Our Shipping Charges:
Delivery is included in all prices displayed on the website. Free Delivery applies to UK Mainland Only. We do not normally deliver to locations outside the UK Mainland. (Please contact us for details and quotation.) Delivery is to ground floor/reception only. Please notify us if you have any special delivery requirements outwith this. Delivery is normally approximately 5-10 working days or otherwise as indicated against specific products, although this is an approximate time and some specially made to order furniture may take slightly longer (10-15 working days). We will give you the manufacturer's estimated delivery date when we acknowledge receipt of your order. This date cannot be guaranteed as delays inevitably occur during the manufacturing or delivery process. From time to time, items are 'Mislaid' by the delivery company, we do everything in our power to prevent this, but sometimes it does happen. If you ever experience a longer than normal delay in receiving your order, please contact us. In the unlikely event that you have to return any products to us you should be aware of the following.
Please email returns@saxen.co.uk 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. All items are covered by our RTB warranty (unless stated otherwise) RTB = Return To Base. We will offer to repair or replace any damaged item. Please ensure you obtain a certificate of posting (this is free of charge) which will serve as your proof of posting should the courier mislay your goods - we are only responsible for the goods after we receive them. This excludes items damaged in transit - these will be replaced at no cost to you. We will refund reasonable return postage costs on FAULTY/DEFECTIVE items that are returned to us within 30 days of purchase. NOTE: We will not refund any return postage costs for any items shipped outside the UK. Made to Order Products - If you decided to cancel your made-to-order product for any reason, it is unlikely that we could sell it to another customer at full selling price. We'll therefore charge a cancellation fee of 20% of the order price. Our usual refund policy does not apply to made-to-order products, which cannot be returned or exchanged unless faulty. Neither of the above conditions affect your statutory rights when goods are faulty, or not as described. We only accept returns clearly labelled with a valid RMA (Return Merchandise Authorisation) number on the OUTSIDE of the package. Please contact us for an RMA number before returning any goods. Goods should be inspected at the point of unpacking and any returns must be repacked into the original packaging and securely sealed.
You must email returns@saxen.co.uk for an RMA number. RMA's are issued for specific products only. Please do not send other items not covered by the RMA. Any returned packages that do not clearly display a valid RMA number will be refused, as will packages received over 14 days from RMA issue date.
All returned goods must be securely packed in the original packaging and in an unused condition. We will not be liable for items lost or damaged in transit back to us.
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.
Damaged Goods:
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 0454 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 send an email to returns@saxen.co.uk listing any damages/shortages and if possible, e-mail us 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.
Clearance Items: Clearance items are exempt from any warranty
Your statutory rights are not affected
Remittance Terms: All goods remain the property of Saxen Ltd until paid for in full. |
