Returns Policy & Procedures
If, for any reason, you are not happy with your purchase, please follow the following instructions for returning items.
You must notify us by contacting our Customer Service team either by sending an email to email@example.com with the order reference number, a quick explanation of the reason why you wish to return the product, photographic proof of the fault or discrepancy and any detail you consider important. We usually answer emails within two working days.
Our customer service team will then contact you to organise a collection and explain all the necessary procedures.
NB - This returns policy only applies to products bought through www.brandinteriors.co.uk. Please contact one of our showrooms for in store returns policy.
- How to proceed to a return
Please open and check your order the day of receiving it and inform us of any transit damage problems immediately. All items and parts of items must be checked for any damage prior to assembly. It is your responsibility to check that your delivered products have arrived in perfect condition, before signing the delivery form.
- Damaged/Incorrect item received
If the delivered item does not fit your order, is damaged or incorrectly supplied, please contact us as soon as possible to arrange a refund or replacement. Brandinteriors.co.uk must be notified of damages within 24 hours of delivery. We will ask you to send us a photo of the damage for our records and to assist us in taking appropriate action. We will require you to return the item with care, as it might be necessary to return it to the manufacturer. Please include your customer order details with the package, as these are necessary for processing a return. Once received, the items will be checked and our customer service will contact you to advise you of the possible replacement or refund.
- Unwanted items
Concerning unwanted goods, if you change your mind for any reason and you wish to return your purchase you must notify us within 7 days of receipt by contacting our Customer Service team via email to firstname.lastname@example.org. You have a duty of care for the product during the cancellation period, which includes it being sent back in the original, unmarked and undamaged packaging, or in a good enough quality transport packaging in order to avoid any damage during the transport back to our warehouse. Items must not have been used or assembled in any way.
Once you have contacted us, we will get in touch with our courier to arrange collection and they will notify you of a proposed collection date shortly after.
Should you change your mind and want to return your item and get a refund, you will be charged a standard collection fee as below:
- £7.50 for any small item
- £19.00 for any medium item
- £38 for any large item.
We do not accept responsibility for items lost or damaged in transit and your initial delivery charge will not be refunded.
NB - This returns policy only applies to products bought through www.brandinteriors.co.uk. Please contact one of our showrooms for instore returns policy.
Brandinteriors.co.uk retains the right to refuse a refund on any item not deemed to be re saleable. Returns cannot be accepted once the assembly process has begun.
- Made to order Goods Cancellations/refunds
Made to Order items are custom made to your specification. Therefore, we strongly recommend that you choose the correct colour, style and size before placing the order. We will allow a 48-hour cooling off period once the order is placed where you will be able to cancel your order and obtain a full refund. To cancel your order we will require you to email us at email@example.com. Once this has been confirm and agreed by one of our customer service team we will proceed to cancel your order and issue a refund. However, once the 48-hour cooling off period has ended, you, the customer, will enter into a legal contract with Brand Interiors and a cancellation/refund may be declined.
Once you have received your made to order product we cannot accept return of said products unless confirmed defective by a brand interiors representative. Please note photographic evidence of defect or damage will be needed before any cancellation/refund request can be processed. We cannot accept a return of a made to order item for minor or immaterial variations or changes in colour or pattern between the sample or description on our site and the goods delivered, this is due to the natural composition of the materials used. If a cancellation/refund is approved by a Brand Interiors representative, a collection will be arranged and refund processed, all of which may take up to 4 weeks from initial cancellation/refund request.