Returns policy

1. Returns Policy  

This policy sets out the returns policy for goods or services purchased through the online store operated by T&S Architectural.  

2. Contact Us Before Returning Your Item  

Where you would like to return a product you have purchased, please contact us to let us know that you will be returning the item to avoid delays or losses of packages. Some items will need to be returned to different addresses, and we may need to deduct an additional carriage fee from your refund if these are sent to the wrong address unless you have been advised incorrectly.  

3. Returns Eligibility  

To be eligible for a return, your item must be unused, not fitted, and in the same condition that you received it, and it must be in the original packaging.  

4. Exemptions  

Some types of goods are exempt from being returned for a refund where they are perishable (e.g. food, flowers, newspapers, magazines) or where they are intimate or sanitary goods (like underwear), or where they are hazardous materials or flammable liquids or gases. If a product has been specially ordered ie not from the regular shop list- the manufacturer may refuse to take back and therefore we would not be able to refund. Goods that are over 45 days old may not be accepted for a refund. Unwanted (non-faulty) items that are returned to us damaged will also not be eligible for a refund. Please ensure that any items are well packaged and secure to avoid such instances. 

5. You Changed Your Mind   

Under the Consumer Distance Selling Rights customers are entitled to a full refund if they change their minds (i.e. the goods or services provided are not faulty or were not described properly) and notify us of the intent to return within 14 working days. You will then have a further 14 working days to return the products to the correct address. You will be responsible for returning non-faulty or incorrect goods to us, and will not be entitled to a refund of the cost you incur in returning the item to us. Carriage will be refunded based on the cheapest rate available at the time of order, irrespective of payment for enhanced delivery options, unless there was a fault with the item or an issue with the delivery (see Delivery Information for exclusions). 

We may accept returns after 14 working days, but this is not guaranteed. Please contact us beforehand as you may be entitled to only a partial or no refund. Carriage will not be refunded for returns that are requested after 14 working days of receipt.

6. Faulty Or Incorrect Items  

If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

As per Government guidelines, you are entitled to a replacement or refund for faulty goods if returned within 6 months of receipt, unless we have evidence that the item was not faulty when it was sent to you. You have up to 6 years to claim for a faulty item, but after 6 months you will need to provide evidence that the item was faulty on arrival.

7. What To Include With Your Return  

So that we can process your refund without delay, please include your name and address/order number inside the return packaging. If we are unable to identify who the returns belong to we may not be able to refund your order in a timely manner. We would also appreciate a reason for the return for our records.  

8. Processing Your Refund  

Once your return is received and inspected we will credit your original method of payment, within a certain amount of days. If your return is not eligible for a refund, for example if it has been returned damaged, we will contact you to discuss.  

9. Crediting Your Account  

If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.  

10. Discount Vouchers  

If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for). If the reason for the refund was a fault of our own (such as faulty/misdescribed goods) and a one-off voucher was used for the purchase (such as a gift card), we will provide a replacement voucher to cover the value used.

11. Refunding Sale/Clearance Items  

If an item you purchased was in a sale or is marked for clearance then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.

12. Undelivered Items

Items that are lost in transit are eligible for a full refund provided there is clear evidence of the loss (such as no tracking information, or parcels that were signed for as damaged and open upon receipt). Items that have been proven to have been left unattended in a customer designated Safeplace are considered delivered, and are therefore not eligible for a refund if missing.

Items that have been returned to us by the delivery agent are also eligible to a full refund if there is no evident reason for non-delivery. If an item is returned to us because of an incomplete/inaccurate address, or if the delivery agent attempted delivery unsuccessfully on multiple occasions without receiving requested instruction from the customer, the item only will be eligible for a refund. We reserve the right to withhold refunding any carriage charged in these instances.