|
|
|
This page explains what to do if you've received a damaged, defective or incorrect item from Chellgrove Ltd. This returns policy does not affect your statutory rights.
If the item was damaged in transit
- If you take delivery of a Chellgrove Ltd package and the contents have been damaged in transit, you must inform us by telephone or email as soon as possible and no later than 15 days after receiving the package. Describe the damage as clearly as possible, and keep all boxes and internal wrappings. We will replace the faulty part(s) or entire item as quickly as possible.
If the item is defective
- You have the right to have a faulty item corrected or replaced within a reasonable period of time. Please keep all the warranty information that accompanies your item as this will be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to report the fault to us, please follow the instructions below.
If we sent you an item you did not order (an "incorrect" item)
- As soon as you find out we've sent you an incorrect item, telephone us (01733 245 958) or email us and let us know. We'll send you the correct item as soon as we can. Please follow the instructions below to send the original item back to us.
| How We Correct Your Damaged, Defective or Incorrect Item |
We will follow the steps below with you to replace or refund your item:
- First, please contact us by telephone (01733 245 958) or email and describe the problem to us very clearly
- We will discuss the correction of the problem with you. With your agreement, we will either (a.) Send you relevant replacement part(s); (b.) Send you a replacement item; (c.) Collect the damaged item, fix it and then send it back to you; or (d.) Part- or fully refund your payment
- If we need you to dis-assemble and/or re-assemble affected parts we will describe the process to you or send you written instructions
- If we need you to return part(s) or the entire item to us, carefully dis-assemble the part(s) or item and secure them in their original packaging, in alternative packaging in your possession, or in alternative packaging that we send to you. Affix labels with your name and any relevant reference details we give you to the packaging, and contact us by telephone or email to arrange a date for the part(s) or item to be collected
- We will send a courier to collect the part(s) or item as agreed
- We will send you the replacement or corrected part(s) or item as agreed. In the case of a refund, we will inform you by email or telephone as soon as the refund has been processed
- Please note that we cannot accept parts or items you send to us without prior agreement. In most cases where returns are deemed necessary, we will send a courier to collect the part(s) or item from your premises and we will bear the cost of collection. We may not refund any costs you incur in delivering parts or items to us or to our suppliers without our prior agreement.
NOTE:
When Chellgrove Ltd sends a courier to collect a damaged, defective or incorrect parts or items, someone must be available to hand the parts or items to the courier. Chellgrove Ltd reserves the right to invoice you for the costs of failed collections.
|
|
|