Returns and Refund Policy

Returns and Refund Policy

Your satisfaction is our first priority. If you are not completely satisfied with your purchase for any reason, you can return it yourself within 7 days of receipt and we will be happy to refund the original price of stock items, as long as it arrives to us in a saleable condition, unused, in the original packaging and box. We regret that postage, packing and insurance are direct costs and cannot be refunded. You are responsible for any returned goods until they reach our warehouse, therefore we strongly advise the items being returned are packed in the same manner you received them with protective packaging. Returned goods without any protective packaging is not sufficient and will not be refunded.

If you need to return your goods or part of your order, you must email purchasing@prewer-orsborn.co.uk .Once we have your request for a return our customer services will give you an authorisation number. Goods without a returns authorisation number will not be accepted. If you are given authorisation to return goods to Prewer & Orsborn LTD then you are to ensure the goods arrive back within 14 days. Prewer & Orsborn LTD will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods.

Goods, which have to be ordered in, are classed as “non stock items” and are subject to a 20% handling charge of the original invoice value before any discount and VAT.

Please note, your right to return items does not apply to bespoke products made to order.

This provision does not affect your statutory rights (relating to faulty or mis-described goods or your right to cancel orders under the consumer Protection (Distance Selling) regulations, further details of which are available from your local Trading Standards Department or Citizens Advice Bureau.

To return an item for a refund, please use a reputable delivery service.

Prewer & Orsborn LTD
Unit 6 Hockliffe Business Park
Watling Street,
Hockliffe.
Bedfordshire,
LU7 9NB
Please mark your returns authorisation number on the box.

Damaged Goods

• All damages must be reported within 48 hours without exception by emailing purchasing@prewer-orsborn.co.uk

Please note that the courier will ask you to sign for the goods on delivery.  If you have not been given an opportunity to examine the goods, please sign for them “unexamined.”  If you notice that the outer packaging is damaged then please sign the delivery paperwork as “package damaged” or if you so wish refuse the delivery.
• A signature is required for your delivery and therefore you should ensure somebody is available to sign for it on the day your tracking reference indicates it is out for delivery.

Faulty Goods
If the goods are found to be faulty within the warranty period, and require a replacement or part of, please email us or write to us immediately so we can contact the manufacturer to make suitable arrangements. The manufacturer may wish to test your product to confirm the item is faulty, please return the goods using the same procedure as our returns policy, after satisfactory test results are received from the manufacturer we will either send you a replacement item or the item repaired.

In the event of free goods with any order being faulty, such as bulbs, we are unable to offer a refund, exchange or return. Lamp life may vary depending on your electricity supply, areas of high fluctuation could considerably affect the life of your lamp. All our products are quality checked by hand for breakages and marked accordingly, as a rule we do not test products however if we do they will be clearly marked.

Cancellation
If you wish to cancel before the items are despatched, you are asked to contact us by e-mail as soon as practicably possible. If however your cancellation is received after the items have been despatched please return the item/s as detailed in our returns section.

Distance Selling Regulations
If the Customer is buying as a consumer, as defined in The Consumer Protection (Distance Selling) Regulations 2000, the Goods may be returned within 7 working days (excluding Saturday and Sunday and any UK Bank Holiday) of delivery for a full refund of the products. To cancel an order, the Customer must notify Prewer & Orsborn LTD in writing or by email within the 7 day period.

Distance Selling Exclusions
There are some products within our collections which may not be returned if a request has been made to personalise the item in any way, making it different from the standard product shown. Products of this nature are excluded from return or cancellation as they are “made to order” according to the allowed exclusions within the Distance Selling Regulations.

We will make every effort to contact you to remind you of this exclusion once we receive your order.

With this in mind, these items are not covered under the Distance Selling Regulations and Prewer & Orsborn LTD reserve the right to refuse cancellation or refund of items within this scope.

Then you are to ensure the goods arrive back within 14 days. Prewer & Orsborn LTD will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods.

Goods, which have to be ordered in, are classed as “non stock items” and are subject to a 20% handling charge of the original invoice value before any discount and VAT.

Please note, your right to return items does not apply to bespoke products made to order.

This provision does not affect your statutory rights (relating to faulty or mis-described goods or your right to cancel orders under the consumer Protection (Distance Selling) regulations, further details of which are available from your local Trading Standards Department or Citizens Advice Bureau.

To return an item for a refund, please use a reputable delivery service.

Prewer & Orsborn LTD
Unit 6 Hockliffe Business Park
Watling Street,
Hockliffe.
Bedfordshire,
LU7 9NB
Please mark your returns authorisation number on the box.