If you would like to return or exchange your order, you are welcome to do so within 7 days of the date of delivery. The guarantee is only valid for the original purchaser. When making a claim please ensure you have your original invoice.
The product must be returned in its entirety and in the same condition as when it arrived at your site and it must not have been installed, removed and then returned. You will be required to bring goods to our dispatches, or you can contact us to arrange collection, a delivery charge will be levied regardless.
Once we receive your return, we will process and refund your purchase asap.
You will be liable for the full transport costs (round trip – outgoing and incoming) which will be deducted from your refund. Please note that this may differ from your original invoice as we offer free shipping on completed sales and sometimes subsidise, discount or absorb additional costs.
All custom made orders are made especially for you and are therefore final sales. We cannot accept returns, cancellations or exchanges on custom orders unless there is a manufacturer flaw.
Overseas Container-Load Orders
You may cancel your container-load order and receive a full refund up until you approve the Inspection Report. To ensure you get the product you expect, we provide 100% inspection of your container order. Once you have approved the Inspection Report, your now completed order is transferred from our factories to the shipping company. At this point, it is too late to cancel or change your order.
If containers are shipped, please note that customs duties are not always refundable or fully refundable. This varies depending on your country’s individual regulations.
For more information on your country’s import policy, please check with your local Customs office.
Product Damaged in Shipping
In the unlikely event that your product is damaged or shorted simply contact us within 7 calendar days of delivery to make a claim. If something is wrong with an order, we will take immediate steps to replace the product or refund your money.
Please do not schedule installation of your products until after the product has been received and examined. Installing a damaged or defective product may void a warranty or damage claim.
Our products are carefully packaged to avoid damage in shipping. Damage to products will virtually always be visible on the exterior of the pallet, crate, or lift. If products are damaged inside of the packaging, please halt installation and contact us right away.
If products have been damaged in shipping or are missing, we will replace the products or refund the price of those products. The decision to replace or refund will be made in consultation with you, the customer, as to which solution is acceptable for both parties. If it needs to be brought in for repairs, repairs will be undertaken if possible or item replaced. If the items are replaced, please note that we cannot guarantee that the colour or style which you had purchased previously will be in stock. We may in certain instances require an assessment of the goods. If in our assessment you have not adhered to the use and care instructions of any goods, we will refuse to accept return of these goods.
If you have any questions regarding returns, claims, shipping, or products, please contact the Claims Department firstname.lastname@example.org.
If you fail to comply with the provisions of this Returns Policy, we reserve the right to refuse returns or to charge you our fees and expenses.