Cancellation & Returns

CANCELLATION & RETURNS POLICY

Under the Customer Contracts Regulations 2014 customers have the right to cancel an order for standard products from the moment of placement of order until 14 days from receipt of the goods. The customer should notify British Hardwoods in writing if they wish to return an order for standard products at [email protected].

The customer should return the goods within 14 days of informing British Hardwoods of their decision to cancel an order for standard products. It is the customer’s responsibility to send the goods back to British Hardwoods and the customer must pay for the return of the goods. British Hardwoods will not bear the cost of carriage for any returned unwanted standard products. Reasonable care of the goods should be taken whilst they are in the customer’s possession and the goods should be packaged appropriately by the customer to ensure safe carriage back to British Hardwoods.

The returned goods will be checked by British Hardwoods to ensure they are in a satisfactory condition. British Hardwoods will process the appropriate refund with 14 days of the goods being returned and deemed in a satisfactory condition. British Hardwoods reserves the right to make a deduction from the refund if the quality and value of the goods has been reduced due to incorrect storage, treatment, or damage to the goods. This does not affect the customer’s statutory rights as a consumer.

Where the customer has received their order and no longer requires all or part of the order beyond the 14-day period, then this may be returned at the discretion of British Hardwoods. If a return is agreed then the customer must arrange transport of the goods to British Hardwoods’ premises at the customer’s own expense whereupon the goods will be inspected by British Hardwoods who will decide what, if any, credit is due.

Where the customer receives sub-standard or incorrect goods they should inform British Hardwoods within 14 days. British Hardwoods will then arrange collection of the goods for return to its premises in Yorkshire. Upon receipt British Hardwoods will inspect the goods and, if the items are deemed sub-standard or incorrect, British Hardwoods will either refund the customer or replace the goods. British Hardwoods reserves the right to cancel and refund the order if it deems this is the best course of action.

Where the customer has used or installed the goods then such use or installation shall be taken as conclusive evidence that the customer has accepted that the goods are in perfect condition. The customer is responsible for checking that the goods are suitable for purpose and that installation conditions are correct.