RETURNS POLICY - SAXEN LTD
Welcome to Saxen Ltd.
In the unlikely event that you have to return any products to us you should be aware of the following:-
You are entitled to return the goods you purchased from us within 7 working days, beginning the day after the date of receipt of the goods (excluding Made to Order goods where a specific fabric is selected, ordered and cut to size to your requirements - e.g. soft seating, office chairs etc.), please see our Terms and Conditions regarding Made to Order Goods). This does not affect your statutory rights - you may return the goods for any reason (e.g. colour not as expected) but we do ask that you pay the courier collection charges to return the product(s) to our warehouse and that the goods must be in the original packaging and in a new and re-saleable condition. The right to cancel can be exercised in writing or in another durable medium - write to Saxen Ltd, Riverbank Mill, 2 Stoneygate Road, Newmilns, Ayrshire, KA16 9BN or e-mail firstname.lastname@example.org. A quotation for collection can also be obtained by writing to us at these contact details.
Alternatively, you can log in to your account, go to Previous Orders, then select the product you wish to return by following the link [Need to Return this Product?]. Select the product Quantity you wish to return, check the delivery address details are correct and enter the Reason for Return and the Preferred Refund Method (please note that monies can only be refunded to the original credit/debit card used to purchase the goods, or alternatively a cheque payment can be sent). Enter any further information in the Additional Comments box. Please note that we will then advise the cost of collecting the product from you by e-mail by the next working day. You can then decide if you wish to proceed with the return.
Please email email@example.com with any problems. This helps us both have a record of events. We always answer emails in the order they are received and as soon as practically possible.
In the case of faulty or damaged goods, it is our policy to repair (or replace if repair is not possible) any damaged item. We will ask for a photograph of the damage so that this can be passed to our Quality Department and used for further analysis or investigation. Please note that if the goods appear to be damaged on delivery, you should not accept the goods and should reject the delivery.
Refunds will be processed promptly, within 7 days of our warehouse receiving the goods and after an inspection of the goods has taken place.
OUT OF STOCK ITEMS:
Out of stock items are normally automatically removed from our site. Whilst we make every effort to ensure our website is always accurate with it's stock monitoring, there are rare occasions when the website will have an incorrect stock figure. If you order an item that is out of stock, you would be refunded for that item to the same credit card of payment method that you used to place the order. We have facilities to place items on backorder (Pre-order) - if you wish to place a pre-order for a product which is currently out of stock, we may ask for a small deposit. We also do not always know when an item would be back into stock. Most customers prefer an instant refund which would enable them to source their goods elsewhere if required urgently.
Clearance items are exempt from any warranty
Your statutory rights are not affected
All goods remain the property of Saxen Ltd until paid for in full.
You should inspect the goods when you receive them for any damage. If the package you receive looks like it may be damaged or has been tampered with you should refuse the package or mark the courier's sheet to show this (if you do sign to accept the package). If the goods are found to be damaged prior to delivery to you then we will replace or refund the price paid. If you find any damages you must inform us by telephone on 0845 652 2347 within 24hrs (preferably immediately on the same day you receive them). We will make a note of the order number when you phone, You will then need to inform us in writing or other durable medium to: Saxen Ltd, Riverbank Mill, 2 Stoneygate Road, Newmilns, Ayrshire, KA16 9BN or send an email to firstname.lastname@example.org listing any damages/shortages and send with a photograph showing the damage. We will try to resolve this ASAP. We cannot be held responsible for damages reported after 48hrs of receipt. Goods must be returned in the original packaging and sealed securely.