Please note these terms only apply if you are a Consumer who has purchased products directly from our website. A Consumer means any natural person acting for purposes outside his trade business or profession.
If you are a Consumer who has purchased products through a retailer or stockist of our Goods, then please contact that seller regarding your purchase.
If you are acting in the course of your trade business or profession, please contact Customer Services as detailed in your price list, regarding any returns requests.
GOODS THAT CAN’T BE RETURNED
We are unable to accept returns on samples of either wallpaper or fabrics, any of our mix-to-order paints, or any other bespoke or customised products, unless faulty.
We hope you will be delighted with your order, however, if for any reason you are not completely satisfied we are happy to offer a refund on all Goods returned to us within 30 days from the despatch of your order provided that you return the Goods using our returns paperwork, they are unused and in resalable condition and in the original packaging, accompanied with any hang-tags, accessories and instruction booklets.
No refund or exchange will be processed for Goods that are returned incomplete, damaged or soiled.
YOUR RIGHT TO CANCEL
If you live in the United Kingdom or another European Union country, you have a legal right to cancel your order after you have received and inspected the Goods, up to 14 days after you receive them as described in our Terms. These statutory cancellation rights do not apply to bespoke or customised goods. Should you decide to cancel the order you must notify us in writing.
Unfortunately we cannot stop the delivery of Goods in most cases once your order has been processed. If your order has already been despatched and you receive your delivery having notified us of your wish to cancel your order, you will be responsible for returning the Goods to us at your own cost.
If your Goods are unwanted and you wish to return your order we must receive notification within 14 calendar days from receipt of your Goods, and Goods must be received back within 14 calendar days of notifying us. Any returns received outside of this period will be dealt with at our discretion.
If your Goods are defective (e.g. damaged, faulty, not fit for purpose or not as described) you are entitled to the following:
- Up to 30 days: if your Goods are faulty, you can get a refund.
- Up to 6 months: if your faulty Goods cannot be repaired or replaced, then you are entitled to a full refund in most cases, unless we can prove that the Goods did not have a Defect at the time they were delivered.
NON-RECEIPT OF GOODS
If your Goods have not arrived you must inform us within 7 days of the estimated date of delivery. Once notified we will investigate where your order is, then contact you back to confirm when your order is likely to be with you.
If, on receipt, your Goods are received damaged, please inform us as soon as possible, and in any event within 7 days of delivery, so that we can arrange for a replacement.
If you wish to return the Goods yourself rather than use our collection service, please label with the Return Authorisation Number and return to:
Sanderson Design Group Distribution Returns Department
For your protection, we recommend you obtain proof of posting and insurance for your return as, except in instances where the item was delivered in error or was faulty or damaged, the customer is responsible for the expense of returning the Goods to us. THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS. Additionally, we cannot provide credit for packages lost during return shipment unless we have arranged collection.
The Goods must be returned to our Distribution Centre. You must take reasonable care to ensure that the Goods are not damaged in the meantime or in transit. If the Goods are damaged (or have been modified) by you or are damaged in transit in a way that you could have forseen (such as not being sent back in the same or similar packaging as sent to you), we will assess what damage has been caused and, at our discretion, those Goods may be rejected and a proportionate part of the refund withheld.
Once we have received the Goods we will confirm receipt by email and check them to ensure they have been received in satisfactory condition. Once we have confirmed this we will refund the price paid for the Goods, plus delivery cost, within 14 days of receiving your items back at the warehouse. Please note, full delivery refund will only be given on Goods that are Defective.
Any refund due will be credited back to the card used to pay for the original order. If your card has expired, you'll need to get in touch with us with your new expiry date before a refund can be processed.
We'll send an automated email to let you know once your refund has been submitted. You may then need to allow up to a further five working days for your card issuer to process the credit to your account (this delay is unfortunately outside our control; please refer to your bank's terms and conditions for further information on how long this might take).
If you request an exchange, we will place the new item you require on a new order and charge your card for this order. This means that in most cases, the value of the exchange order will be debited from your credit/debit card account before you receive the refund for the returned Goods.