Our commitment to your satisfaction.
1. Overview
At BRAND NAME we stand behind every piece in our cabinet. This policy sets out the terms for returns, refunds and exchanges on orders placed through our website, operated by BRAND NAME LTD.
2. Eligibility
2.1 General conditions
A piece is eligible for return where:
- The request is made within 30 days of the delivery date
- The item is unused and in its original, undamaged packaging
- All accessories, certificates and documentation are included
- The item shows no signs of wear, alteration or use
- It was purchased directly from our website
2.2 Non-returnable items
- Items that have been used, displayed out of packaging or show wear
- Clearance or sale items, where marked on the listing
- Bespoke, engraved or made-to-order pieces
- Items damaged through mishandling after delivery
- Requests made more than 30 days after delivery
3. How to Request a Return
- Get in touch: email us with your order number and the reason for return
- Authorisation: wait for our reply with return instructions and an address
- Send it back: pack the piece securely in its original packaging
- Inspection: once received and checked, we process your refund
- Refund: issued to your original payment method within 5–7 business days
4. Refund Timeline
- Authorisation: up to 1 business day to receive return instructions
- Transit: typically 3–7 days for the parcel to reach us
- Inspection: 3–5 business days to verify the return
- Refund issued: 5–7 business days to appear in your account
5. Shipping Costs
Customers cover return shipping unless the return is due to our error or a fault with the item, in which case we provide a prepaid label. We recommend a tracked service for your protection.
6. Faulty Items
If a piece arrives faulty within 30 days, we will offer a full refund including return shipping, or a replacement at no cost. Please send photographs of the fault with a short description.
7. Damaged in Transit
- Contact us within 48 hours of delivery with photographs
- Keep the damaged packaging — it supports the carrier claim
- We will investigate and arrange a replacement or full refund
8. Store Credit
In place of a refund to your original payment method, you may opt for store credit worth 110% of the refunded amount, valid for twelve months from issue.
9. Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.