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 14 working days beginning the day following receipt of delivery. Please note that this does not apply to Made to Order goods where a specific fabric or wood finish is selected, ordered and cut to size to your requirements - e.g. soft seating, office chairs, furniture etc., please see our Terms and Conditions regarding Made to Order goods, this does not affect your statutory rights.
You may return goods for any reason (e.g. colour not as expected) and you will be asked to pay a return charge which is normally deducted from your refund. Prior to returning your goods, you may request a return cost for your goods from our customer service department. Goods must be in the original packaging and in a new and re-saleable condition. To cancel and return your goods, please put your request in writing to Saxen Ltd, Riverbank Mill, 2 Stoneygate Road, Newmilns, Ayrshire, KA16 2AJ or by e-mail to firstname.lastname@example.org.
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 returning 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 questions or issues. 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 and clearly mark on the driver's delivery note that the goods are damaged.
Refunds will be processed promptly within 14 days of our warehouse receiving the goods. If goods are not returned in the original packaging and/or are not in a re-saleable condition, this will reduce the amount of money which you will be refunded.
OUT OF STOCK ITEMS:
Out of stock items are either temporarily removed from our site or a date will be shown in red when new stock will be available. Whilst we make every effort to ensure our website is always accurate with its stock monitoring, there are rare occasions when it is not possible to show that a product is unavailable. If you order an item that is out of stock, you will be notified by our sales team in your order acknowledgement. If appropriate, you will be refunded the full cost of your order using the same method which you used to pay for your order. We have facilities to place items on back order (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.
Your statutory rights are not affected.
All goods remain the property of Saxen Ltd until paid for in full.
On receipt of your delivery, you should inspect the goods for any damage or faults. If the package you receive is torn, damaged or has been tampered with, you should try to inspect the goods before the courier leaves. However, this is not always possible and we would ask you to clearly write on the driver's delivery note that you are accepting the goods as unchecked with damaged packaging. If your goods are damaged you must inform us by telephone on 0845 652 2347 within 24hrs and preferably on the same day you receive them. We will then ask you to inform us in writing to: Saxen Ltd, Riverbank Mill, 2 Stoneygate Road, Newmilns, Ayrshire, KA16 9AJ or send an email to firstname.lastname@example.org listing any damages with a photograph(s) clearly showing the damage. We will arrange for a replacement to be delivered to you as soon as possible but please note that the lead time will be the same as the normal delivery lead time for your product. We cannot be held responsible for damages reported after 48hrs of receipt. We will notify you if the damaged goods require to be collected and returned. All goods must be returned in their original packaging and sealed securely.