Returns Policy
The information below will help answer the most frequently asked questions for our returns and refunds. Please also see our terms and conditions for our full returns policy.
We sell a huge range of products from wooden ducks to luxury hot tubs. And therefore, detailed policies may differ from product to product. if you would like a product specific Returns Policy, warranty, etc for the item that you are interested in, then email us at [email protected] and we will be happy to help.
What if I decide I don’t like an item & wish to return it?
We are sure you will be overjoyed and enjoy your Online Home Improvements product purchases, however if the worst should happen, you may be entitled to return items to us for a full refund (excluding all delivery charges and any additional fees directly incurred from the sale or refund). Simply CONTACT US within 7 days of the date you receive your order with details of your order and one of our friendly specialist team will be in touch and will discuss your options. Please note, that as this is a “change of mind”, that you will need to cover the cost to return your item(s) to us, and may be deducted sales costs and administration fees from your refund amount, if applicable. Note that some mirrors are delivered by a specialist glass courier. And therefore incur a higher delivery/collection charge and a restocking fee. Which will be borne by the customer. It is the customers responsibility to check the suitability of the item/s before purchasing. If you have any questions regarding a product such as size, weight, material, fixtures & fittings, colour, etc then you are encouraged to contact our Customer Service team prior to purchase. Some of our products are only available for return and refund in the event of damage, not for “change of mind” reasons (please check with our Team if required before purchase). Our friendly team will endeavour to answer your questions, concerns, suitability of the product for your needs, etc. This helps to ensure that you are making an informed choice at the point of purchase and is in accordance with our Terms and Conditions, Returns, Refunds & Complaints policy.
What to do if an item has arrived damaged?
Our quality team endeavor to check all orders carefully to make sure items are up to exacting standards before being dispatched to you, and as such damages are rare but can happen. If for any reason a product does arrived damaged, or you received the incorrect item, simply contact us within 7 days of receipt, supplying photos of the issue(s) with the product. Our specialist team will then be able to assess your complaint and confirm if your issue is eligible for a replacement or refund. It is the customers responsibility to check the received goods within 7 days of delivery, in order to activate our Returns and Refund Policy. We shall then arrange to either collect the item(s), or parts thereof, from you in the original packaging. And we shall either supply you with a replacement part, or product, or a full or partial refund, or arrange for a repair. We do not offer refunds or replacements due to damaged or incomplete packaging. Or for damage potentially caused by customer assembly. As per our Terms & Conditions of Sale the customer takes responsibility for the item/s once delivery has been made. It is the customers responsibility to carefully check the item/s received for damage, defect, not suitable for their requirements/needs, etc in order to comply with our Returns and Refund policies. Note that some marble items require the customer to sign a waiver agreement at the point of delivery. Whereby the item must be checked for damage/unsuitability immediately at the point of delivery in order to qualify for a replacement/return/refund.
What to do if I am missing any parts from my order?
In the very unlikely event that you are missing something from your order, please contact us within 48 hours of receipt so we can investigate your request and find a suitable and happy outcome.
What to do if I want to exchange an item?
If you are wanting to exchange an item, you are able to do so within 7 days. Simply contact us and we will arrange for the collection of the item(s) (note that this is at the customer’s cost). Once we receive the item(s) back to us we will be able to process your exchange. Exchange costs are covered by the customer.
How can I cancel an order?
If you have had a possible change of heart, you may be able to cancel before your order is dispatched in accordance with our full Terms & Conditions Policy. Simply contact us and we will cancel your order and supply you with a full refund if applicable. Once your item has been delivered, you are still entitled to cancel your order within 14 days in relation to our Terms & Conditions and Returns Policy. Please see above for details about the collection of your unwanted items to us along with our T&Cs.
How long will it take to process my refund?
For Security & Safety reasons, we are only able to provide refunds to the original payment method which you used to place your order. We will attempt to process a refund within 14 working days from the time we receive your item/s back into our possession. And the returned items meet our satisfactory requirements as specified in our Terms & Conditions (i.e. original packaging, undamaged, complete, etc). Please allow 5 working days for your payment method to be credited. We reserve the right to update and modify our Terms & Conditions and Returns Policy at any time.
