(1) Introduction
We understand that from time to time you may wish to return a product to us.
We have created this 30 day returns policy to enable you to return products to us in appropriate circumstances.
This returns policy applies to customers in England and Wales/irrespective of your geographical location.
This policy does not affect any statutory rights you may have (such consumer rights under the Consumer Protection (Distance Selling) Regulations).
(2) Returns
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
(a) we receive the returned product within 30 days following the date of purchase of the product;
(b) the returned product is unused, in its original unopened packaging and otherwise in a condition enabling us to sell the product as new.
(c) you comply with the returns procedure set out below; and
(d) none of the exclusions set out below apply.
3) Returns Procedure
To take advantage of your rights under this returns policy, you must:
All returns must reach us within 14 days from initial dispatch date. Items received after 14 days will not be accepted for return. We cannot refund postage and packing charges and the cost of returning the goods shall be paid for by the customer. The customer shall be responsible for ensuring the return of goods and we cannot be held responsible for items lost in transit.
Products returned under this policy must be sent by tracked or recorded delivery to:
Returns Department
Unit J3, Northfleet Industrial Estate
Lower Road
Northfleet
Kent
DA11 9BL
You will be responsible for paying postage costs associated with returns under this policy.
4) Exclusions
The following kinds of products may not be returned under this policy:
(a) bespoke products manufactured to your specifications or clearly personalised.
5) Refunds
We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy including the original delivery charges but excluding the costs of returning the product to us.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 14 days of the day we received your returned product.
6) Improper Returns
Where you return a product in contravention of this policy and where you do not have any other legal right to return the product:
(a) we will not refund or exchange the product.
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
7) Lost items
Every effort will be made to ensure your goods are delivered on time. Other than transit errors it is the purchaser’s responsibility to ensure goods are ordered in good time.
Please wait 7 working days to report a lost item. If no conclusion is reached, we will send you out a replacement or give you a full refund. The order will be classed as delivered once signed for at its destination; a proof of delivery (POD) is available on request.
(8) About Us
Our full company name is W. E. Roberts Ltd.
Our principal trading address is:
Thames Works
Grove Road
Northfleet
Kent
DA11 9AX
Our company registration number is 1763734.
Our VAT number is GB 395210847.