Here at Duxburys Home and Garden, we want you to be delighted with your purchase and as a family run firm, we believe in looking after the customer – good old fashioned customer service!
We do have to have some rules in place though and we have made these easy to follow.
CANCELLATIONS, RETURNS & REFUNDS
If you are a UK/EU consumer, you have the legal right, under the Consumer Rights Act 2015 to cancel your order within 14 working days following the receipt of your order.
If you wish to cancel a product you have ordered from us, please be aware of the following scenarios and the terms that apply:
- I want to cancel the order prior to dispatch: by law, you are permitted to cancel your order prior to dispatch but please contact Duxburys Home and Garden as soon as possible so that we can minimise the overheads and inconvenience of any costs incurred. This should be by telephone and confirmed with an email.
- I want to cancel or change the order after the items have been dispatched; once your order has been dispatched please be aware any changes made or cancellation requests will incur a courier charge. Please note these charges are subject to your location. Or alternatively, the goods can be returned back to Duxburys Home and Garden at your own cost once delivery has been accepted.
- I want to return damaged products: If the products you receive are damaged on delivery, you should notify Duxburys Home and Garden as soon as possible so that we can organise collection, refund or substitution without charge to you.
- We want you to be delighted with your purchase but if you are not you can return any item by notifying us of your intentions in writing within 14 days of receiving your purchase. This 14 day period begins the day after you receive the items from us. Once you have notified us you have a further 14 days to return them to us unused and in their original packaging. We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified a fault, let us know within 30 days of purchase and return the item to us for an exchange or a full refund. If not reported within this timeframe we reserve the right to refuse a full refund. As above in cases where Duxburys Home and Garden deems inappropriate misuse or in instances where the product/s has been tampered with by a third party, we are not obligated to issue a replacement/full refund.
Returning Un-Wanted Goods...
If your item has arrived and it is not quite what you wanted, you can of course send this back to us. You must contact our customer care team within 14 working days from delivery. You can do this by either filling in our returns form here >>> Returns
or alternatively email us at: email@example.com.
When sending un-wanted items back please ensure that you do not write on the outside of the original packaging. This could affect your entitlement to a full refund. To receive a full refund, the item must be returned in A1 condition. Refunds are processed within 28 working days from receipt of the return.
We will refund the basic delivery cost of getting the goods to you in the first place, however the return postage will be at your cost.
Please note we are unable to accept any products back if they have been used or the original packaging has been disposed of.
Smaller returns can be taken to your local post office. For larger items we recommend using one of the following websites:
www.myhermes.co.uk | www.parcelmonkey.co.uk | www.parcel2go.com
We can arrange the items to be collected ourselves but the cost of the collection will be deducted from your refund.
When sending items back please ensure that you have taken out the appropriate insurance to cover the value of the item(s).
As a business we fully comply with the new Consumer Rights Act (October 2015).
What if my item arrives damaged?
We do aim to ensure that items are packed well to avoid damage in transit, but accidents can happen! If any of your items arrive damaged, please contact our customer care team within 7 days from receipt of the order. We can then look to replace the damaged item for you. At this stage please do not send the damaged item back, our customer service team will advise as to what to do with next.
You may contact our team by calling 01772 336664 option 2 or emailing: firstname.lastname@example.org
Our Returns Address...
Please make sure your name and order number are clearly visible on the label.
Returns @ Duxburys Home and Garden,
92 Chainhouse Lane