Returns Policy

Last updated February 15, 2021

We hope you are happy with your purchase, however, if you are not completely satisfied  for any reason, you may return it to us for a full refund only. Please see below for more information on our return policy.

DIRECT HOME DELIVERIES

RETURNING AN ITEM. Online or telephone orders fall under the distance selling regulations whereby you, the customer, has an automatic right to return those goods to us, the retailer, regardless of reason within a reasonable timescale, which in most cases is 10 days.

If you decide to return any items to us, the retailer, you can do so based on the criteria detailed below.

Where an order contains products that include free delivery, the actual cost of delivery will be calculated based on the cost price that we, retailer, incurred.  This delivery costs vary greatly depending on the product(s) ordered and the customer will be notified of this cost before a returns note is issued.

PARTS REQUESTS. We will supply missing parts for UK mainland orders only. For speedy and efficient dispatch of the parts requests it is imperative that the instruction for online ordering of parts which is printed on each delivery note supplied with each order is followed.

ORDERS WHICH ARE REFUSED ON DELIVERY. Where a delivery has been refused by the customer on delivery the carrier will return it to us. You will be refunded the cost of the item but as the carriage has been attempted the carriage and handling charges will apply.

ORDERS WHERE DELIVERY CANNOT BE COMPLETED. Where a delivery has been attempted 3 times by the carrier they will return it to us. You will be refunded the cost of the item but as the carriage has been attempted the carriage and handling charges will apply.

ORDERS WHICH ARE DAMAGED ON DELIVERY. Where a delivery has been refused by your customer as the consignment is damaged the carrier will return it to us and we will send out a replacement. No additional costs will be incurred by you or your customer.

All consignments carry a large yellow sticker telling customers to refuse any delivery with obvious transit damage. Every carton carries printed information clearly stating that once opened, the goods are considered to be accepted unless any problems are intimated within a reasonable time and if any problems are encountered then parts will be supplied on request.

FURNITURE WHICH THE CUSTOMER WANTS TO RETURN UNDER DISTANCE SELLING REGULATIONS. Where the customer no longer wants the goods and the cartons are unopened provided this is intimated within 10 days of the date of delivery we will collect them if you wish. You will be charged for the return carriage at the same rate as the original delivery cost plus a restocking fee of 20% of the goods value.

FURNITURE WHICH THE CUSTOMERS HAVE UNPACKED AND WANT TO RETURN. Where the customer has unpacked the furniture and no longer wants the item and this is intimated within 10 days of the date of delivery these goods must be returned in their original cartons and securely sealed. You will be charged for the return carriage at the same rate as the original delivery cost plus a dilapidation charge of 30% of the goods value. Where an item has been assembled and dismantled, but correctly repackaged in its original packaging a 50% dilapidation charge will apply

If upon inspection we find a genuine production fault which would affect the customer’s ability to easily rectify any dissatisfaction with replacement parts, we will provide a full reimbursement.

FURNITURE WHICH THE CUSTOMERS HAVE ASSEMBLED OR HAVE DISPOSED OF PACKAGING AND WANT TO RETURN. It is imperative that you are aware that we are unable to accept goods for return unless returned in their original packing and securely sealed. Any goods we receive back in this way will not be credited to your account and if goods are returned to us in this manner we will notify you as soon as reasonably possible. You will be charged for the return carriage at the same rate as the original delivery cost plus a dilapidation charge of the full value of the goods.

All deliveries are sent with a request for a Signature and will not be left without proof of delivery being completed. If a customer overrules this instruction we will not be held responsible for goods which are lost or stolen and no refund will be made.

In all instances where goods are returned to us it is imperative that you request a RETURNS NOTE clearly stating your customer details, product details and reason for return. We cannot issue credits without this paperwork as we cannot identify the returnee.

We will not be held responsible for any delay or failure to comply with these terms if the delay or failure arises from any event which is beyond our reasonable control. Such events would include (but are not limited to) fires, floods, earthquakes, storms, natural disasters, war, civil unrest, acts of terrorism or malicious damage to or destruction of our premises, equipment or goods.

QUESTIONS
If you have any questions concerning our return policy, please contact us at: hiveretailgroup@gmail.com