In the unlikely event that you have to return any products to us you should be aware of the following:
All products are covered with a component warranty. In the event of damaged or faulty component we should be able to arrange a swap part directly with the manufacturer without the need to return to our premises.
You are entitled to return the goods you purchased from us within 14 days, beginning the day after the date of receipt of the goods (excluding Made to Order goods where a specific fabric is selected, ordered and cut to size to your requirements - e.g. soft seating, office chairs etc. Please see below for our terms regarding Made to Order Goods). This does not affect your statutory rights - you may return the goods for any reason (e.g. colour not as expected) but we do ask that you pay the courier collection charges to return the product(s) to our distributors warehouse (we can advise you of the address) and that the goods must be in the original packaging and in a new and re-saleable condition. A quotation for collection can be obtained by completing the Returns Form below or by emailing email@example.com or writing to us at Project X Office, 314 The Workstation, 15 Paternoster Row, Sheffield, S1 2BX
How to request a Return
It is essential that you complete our RETURNS FORM to obtain an RMA number (so that we can log and keep track of your return).
Please include as much information as possible about the nature of the problem and the reason for the return.
Please Note -
- we do also require images of any items that are damaged.
- Monies can only be refunded to the original credit/debit card used to purchase the goods, or alternatively a cheque payment can be sent.
- We will advise the cost of collecting the product from you by e-mail. You can then decide if you wish to proceed with the return.
Faulty or Damaged Goods
Our obligation is to replace any damaged parts, if the item has been delivered with a damaged replaceable part we will send a replacement to you - However you must notify us within 48 hours that the item has damage. We will not replace products that have replaceable damaged parts, products will only be replaced if the parts are not replaceable.
We will ask for a photograph of the damage so that this can be passed to our Quality Department and used for further analysis or investigation. Please note that if the goods appear to be damaged on delivery, you should not accept the goods and should reject the delivery. Refunds will be processed within 14 days of our distributors receiving the goods and inspecting them.
Made To Order Items
If you decided to cancel your made-to-order product (a made to order product is defined as a product where you have selected a specific fabric which has been ordered and cut to size to cover the product you have chosen) for any reason, it is unlikely that we could sell it to another customer at full selling price. We will therefore charge a cancellation fee of 20% of the order price - this applies to all made to order products when the order is cancelled after 24 hours of placing the order. Made to order products cannot be returned after delivery. Our usual refund policy does not apply to this type of made-to-order products, which cannot be returned or exchanged unless faulty. Neither of the above conditions affect your statutory rights when goods are faulty, or not as described.
We normally arrange for returns to be sent directly to our distributors/manufacturers. We will advise you on the relevant address to return your goods to.
Out Of Stock Items
Out of stock items are normally automatically removed from our site. Whilst we make every effort to ensure our website is always accurate with it's stock monitoring, there are rare occasions when the website will have an incorrect stock figure. If you order an item that is out of stock, you would be refunded for that item to the same credit card of payment method that you used to place the order. We have facilities to place items on backorder (Pre-order) - if you wish to place a pre-order for a product which is currently out of stock, we may ask for a small deposit. We also do not always know when an item would be back into stock. Most customers prefer an instant refund which would enable them to source their goods elsewhere if required urgently.
You should inspect the goods when you receive them for any damage. If the package you receive looks like it may be damaged or has been tampered with you should refuse the package or mark the courier's sheet to show this (if you do sign to accept the package). If the goods are found to be damaged prior to delivery to you then we will replace or refund the price paid. If you find any damages you must inform us by telephone on 0845 108 4288 within 24hrs (preferably immediately on the same day you receive them). We will make a note of the order number when you phone, You will then need to inform us in writing or send an email to firstname.lastname@example.org listing any damages/shortages and if possible, e-mail us with a photograph showing the damage. We will try to resolve this ASAP. We cannot be held responsible for damages reported after 48hrs of receipt. Goods must be returned in the original packaging and sealed securely.
All our products are covered by a minimum 1 year mechanical parts replacement warranty, (excluding foam and fabric, wear and tear). Some products have an additional warranty of 2-5 years (see individual product for details). We reserve the right to modify and improve our products without notice. Replacement parts shipped to standard, mainland UK delivery point
All leather chairs are leather faced (ie/ contact surfaces are leather) with simulated leather frames/none-contact surfaces, unless otherwise stated.