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5 Years guarantee
Handcrafted in the UKRETURNS & CANCELLATIONS
Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. We would require notice that you wish to cancel the order or return items no later than 14 days after the day on which you receive the delivery.
Should you wish to return an Item due to personal preference, within the 14 days return period, a collection fee will be deducted from your total refund amount. Collection fees vary depending on the size and weight of the item(s) you purchased.
If your item arrives damaged, then we will happily replace any parts affected free of charge or collect item(s) for a full refund (Applies only within 14-day cancellation period).
All our products come with a minimum 12 months manufacturer warranty (unless stated otherwise at time of purchase). If your item(s) appears to be faulty outside of your 14-day cancellation period, but within the initial 12 months we will require evidence of the fault. This will require you to send high resolution photos and/or video of any suspected faulty parts via email. Only once we have received the evidence via email would we be able to process the warranty claim.
We would not need to collect the item to inspect in person as we can find any information we require through the use of high resolution images and video which means warranty claims can generally be processed much faster. If a fault is found with the item(s) within the 12-month warranty period, we will replace all affected parts free of charge.
If an item is found to be faulty within the first 6 months of ownership we may offer a full refund in place of a replacement item. Any item found to be faulty outside of the initial 6 months of ownership but within 12 months would be eligible for a replacement only and not a refund.
Many of our items in addition to the 12-month warranty are also covered by our 5-year warranty. This warranty is effective from the date of purchase and the 5-year period will be clearly displayed on the individual product page.
After the expiry of the initial 12-month guarantee, if your product develops a manufacturing defect and you wish to claim on our 5 warranty, we will require high resolution photos and/or video of any suspected faulty parts via email, if it is found to be faulty, we will charge a fee for the replacement of the faulty item according to its age. These charges are based on a sliding scale - the older the item is, the more you will need to contribute towards the replacement (including delivery costs). The charges will be calculated as follows.
0-1 Years: Free of charge under the initial 12-month guarantee.
1-2 Years: 20% of the current retail price
2-3 Years: 40% of the current retail price
3-4 Years: 55% of the current retail price
4-5 Years: 70% of the current retail price
We regularly invest in new product development which means we will occasionally discontinue products when it has been superseded by a newer model. If you have a claim accepted under the 5 year warranty on a product that has been since discontinued we would offer a discount equivalent to the contribution shown above on a model (or selection of models) with similar specification from our current range.
For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor.