The terms below offer extra rights in addition to your statutory rights which remain unaffected
If you have any questions, we are here to help. Please contact us.
What to do if you change your mind
We want you to be fully satisfied with your Products. If the Products you have chosen do not meet your approval we will be happy to make a refund or exchange. You will need to notify us within the Cancellation Period (see below) and arrange to return the Products at your expense by Recorded Delivery within 14 days from your notice. Such notice may be given by mailing, faxing or emailing to the number or address set out in clause 2 of these Terms (“Contacting Us”) or on your invoice/receipt.
The Cancellation Period is different for different Products. For most ready made Products the Cancellation Period ends on the expiry of the period of 14 days beginning with the day after the day on which the Product is delivered.
For ready made radiator covers, the Cancellation Period ends on the expiry of the period of 14 days beginning with the day after the day on which the Product is delivered or as soon as you start to assemble /fit mesh to the Product, whichever is the earlier.
For made to measure Products once manufacture has commenced the Cancellation Period ends and you are required to complete the contract. We will advise on updated order progress and manufacturing upon request.
Please remember that any Products you wish to return must be in their original packaging, unused and not assembled so please ensure that you are happy with the Products before commencing assembly. You are responsible for ensuring that the Products are suitably re-packed prior to return.
You must ensure that the Products are appropriately insured whilst in transit and that you obtain the return address from us in advance, returns need to be made by carrier (or other such appropriate service) only to the warehouse address - RETURNS CANNOT BE ACCEPTED AT OUR REGISTERED OFFICE AS THIS IS ON A DIFFERENT SITE & IS INDEED JUST OUR REGISTERED OFFICE ADDRESS & NOT THE TRADING ADDRESS. You must also ensure that you include a copy of your original invoice or other identification in order to allow us to track the origins of the return. It will not be possible to process refunds without evidence of the sender. Returns in person are not possible as our commercial factory/warehouse have no public access.
Due to the high cost of carriage forwarding to ourselves (£25 per item) plus charges for each failed collection and the lack of any insurance in transit for carriage return items, we are unable to arrange the collection of Products on behalf of customers.
Products that are refused on delivery will also be subject to the £25 carriage forwarding charge. If however Products are refused due to damage or because incorrect Products have been delivered then we will bear the cost of the carriage return. If, however, the delivery is refused and returned to us for any other reason then it will be assumed that you have consented to pay the carriage forwarding charge and this will be deducted from any refund due. Refunds will be made to the card used when ordering.
If, on inspection, the Products are found not to be faulty or damaged then the refund will be subject to the carriage forwarding charge detailed above and this will be deducted from the refund.
This does not affect your statutory rights as a consumer. We strictly comply with the Consumer Protection (Distance Selling) Regulations 2000.
We cannot accept items for a refund or exchange if they have been damaged after delivery or if the item has been custom made for you, such as made-to-measure radiator covers. It is essential that any damage on delivery is reported to us PRIOR TO ASSEMBLY. We will be unable to accept claims for damage or returns for units that have already been assembled/had mesh fitted unless the unit proves to be faulty.
What to do if Products received are damaged/faulty
You must inspect the Products as soon after delivery as is practicable and notify us as soon as possible of any shortages, defects in or damages to the Products or of any other complaint in respect of them within 7 days from the date the Products are delivered.
We will at our own cost replace Products that are defective or damaged on delivery providing we are notified within 14 days of delivery. Consideration will be given to claims outside this period but each claim will be assessed on its own individual merits and you will be expected to have used your reasonable endeavours to ensure that the Products were checked as soon as reasonably practicable.
We reserve the right to offer replacement parts and/or repairs as appropriate and may arrange the collection of Products for inspection or if required by the carrier in the event of the goods being signed for as damaged and a claim being made against the carriers insurance. Where replacement parts are sent, we will not usually require the return of the faulty/damaged part(s).
We cannot accept claims for damage if they have been damaged after delivery. It is essential that any damage on delivery is reported to us PRIOR TO ASSEMBLY. We will be unable to accept claims for damage or returns for units that have already been assembled/had mesh fitted unless the unit proves to be faulty.
If Products are refused at the point of delivery due to damage, faults or incorrect Products supplied then there will be no charge for carriage return which will be borne by us. If however, the delivery is refused and returned to us for any other reason then it will be assumed that you have consented to pay the carriage forwarding charge of £25 per item and this will be deducted from any refund due. If, on inspection, the Products are not found to be faulty/damaged or incorrect then the refund will be subject to the carriage forwarding charge detailed above and this will be deducted from the refund.
This does not affect your statutory rights as a consumer. We strictly comply with the Consumer Protection (Distance Selling) Regulations 2000.
Please remember that, where applicable, you are responsible for the safe keeping of Products until they are collected by our agents and you must ensure that, where appropriate, the Products are suitably re-packed prior to collection.