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 and in the same condition that you received it, and it must be in the original packaging.
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 Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund. You will not be entitled to a refund of the cost you incur in returning the item to us.
6. Refund Policy
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 be responsible for returning non-faulty or incorrect goods to us.
Intention to return items notified after 14 working days may incur a restocking charge, and this can be as much as 25%, but this will depend on the item- please contact us to confirm.
7. 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.
8. 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.
9. 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.
10. 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.
11. 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.
12. 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.