Returns Policy
Returns Policy
We strive to ensure you are satisfied with your purchase, but we understand that circumstances may arise where a return is necessary. For your peace of mind, we offer a 14 day return policy, from the date your order arrives at the requested delivery address.
Conditions for Returns
- Items must be unused, in their original condition, and returned with intact labels, tags, and packaging (in their original unassembled state).
- If a returned item does not fully meet our criteria, you will be informed accordingly.
- Should you have any doubts about the condition of your goods, please contact us at customerservices@alexander-rose.co.uk before initiating a return.
- Returns beyond the 14-day period are not accepted unless the product is faulty.
- You cannot change your mind and receive a refund for Products which have been made to your specifications or are clearly personalised, or Products which become mixed inseparably with other items after their delivery.
Return Shipping Costs
- If you are exercising your right to change your mind you must allow us to collect the Product(s) within 14 days of telling us you have changed your mind. We will then arrange for collection of the Product(s).
- We will pay the costs of collection if the Products are faulty or misdescribed. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of collection.
- If you are responsible for the costs of returning and we are collecting the Product from you, we will charge you the direct cost to us of collection.
- When you return Products to us as permitted by these Terms, we will refund you the price you paid for the Products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
- We will reduce your refund if the returned Product's condition is not "as new", the product-branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the Product, no refund may be given. Our Customer Service Team can be contacted at: customerservices@alexander-rose.co.uk and they can advise you on whether we're likely to reduce your refund.
- The maximum refund on delivery costs will be the cost of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
- If you tell us, you've changed your mind about a Product that hasn't been delivered or one that we're collecting from you, we will refund you as soon as possible and within 14 days. If you're sending your product back to us, we will refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We will refund you by the method you used for payment. We don't charge a fee for the refund.
- Please Return to Alexander House, Victoria Road, Burgess Hill, West Sussex, RH15 9LE
How to Return Unwanted Ordered Items
- Contact us within 14 days of receipt to initiate a return. Written notice, preferably via email, is required within this period.
- Return items in their original condition and packaging. You will be provided with a Returns Number, with which must be clearly marked on the Return.
- Customers are responsible for return shipping costs or collection fees (deducted from the refund).
- You must ensure goods are undamaged while in your possession and during transit to us.
- Once it is confirmed that the item is in perfect condition and in undamaged original packaging a refund will be processed to the original payment method used when the order was placed (i.e. credit card, debit card or Finance option). Although we action refunds immediately, it may take up to 7 working days to show in your account.
Return’s Policy
- Delivery discrepancies - Any discrepancies must be reported as soon as is reasonable after delivery, preferably within 48hrs.
- On delivery - Should an item be missed or not delivered then we request that you notify us as soon as possible, preferably within 48hours of initial receipt of delivery. Replacement goods will be dispatched as soon as possible.
- On assembly - Should a part appear missing from an item please report the part that is missing along with a description of the product. Replacement parts will be dispatched as soon as possible.
- Damaged goods must be reported to us as soon as is deemed reasonable, usually within 48 hours of delivery. It is the responsibility of the recipient to check for any damage sustained to the goods during transit and indicate any damage to us.
- You must report the fault to us with a full description of the alleged fault/damage. If the fault is deemed a manufacturer’s fault or to have occurred during the manufacturing process, then we will replace the faulty item or part free of charge.
- If the damage occurs during the transit, we will replace the item or part free of charge. If items are lost in transit, we will replace this free of charge. In instances where damage is acknowledged by us and the damage is substantial enough to require a refund against your order, we are under no obligation to collect the product and may request that disposal is made by you.
- When the acceptance of an order takes place, the customer loses the right to reject the goods within 14 days, unless the item has been altered, or use of the item continues after a complaint is registered with us.
- If you refuse delivery of an order, you will be subject to a return admin/cancellation fee deemed reasonable in accordance with the order. You will also lose the initial postage fee that covers administration costs of dispatching the goods. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse.
- All our stock is of high quality and with correct use shall not experience any problems other than eventually suffering from general wear and tear. A consumer has no rights in respect of defects that are bought to his/her attention before the sale. A consumer cannot claim for any damage he/she causes either by neglect or misuse.