Sorry to hear of your request for a return.
May I ask for your help to make the sure the process is as simple and easy as possible.
Repackaged in Original Packaging
In order that we can pick up the goods we do need them repacked in all the original packaging or extremely similar. This will include the packaging liner, corners and finally the box for the goods. These need to be packaged firstly in the plastic wraps then corners and then finally put inside the box.
In order to process the return and receive a refund we do need you to follow these steps exactly, taking photos at each stage. These will then need to be sent to us to arrange for the pick up.
The carrier will not pick up until the goods are ready for collection and fully repackaged.
Duty of Care
Whilst the goods are on your premises, they are in your care and therefore your responsibility at this stage. The packaging is extremely important and your responsibility to ensure the goods are packaged for safe return to us. Any subsequent damage or wear as a result of poor re-packaging or usage may result in a deduction or no refund.
Important Terms & Conditions
For more information, please see our http://www.deluxdeco.co.uk/terms_conditions/
3.2 If the Buyer is dissatisfied with a purchase for any reason he may, within fourteen days of delivery, contact the Seller by sending a letter or e-mail to arrange for the collection of the products. Notifications must be within this period and in writing or no return will be possible.
3.3 Buyers should retain all the original packaging upon receipt of any delivery bought at distance as this may be required in the unlikely event of a return.
3.4 Returns at the point of delivery are free of charge and goods can be inspected to establish the nature, characteristics and functioning of the products. Further the goods must be packaged back up in the same way as received using the existing materials or to the same standard as received and the goods must be as new . Any damaged packaging should be made good to ensure a safe return of the products. Please indicate any missing or defects at the time you notify of us of a return in writing.
3.5 Once the buyer has taken delivery of the products and decided to try them out at home to please do so in the same way you would in one of our stores. If the way that you use your product when trying it at home exceeds what we would reasonably allow in store, you will be responsible for covering any diminished value of the product.
We advise the goods to be re-packaged back up in the original packaging or similar and in the way as received using the existing materials or to the same standard as received to ensure the goods are still as new. Any damaged packaging must be made good to ensure a safe return of the products.
3.6 Once you have received your products and wish to make a return we ask that you contact us as soon as possible, preferably within 2-3 days. Outside this time frame and as we are unable to verify as to the extent of usage of the product we will have to deem the goods used by you unless proven otherwise. Upholstered furniture is likely to lose a significant percentage of its value once used or repackaged however we will try to limit any deduction from your reimbursement to 25% of the purchase price. Any deduction will be reasonable and fair and based on a diminished value of the goods and appropriate packaging, if applicable.
3.7 Collection charges will apply to 3.5 and 3.6 and are £75 for any item, £105 for a large corner sofa (2pcs) and £33 per additional section/s.
Please send pictures of the goods:
-unpacked - to show the item itself and showing any issues
- the item packaged in the interliners bag taped up
-the item inside the box with flaps open to show that it is inside the box
-finally the item and box taped up and ready for collection
We appreciate your help with re-packing the item so that this may ensure a simple and smooth return process. Sorry this may be slightly inconvenient however this is the only way we can prove the item is repacked properly and available for re-sale.
Your goods will be resold or any issue will be remedied unless the goods are damaged beyond repair - inline with our reduction of waste and environmental policy.
Refunds will be processed within 14 days of receipt back by us and after inspection.
If you do not have the all original packaging or able to repackage the goods to the same standard as new and the goods are used there there may be a claim for diminished value.
Many Thanks for your help.
Example of Ideal Re-Packaging
