RETURNS: DEFECTIVE GOODS
In the uncommon event that the product(s) you have ordered arrive in a faulty or damaged condition and you wish to initiate a return without opting for repair, please contact Solamans Outdoor at your earliest convenience to report the issue. Once we receive your request, we will arrange for the collection of the items and conduct a thorough inspection of the reported damages or faults. According to the guidelines of the Consumer Rights Act 2015, if your item is found to be damaged or faulty upon arrival, you are entitled to a free return as long as it is initiated within 30 days of receiving the delivery.
Solamans Outdoor reserves the prerogative to decline a refund or apply deductions to the order value if the fault is reported after the stipulated time period or in cases where the product has been mishandled or tampered with by a third party. We recommend a comprehensive examination of your entire order upon delivery, with particular attention to delicate components like glass. Any concerns should be raised promptly to expedite the returns procedure.
REPLACEMENTS: DEFECTIVE GOODS
Should an item arrive in a damaged condition and you opt to retain or exchange the set, we will make every effort to swiftly source and dispatch a replacement set or part. In most scenarios, we aim to address such matters within 3-5 business days. However, certain parts may necessitate special manufacturing and overseas shipping, a process that can span 6-12+ weeks. We are committed to exceeding expectations in providing exceptional service to ensure your satisfaction. Please note that subsequent deliveries of replacement sets or parts do not qualify for the VIP Delivery Service, unless a professional assessment or intricate installation is required. A standard delivery will be arranged for customer self-assembly of replacement parts. Should Solamans Outdoor not request the return of the faulty goods for inspection, it becomes the responsibility of the customer to appropriately dispose of any defective components.
RETURNS: CHANGE OF PREFERENCE
While it is rare for our customers not to be fully content with their purchases, we understand that occasional situations arise. You can shop at Solamans Outdoor with confidence, knowing that we operate within the guidelines of a 14-day 'change of mind' returns policy under the Consumer Contracts Regulations 2014.
We kindly request that any return be initiated as soon as possible, preferably within 48 hours of delivery, to facilitate a swift processing of your return. If returned goods exhibit signs of customer misuse or negligence, or are not in new, unused condition as originally delivered, Solamans Outdoor reserves the right to refuse a refund or deduct an appropriate amount from the refund to cover incurred losses.
Change of preference returns are exempt from charges if:
You have availed VIP Delivery and decline the product(s) during assembly. Sufficient time allows for same-day return of goods (we advise promptly notifying delivery personnel of any concerns to facilitate efficient same-day returns). For returns not meeting both conditions above, any collection costs tied to the return will be subtracted from the refund amount. We suggest allowing us to organize collection and deduction to ensure insured transit and secure, swift transport. While you can arrange a return to our warehouse at your expense, it is imperative to employ a courier that can insure the full value of the goods and provide a POD (Proof of Delivery).
Returns due to a change of preference may incur a restocking fee of up to 50% of the item value, plus any collection expenses.
Should returned goods or their packaging exhibit unreported damages or defects not present on the day of delivery, or if any components, including packaging, are missing, a restocking and return fee may be subtracted from the refundable amount. We recommend capturing images of the furniture and its packaging before collection and return.
Solamans Outdoor will not bear responsibility for damages incurred due to natural elements, including but not limited to: wind, fire, flooding, or similar events. Replacement parts necessitated by uncontrollable factors will be charged to the customer. Returns containing damages due to natural elements or other factors beyond the control of Solamans Outdoor will entail a deduction from the refund balance, contingent upon the nature and extent of the damages.
To complete your return, kindly email firstname.lastname@example.org and reference your email as 'Order #### Return,' or call us at 0330 221 6392 for further assistance.
Returns falling under the following categories may result in a refund denial or partial refund:
Items not in their original condition. Items damaged or missing parts for reasons unrelated to our actions. Packaging not in its original condition. Missing packaging. Items requested for return more than 14 days after delivery (under CCR 2014) or 30 days after delivery (under CRA 2015).
The returns and refunds process may take up to 7 working days, as furniture collection, return, and assessment are required by our warehouse teams. Upon receiving and inspecting your returned product, we will send you an email confirming receipt and notifying you of the approval, partial approval, or rejection of your refund request. Upon approval, your full or partial refund will be processed, automatically credited back to your credit card or original payment method. For Bank Transfer payments, we kindly request your bank details for prompt refund processing. It is imperative to ensure the accuracy of your bank details to avoid funds being sent to an incorrect account. Refunds are generally processed within 3-5 working days after receiving your return.
Recognizing the significance of your garden furniture investment, we stand ready to address your inquiries. Please do not hesitate to contact us at 0330 221 6392 or via email at email@example.com to discuss your order's status. Our dedicated and professional team is here to assist.
We eagerly await the opportunity to fulfill your orders.
Yours in Service, Solamans Outdoor