Refund Policy, Cancellations and Returns
Goods held less than 14 days:
You may cancel your order for any reason up to 14 days from the day after you receive the goods. To do this, please contact us first specifying the order number of the goods you wish to cancel. You can call 0151 652 3136 during office hours, email firstname.lastname@example.org or use our contact form. Please note that the goods must not have been used and must be returned in fully resalable condition in their original undamaged packing. If you do this it will be your responsibility to arrange and pay the cost of safely returning the goods to us but, apart from this, the whole of your money will be returned within 14 days of returning the goods. The right to cancel your order does not apply where goods have been made to your own specification or clearly personalised in some way.
Goods held for more than 14 days:
Goods held for more than 14 days (starting on the day after you receive the goods) may be returned at our discretion and a handling charge may apply. The goods must not have been used and must be returned in fully resalable condition in their original undamaged packaging. Please contact us first by either calling 0151 652 3136 during office hours, emailing email@example.com or use our contact form to discuss your return. Goods will not normally be accepted for return after more than 30 days following receipt. Unfortunately we cannot accept proof of posting as confirmation of delivery and unless otherwise agreed you will be responsible for the costs for arranging and returning the goods to us.
Please inspect your order upon receipt and before fitting. If goods are delivered faulty, incomplete or damaged you must notify us within 7 working days. To resolve the problem, please contact us by either emailing firstname.lastname@example.org or use our contact form to discuss the issue and establish the fault, a picture may also help or inspection may alternatively be required. If we are unable to resolve the problem and a fault is agreed, we will arrange return of the goods. A full refund will be given upon receipt of the item(s) including any standard carriage costs. This does not affect your statutory rights as a consumer.
Our return address for authorised returns is:
Robert Bernard & Son Ltd
26-30 Oxton Road
Please enclose your order ID or authorised details with your return so that we can easily identify the sender and process a prompt refund.
Return costs are the responsibility of the customer, and these costs include any duties or customs clearance fees in the case of international returns which may be deducted from any refund due where duty is unpaid. We can not process any returns and refunds until the goods have been received at our return address so the customer should use an appropriate delivery service for returns.