Welcome to the Skirting 4 U LTD Returns Policy
Under the Consumer Rights Act 2015 you are entitled to return goods if they are faulty, or not as described.
When buying many goods online, you have an additional right under the Consumer Contracts Regulations to change your mind and obtain a full refund BUT that right does not apply to goods that are made to the consumer’s specifications. All of the goods we sell are custom made to your specifications (apart from spray cans) and therefore legally, once you have submitted your order, you have no right to cancel.
However, we try to be accommodating and therefore do offer a returns policy as set out in our terms and conditions, which we have summarised below.
There are three primary scenarios in which you may want to return goods to us:
- Your goods have been delivered and they are not of the correct quality or have been misdescribed.
- Your goods have been delivered and part or all of the order has been damaged in transit
- Your goods have been delivered and you have since decided you no longer require part or all of your order
Your goods have been delivered and they are not of the correct quality, were misdescribed or part or all of the order has been damaged in transit.
Where we may be at fault, every effort will be made by us to remanufacture any replacement pieces required to properly fulfil your order. We will ask you to provide photographs of any damage or quality issues so that we can bring the problem to the attention of our staff or to the delivery firm if necessary. Our customer services team will liaise with you to find the best solution for you.
If, having received substandard or damaged items, you wish to cancel your order, we will accept a full return of the goods to us and will issue a refund to you of the full amount originally paid to us by you for the goods in question. We will also help to arrange collection of the goods from you, and cover the cost of the collection.
Please be aware that any goods that have been ‘used’ (altered, painted, cut, installed) will be deemed as having been accepted by you and will not be eligible for refund.
Your goods have been delivered and you have since decided you no longer require part or all of your order
This might occur for one of a number of reasons- including but not limited to:
- You have ordered products in error (wrong profile, height etc);
- You were expecting a certain design of ours to match something you already have possession of that was originally manufactured or purchased from another supplier and it does not;
- You have sourced the items you need from elsewhere and no longer need the items ordered from us;
- Having received the physical products you have decided that the design you have chosen isn’t something you like;
- You have ordered more products than necessary to complete your project, and you wish to return the excess;
- The project is no longer going ahead and as such you no longer require the products ordered from us.
For goods not made to your specifications (such as paints or painting accessories), you can change your mind about the goods up to 14 days after the day that you receive the goods. You will have to return the goods to us, and you will have to pay to send the goods back to us.
For all goods made to your specifications:
If you do change your mind about an order you have placed and wish to cancel, we allow you to do so free of charge within 24 hours of the time you submitted your order if you have chosen standard or economy shipping. If you cancel within this period, we will grant a full refund.
We begin production of orders where Express delivery is chosen almost instantly in order to guarantee we meet the tight deadline. Because of this, unfortunately we cannot offer full refunds on orders cancelled where Express or Express pre-noon are the selected carrier. This may also be the case with some orders placed on a Wednesday for delivery on the Saturday in the same week.
After the 24-hour period, even if the goods that we have manufactured are correct and match the items listed on your order, we will offer a refund of 50% of the value of the goods if you return the goods to us in their original condition. We are unable to refund any delivery fees relating to your original order, and in most cases will require you to cover the costs of shipping the returned items to us. We are happy to assist in organising the return of the items with our courier partner, but the cost of this will be passed onto you. Any refund due will be processed once all of the items have been returned to us and received by us in their original condition. Again, any products that have been used cannot be refunded.
Changes to your order
In terms of amendments to the specification of your goods after the order has been placed, but before delivery, we will do our best to honour those (but additional charges may be incurred). We cannot make alterations once your order has been produced.
We will email you regularly to let you know when your order passes through each stage of production, so it will be apparent when alterations can no longer be made without incurring additional cost. If you create an account at the time of order, you will also be able to track the progress of your order from within your account.
The email updates we send to you depend on us being supplied with a correct email address at the time you place an order with us. Sometimes these emails may come through as ‘spam’ so please check your inbox to make sure these emails are coming through to you as they should.
For any queries, please contact our customer services team on 01922 451 689 or email firstname.lastname@example.org