When requesting a refund, please provide your invoice number & full name on the order. Please note, photos of the product may be required.
Unwanted or unsuitable goods:
We accept returns for products that are in new & unused condition for 30 days after the date delivered. You are welcome to choose either an exchange or a refund less delivery charges and £30 restocking & administration fee to the payment card. You must meet the cost of return delivery for unwanted goods. We cannot accept responsibility for goods in transit, so we would recommend using a tracked and signed for postage method, as well as making sure the goods are packed suitably, we would ask that this is the original undamaged packaging. The item must be in the same condition as when you received them and must be in the same packaging which must not be damaged or defaced. If the packaging is defaced or damaged in any way then you will not be provided with a refund.
Damaged or defective goods:
We can accept damaged goods in new & unused condition for 30 days after the date delivered, but we must be notified of any fault within 14 days of receiving the product. You will be entitled to a full refund to the original payment method or an exchange, which is entirely your choice. We will meet the costs of return postage if the item is damaged, and will arrange a courier to come and collect the item. Please note that we will need to be provided with photos of the damaged or defective products before deciding on a refund for you, to check this is a manufacturing fault.
Goods under warranty:
If your item breaks within the time your warranty expires, we will offer you a repair or replacement, or you may be offered a refund based on our decision. We will assess the goods through photo images and may have the item returned to assess more if needed. If the item is damaged or defected due to manufacturing, we will cover costs of returns and have the items picked up by our courier if they haven’t been done so already. If the damage is at no fault of the companies, then you will be liable to meet the costs of any postages, repairs or replacements. Our company warranty is 1 year from delivery date.
Incorrect goods despatched:
Occasionally the wrong items are sent to a customer. If this is the case for you, please call us within 14 days from the day of delivery and we can arrange a courier to come and collect the incorrect goods. You will be entitled to your choice of an exchange for the correct item or a full refund. These goods can only be returned in the original packaging in new & unused condition. If you have been incorrectly charged, we will correct the discrepancy.
Bespoke Orders:
If you have ordered and received a bespoke item, you will have been charged a deposit. In the case of no longer wanting the item or wanting it different to the way you originally asked once the item has been produced, you will lose your deposit and not be entitled to either a refund of a deposit or any amount paid.
Exchange Procedures:
If you are returning a product for an exchange, we would have to receive the goods and then inspect them and once assessed, then send out the replacement. Once the goods have been checked, we would normally do a straight exchange unless:
. Goods are damaged
. Goods have been soiled
. Goods have been used
. Goods have an odour i.e., Dampness or smoke
. Goods were left on a vehicle and shrunk i.e., Canvas Hood
. Goods have condensated
In the case of exchanging a damaged hood through a manufacturing fault for the same hood which needs to be manufactured by us, we would normally aim to do this ASAP for you which could take anywhere up to a week. If you are exchanging a hood because you have changed your mind, you will have a new order written up which would mean waiting for your hood to be completed which could take from a couple to several weeks depending on the situation of our stock and staff. In the case of exchanging frame parts, we would aim to do this straight away unless we do not have stock, in which case you would be priority as soon as they are made.
Important:
Exchanges will only be made where the same item is available to be made up at the same price as the original. If an item is not available a full refund or wait time will be issued. All goods must be returned in a new and un-used conditions and in original packaging. If necessary, we reserve the right to refuse the returned goods. This could be because the item received back is not in an acceptable re-saleable condition. Usually, we will ask for pictures before asking you to return the item or being picked up by our courier to see how we can help before it comes back to the workshop. Please allow up to 14 days from receipt of assessing your item for your refund to be processed.