Returns and Refunds
For full details of our Returns Policy please see the Terms and Conditions at the top of the home page under the “ABOUT” tab.
DAMAGED /FAULTY ITEMS
Our packaging is extremely robust so your item should reach you in perfect condition. In the event that your item is damaged or faulty you should notify us immediately by email (firstname.lastname@example.org) or by calling our Customer Service Department on 01423 206364 .
We will ask you to take photographic evidence and send it to us. On receipt of this evidence we will contact you to discuss the best course of action. This may be complete replacement or replacement of the faulty part(s).
Please note that any returned item that is deemed faulty by you that is subsequently found by our technicians to be in full working order will be returned to you and you must pay the returned transport costs via your original payment method. We reserve the right to hold the goods until such time as the returned transport costs are received
UNSUITABLE ITEM/ CHANGE OF MIND
If you are unhappy with your purchase, under the distance selling laws, you have the right to return the goods for a refund or exchange the goods. You must follow the following points
Notify our Customer Service Department on 01423 206364 or email us on email@example.com within 14 days of purchase
Fill out our Goods Return Form and include it in the packaging
Ensure the item has not been installed or modified in any way
The item must be in a fully re-saleable condition and complete with all original packaging
The packaging must not be marked or damaged in any way ( initial opening of the package must be done carefully )
The responsibility of the item is yours until the item reaches our warehouse. We recommend you insure the goods and obtain proof of purchase
The return postage costs are at your own expense and non – refundable
In the unlikely event that we send you an item that you did not order, we will arrange the collection of the item at our cost and at your discretion send out the correct item or issue a full refund .
Our products carry a five year parts only warranty from the date of purchase (with the exception of the mirror glass and the LED bulb strips which carry a full one year warranty.
In the event of a warranty claim, you will need to provide proof of purchase. Please note that the warranty is not transferable to a third party
1 The warranty will cease to be valid in respect of the following
2 A defect resulting from normal wear and tear
3 Wilful damage
5 Failure to follow the installation / user instructions correctly or any instructions given verbally by our Customer Support Department
6 Poor cleaning or use of unsuitable cleaning materials
7 Damage to electronic or electrical components caused by exposure to high voltages , static damage or incorrect wiring of the product
In the event of a claim, we will assist you to identify the faulty component(s) and send replacements to you free of charge. We will not be responsible for the installation of those parts but we strongly advise you use the services of a qualified electrician . We will not accept liability for injuries sustained by unqualified personnel.
If we are unable to determine the fault with the item on the second attempt, we will at our disgression, offer a replacement item, repair the item ourselves and return it to you or refund the original purchase amount less postage
We will not be liable for the costs associated with removing or re-installing the item to the wall in your property.
OUT OF WARRANTY
If your item becomes faulty outside of the warranty period , we will be happy to assist you with identifying the faulty item(s) and sending out replacement parts where possible. There will be a charge for this service. Please call our Customer Support Department on 01423 206364 for assistance .