We understand that sometimes you buy things and then change your mind, or some things can suffer a fault. Where items become faulty we will either fix it or replace, or within the first 30 days we can also offer a full refund. If there isn't a problem with the item but you have changed your mind we endeavour to assist our customers and are usually able to exchange items within 14 days of the date of sale, or offer a refund if you don’t want anything else in exchange. But because we mainly deal with large, bulky household furniture and appliances some conditions apply:
Returning Items That Are Faulty
The majority of appliances reported to us as "faulty" are not - in fact less than 1% of all the appliances we sell develop a fault within the warranty period and most of the "faults" reported to us are because they were incorrectly connected to the mains services (electric/water) or were being used incorrectly. Therefore, you should always ensure an item is actually faulty before you report it, where necessary we can give advice over the phone or send an engineer out. If an item is faulty and you don't want it fixed or replaced we will give you a full refund if the fault is reported within 30 days of the date of sale if you took the item away, or 30 days from the date of delivery. However, we may need to test it, which will include checking to see if the item has been damaged or tampered with (discreet warranty seals broken, etc.), or anything else has happened to it that is outside of the warranty. This checking could delay us making a refund for up to 14 days, and if no fault is found we can make a charge of up to £75 (deducted from any refund) to cover our costs. Therefore if you have changed your mind about wanting an item (especially appliances) it’s more cost and time efficient to say this rather than claim the item is faulty in some way, or deliberately damage or mistreat it as this will almost certainly void the warranty altogether.
Any fault must be reported within the first 30 days if you want a refund (do not want it fixed or replaced). For items with a 3 or 6 month warranty, for the period 30+ days until the warranty expires we will either fix or replace the item, or offer a partial refund.
You cannot claim an item is faulty if you were aware of any faults, blemishes, etc. at the time of sale, i.e. it is posted on our website and shown on your receipt as a Grade B or Grade C, etc. A refund can be reduced if the item isn't in the same condition as when sold.
Changing Your Mind – Paid for but not taken from our warehouse
Where you pay for an item (either on the Internet or at our warehouse) it is your responsibility to collect it, or arrange and accept a delivery within 28 days from the date of sale (free items must be collected or a delivery arranged within 2 days). Please inform us if you are unable to accept the item within 28 days, and if more time is required we offer a storage facility. If you change your mind and want a refund, or you do not contact us the item will be put back on sale and we will refund the amount you paid, but it will be less an administration fee (see Appendix 1, below). This will be deducted from your refund. This fee is not charged if you wish to exchange the item for something else at our warehouse of the same value within 93 days from the date of sale.
Changing Your Mind – Items Taken or Delivered
If you change your mind after the item has left our warehouse and want to swap it for something else from us of the same value, then usually we can do this within 14 days from the date of sale provided the item being exchanged is in the same condition as when sold, and in the case of furniture and appliances only needs a cosmetic clean prior to resale. However, if you change your mind and do not want to exchange the item, just get your money back, then the following will apply:
INTERNET SALES : If you buy an item from us through our website, without you viewing the item first at our warehouse, then change your mind within 14 days of purchase we can give you a refund as per your rights under the Consumer Rights Act 2015 (Distance Selling Regulations), provided the item is still in the same condition as when sold. If the item was rejected on delivery we will make a full refund (including the delivery charge) the same day, or next working day if the delivery was after 5pm. If the delivery was accepted but you subsequently changed your mind (within 14 days of purchase) we will make the refund within 14 days of the date the item was returned as we will have to check it to ensure it is in the same condition as when sold, and in the case of an electrical or motorized item we will need to check to ensure it is working satisfactorily, hasn’t been tampered with or damaged, etc. In these circumstances the original delivery charge is not refundable and you will be charged a collection fee if you do not return the item yourself, as well as an administration fee (see Appendix 1, below). The administration fee will be waived if you want to purchase something else of the same value instead, but any collection charge will be payable. Please note that the distance selling regulations under the Consumer Rights Act 2015 only cover private individuals, sole traders or non-LLP partnerships. It does not cover Ltd or PLC companies, LLPs, clubs or other associations. Where we posted the item to you (smaller items) it will have to be returned at your expense. We are not liable for return costs, courier charges, etc. as we can only refund the purchase price plus the shipping costs we charged.
WAREHOUSE SALES : If you purchased something at our warehouse and change your mind within 14 days of purchase we are usually able to take the items back, although it is not a legal requirement for us to do so. However, we try to help our customers so always endeavour to refund or exchange items whenever we can. However, we cannot always guarantee being able to take things back, especially if is not in the same condition as when sold. Where we can take an item back, the original delivery charge is not refundable and you will be charged a collection fee if you do not return the item yourself, as well as an administration fee (see Appendix 1, below). The administration fee will be waived if you want to purchase something else from us of the same value, but any collection charge will be payable.
For the purpose of clarity, being “in the same condition as when sold” means that it is clean, has no scrapes, tears, marks, dents, scratches or other damage in addition to any blemishes it may have had at time of sale. This also extends to an item being affected by tobacco or other smoke, cooking odours, water or other liquids, or if any parts are missing or broken, including any packaging materials where we have sold a new (unopened) item. If an item is not in the same condition as when sold any refund or part-exchange allowance could be reduced, and we may even have to refuse to accept the item back and/or honour any warranty on it in more extreme cases.
Appendix 1 – Administration Fees and Refund Methods
ADMINISTRATION FEES : Storage/Administration fee for Items reserved or purchased but not removed from our warehouse - Smaller items 107005 (£5 charge) / Larger items 107015 (£15 charge). Items taken/delivered but returned (within 14 days): Collection of items and/or reprocessing fee (cleaning appliances or furniture before they can be put up for resale) – these charges depend on whether returned by customer or if we collected (and what collection zone) and/or how much cleaning is required as well as any testing or other evaluation: 107015 (£15 charge) / 107125 (£25 charge) / 107150 (£50 charge) / 107175 (£75 charge). Typically for soft furnishings (such as sofas and beds) and appliances where we come and collect them the charge is usually no more than £25 if done within 7 days of purchase.
REFUND METHODS : A refund can only be made in the same method of the original sale, therefore if you paid by a debit or credit card then the refund must be made to the same card. Card payments or bank transfers for internet sales are automatically refunded to the card/bank account the original payment was made with/from. However, for counter sales at our warehouse we do not offer a Cardholder Not Present (CNP) facility so you will have to visit our warehouse in person with your card so that we can process your refund. These are not our rules, they are standard banking rules which we must adhere to in order to comply with our card merchant conditions, and to help prevent fraud. It can take up to 3-5 working days for your bank/credit card company to credit the refund back to your account. If you paid by bank transfer then we can only make the refund to the same account, and unlike card credits the funds are usually available the same day. We can only make a cash refund if you paid by cash, but you may have to arrange a time to come and collect it as we cannot guarantee how much cash we will have in our float as most of our transactions are by card. Under no circumstances will we refund to a PayPal, Ukash or Western Union account. We cannot make a refund until a returned item has been checked and it could take up to 14 days to process a refund where a fault is reported (especially appliances) and you don’t want the item fixed or replaced.
Note that a refund must be claimed within 3 months (93 days) from the date of sale otherwise it will be donated to the MS Society charity.