Should anything go wrong, we will make every effort to resolve the issue. However, should the problem be unsolvable, or you prefer to amend or Cancel your Order, please contact us. If this is after dispatch or manufacture of goods we unable to accept any cancellation.
If you cancel your Order via telephone your Order will be put on hold. You must confirm your wish to cancel the Order in writing via email or post within 10 calendar days. Your Order will not be considered Cancelled until notification in writing is received.
If you decide to cancel an Order after the Products have been despatched and commenced their carriage to you by carrier or post, we may charge you for the carriage of those Products. We advise you check the status of the Order before you request Cancellation. Any charges will be communicated to you before we confirm the Cancellation.
Before you request or arrange the return of a Product, please read the information below carefully.
You may return any Delivered Products you have purchased within 7 calendar days of Delivery for any reason (including if you simply change your mind). To do so you must notify us in writing via email or post within 7 calendar days of Delivery.
If you are returning a Product for any reason, except damage (informed to us on delivery date) or manufacturer defect, you must pay the costs of returning the Products to Us or our suppliers. All returned products must be completely in all original packaging and completely unopened.
We may require photographic evidence of the satisfactory condition of the item you are returning. This will be at our discretion. Electronic files should be forwarded to us VIA email@example.com and we will obviously also accept printed media.
On request, we will collect the Products from you, you will receive a full refund and may be exempt from additional delivery charges if:
o the Product delivered is not what you Ordered (including an unapproved Substitute Product), or does not correspond with its description;
o the Product arrives damaged or faulty and you have notified us within 7 calendar days, we may replace the item or affected parts or you may Cancel the Order and receive a full Refund. You will not be charged for the costs of returning an unapproved substitute or defective product.
If Products arrive in a damaged condition you must make a note on the carrier’s Delivery consignment note where possible and inform us within 7 calendar days of the Delivery. If the Product becomes defective soon after 7 calendar days have passed, Rustic Root Furniture Ltd T/as TBR Products will, at its discretion, repair the product, replace the Product or Refund you. You will not be charged for the cost of Returning a defective Product.
We will not accept Returns or Cancellations if the Products have been altered by applying chemicals or paints to the surfaces or by altering or customising the Product in any way that could be deemed as you using or treating the Products as your own, including fully assembling the products. While in your possession, you must keep any Products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered.
Care must be taken to ensure the Return Products are packed well to avoid damage or loss of parts in transit. All advertised sizes and measurements are an approximation but are described as accurately as possible. E&OE. Products Returned which cannot be re-sold as new due to damage or wear and tear may be subject to a reduction in the Refund given.
To return your product, you should mail your product to the following address:
TBR Products Building, Unit 30-31 Decoy Bank North
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refunds will be processed within 30 days. Where exchange rates of currency are involved, the Refund will be made in £GBP at the current exchange rate. We do not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of Ordering and the time of issuing the Refund. A credit card handling fee will be charged if paid by Visa or Mastercard, both on the original transaction and the refunded amount of 3%.
Contact us at firstname.lastname@example.org for questions related to refunds and returns.