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How do I return an item ordered online?
Lost of Damaged in Transit
Coulsdon Home Hardware Ltd will not be responsible for damage or loss of goods or part thereof in transit or for any discrepancy between the goods delivered and the goods ordered unless the customer gives written or email notice of a claim to Coulsdon Home Hardware Ltd and the carrier within three (3) business days of delivery.
In the event of damage of goods or part thereof in transit or for any discrepancy between the goods delivered and the goods ordered, the customer must hold the goods and make them available for inspection or collection by Coulsdon Home Hardware Ltd or its representatives on request.
The customer must inform Coulsdon Home Hardware Ltd immediately (the same day or, at the latest, the first business day following delivery) concerning any claim of delivery error or non-conformity of goods, in kind or in quality, compared with the information on the purchase order.
Any claim made after this time period will be rejected.
All claims must be made in writing and sent/emailed to Coulsdon Home Hardware Ltd
Any claim that does not respect the rules defined above cannot be taken into account and releases Coulsdon Home Hardware Ltd of any responsibility to the customer.
In the case of delivery error or exchange, all goods to be exchanged or refunded must be returned to Coulsdon Home Hardware Ltd in whole, in its original packaging and in perfect condition to Coulsdon Home Hardware Ltd.
For claims to be accepted, the customer must first make a declaration to THE MERCHANT concerning any returns and receive and Coulsdon Home Hardware Ltd’s consent. If accepted, the customer will ship the package to Coulsdon Home Hardware Ltd.
Shipping fees shall be at Coulsdon Home Hardware Ltd’s expense, except in the case where the goods do not correspond to the original declaration made by the customer concerning the return.
The provisions hereof cannot deprive the customer of their right to legal warranty requiring Coulsdon Home Hardware Ltd to protect the customer against latent defects of goods sold.
The customer is expressly informed that Coulsdon Home Hardware Ltd is not the manufacturer of the goods presented in Coulsdon Home Hardware Ltd website and store and that Coulsdon Home Hardware Ltd shall not be held liable for defective goods.
In the case of damage to a person or property resulting from a product defect, only the product manufacturer shall be held liable and sought after by the customer, by means of the information provided on the packaging of said product.
All products sold on by Coulsdon Home Hardware Ltd are under a one (1) year warranty. All products that have been modified or repaired by the customer or any other party not chosen by Coulsdon Home Hardware Ltd are not covered by this warranty.
For claims to be accepted, the customer must first make a declaration to Coulsdon Home Hardware Ltd concerning any returns and receive and Coulsdon Home Hardware Ltd’s consent. If accepted, the customer will ship the package to Coulsdon Home Hardware Ltd.
The warranty can be extended according to the terms provided in store and on the website.
Right to Withdrawal
In accordance with the Distance Selling Regulations 2000, the customer has the right to a cooling off period of seven (14) business days, starting at the time goods are received, to cancel the contract and return said goods at their own expense, without having to give a reason. All returns can be indicated beforehand with Coulsdon Home Hardware Ltd customer service department. All goods must be returned to Coulsdon Home Hardware Ltd.
The cooling off period and right to cancel do not apply to contracts, orders for any goods made to your specification, any downloaded goods or unsealed goods including but not limited to (DVD, CD, Tapes, Software, Video and audio).
Only complete and unused goods in perfect condition for resale will be accepted. No refunds or exchanges will be made for incomplete, damaged or unsealed goods, including damage to original packaging. The customer can exercise this right to withdrawal without penalty, excepting the return fee for the goods. If the customer exercises the right to withdrawal, they have the option of requesting a full refund of the item less the original shipping charge or exchange of goods. If an exchange is requested, all shipping expenses shall be the responsibility of the customer.
If we’ve shipped an order to you with free shipping and you no longer want it we will deduct the original postage cost from your refund.
If the right to withdrawal is exercised, Coulsdon Home Hardware Ltd will make every effort to refund the customer within 30 days.
You will be asked to return the items to us with a courier – full details will be provided along with all documents required.
Coulsdon Home Hardware Ltd
22-24 Chipstead Valley Road
In store Returns of non Faulty Items
You must return your item within 28 days of purchase in its original packaging with all documents.
Proof of purchase is required.
Off the shelf items a credit note will be given to the value of the item returned, this is redeemable in part or full store, the credit note cannot be re-issued if lost.
For special order items a 50% re-stocking fee will apply and a credit note for the remainder will be given.
It is at Coulsdon Home Hardware Ltd discretion to apply the above and may choose not to accept the return.
In store Returns of Faulty Items
If your goods are faulty and you don’t have the receipt, you still have the right to a repair, refund or replacement as under the Consumer Rights Act. You just need to show proof of payment, such as a bank statement with the transaction on it.