number and order date.
If your order has already been despatched or delivered, then you’ll need to follow our Returns Procedure (below) in the event of any unwanted products.
There are some products which we cannot cancel, refund or exchange. Please see the 'Products we're unable to cancel, refund or exchange' section below for more details.
Cancel an Order
Cancellation under The Consumer Contracts Regulations.
Please note that, in accordance with the abovementioned legislation, you are entitled to cancel your entire order (Contract of Sale), if you wish, provided that you exercise your right and notify us no longer than 14 Calendar days after the day on which you receive the Product(s). This period of time is known as the cooling-off period during which you have an unconditional right to cancel.
If you wish to exercise your right to cancel this Contract we will refund the original purchase price and delivery charge, provided that you have notified us in writing (letter, fax or e-mail), no longer than 14 Calendar days after the day on which you receive the Product(s), and that you have taken reasonable care of the Products and not used them. Please follow the instructions set out in our Returns Procedure.
Please note that your right to cancel this Contract does NOT apply to Business to Business sales (B2B) or Products which fall into the following categories unless they are faulty or not as described:
Made to measure, customised or personalised goods
Please see our Refund Policy for further details.
Incorrect or Faulty goods
In the event that you receive a faulty or incorrect product please contact customer services by e-mail email@example.com or telephone 01622 870050 between 9am-5pm, Monday - Friday so that we can issue a Return Merchandise Authorisation number (RMA). Once you have a RMA number arrangements will be made to collect and exchange or refund. Please do NOT return the item(s) without first obtaining a RMA number. Any items returned without a valid RMA number will not be accepted.
You will not be charged for the cost of collection or re-delivery (in the event of an exchange).
If you wish to cancel your entire order you must notify us in writing (letter, fax or e-mail), no later than 14 Calendar days after the day on which you received delivery of your Product(s). Upon receipt of your notification we will issue a Return Merchandise Authorisation number (RMA). Once a RMA number has been issued arrangements will be made for the return of the Product(s). Please do NOT return the item(s) without first obtaining a RMA number. The RMA number should be clearly marked on the outside of the package. Any item(s) returned without a valid RMA number will not be accepted. We will refund the original purchase price and delivery charge provided that the timescale as detailed above has been observed and that you have taken reasonable care of the Products and not used them.
Returns of any unwanted products can be made within 28 calendar days of receipt. Please contact customer services by e-mail firstname.lastname@example.org or telephone 01622 870050 between 9am-5pm, Monday - Friday so that we can issue a Return Merchandise Authorisation number (RMA). Once you have a RMA number please make arrangements to return the item(s) at your own expense to the following address:-
Unit 6 Archers Park
Please ensure that the item(s) are packaged suitably and that you include your name, address, order number and the reason for the return. The RMA number should be clearly marked on the outside of the package. Please do NOT return the item(s) without first obtaining a RMA number. Any items returned without a valid RMA number will not be accepted.
You will be responsible for selecting the method of safe return and the cost of sending the item(s) back to us. We cannot be held responsible for items lost or damaged in transit. We would recommend that you purchase appropriate carriage insurance.
Please see below for full details of our refund policy.
We want you to be happy with your purchase. If you're not, just return the product to us, and we'll exchange or refund it; please be aware that time limits apply - see Returns Procedure above for details. Please see below for products excluded from this policy.
Under the The Consumer Contracts Regulations, if you buy online or by ‘phone, your consumer rights entitle you to a full refund if you request one in writing within 14 days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.
Ordinarily we'll refund the original debit or credit card used to purchase and we will complete the refund within 14 days of the date that the return request was notified.
Condition of returns
It's important that returned items are in the best possible condition, so please take reasonable care of them. See our Terms and Conditions.
Delivery charges will only be refunded for entire orders cancelled within 14 working days of receipt as detailed in the 'Cancelled Order' section above and in accordance with The Consumer Contracts Regulations.
Products we're unable to cancel, refund or exchange
Unless faulty, or not as described, we cannot refund or offer an exchange on:
- personalised or customised products
- custom designed closet layouts
- goods that have been installed by us
We're unable to accept order cancellations for these products.
This does not affect your statutory rights.
Delivery charges will be displayed during the check out process and start at £4.95.
We aim to ship orders 10 - 12 working days from receipt of order. Orders for component parts and accessories will normally be quicker but orders for complete systems, and especially custom systems, can take a little longer. If you have a particular deadline please let us know at the time of order. We can normally agree delivery dates at the time of order if you 'phone or e-mail to request but as delivery is carried out by third party carriers we are unable to 100% guarantee delivery dates.
About our delivery service
- We deliver most items Monday to Friday, 8am-6pm by carrier. A signature will be required.
- We can normally specify the day of delivery but not the time.
- Saturday deliveries can be arranged but incur a supplement. Contact customer services for details.
- Products may be sent out from multiple locations and therefore may arrive separately, but you won't incur additional delivery charges as a result.
- We will notify you by e-mail when your order has been dispatched and when you can expect delivery. Please ensure that you provide your correct e-mail address during the checkout process.
- If you are not available to accept the goods on the day of delivery a calling card will be left by the carrier.
- If you do not communicate with the carrier as requested on the card and within the time frame given, the goods may be returned to our warehouse. If this happens we reserve the right to levy a re-delivery charge as appropriate.
Express delivery is usually available for most of our products. Please check with customer services on 01622 870050 for further information and pricing.