Return of Goods Policy / Refunds.
Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products described below referred to as made-to-order.
Returns are at customers' own expenses. We advise you use an insured, signed for service*.
All accurately returned products will be credited to the original purchaser’s Debit/Credit card, excluding delivery costs, within 7 working days of goods being delivered back to us.
The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means, that there are no marks on the item or packaging. We are unable to accept any item with any indication that it was used.
If the Goods being returned are damaged in transit due to careless packaging by you, we reserve the right to deduct an amount for lost value from the amount refunded up to the full value of the Order. If you would like us to arrange collection of your Goods, please contact firstname.lastname@example.org or further information
*Where Goods are large or fragile (as determined by EJ Ryder Ltd) we reserve the right to nominate a specialist furniture handler for return transit and pass the cost of delivery (up to 20% of the total Order value) onto you
Damaged / Faulty Items.
We make every effort to deliver your items to you in perfect condition. We recommend that you check your delivery as soon as it is received. If there is a problem with your order please contact email@example.com as soon as possible so that we can resolve it for you promptly.
We cannot refund or exchange made-to-order products.
Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available goods are often made-to-order. Therefore it is not possible to return these items. We will contact you via email to confirm your order details are completely correct before starting the production. The item will be noted as made-to-order if it is non returnable on the sales order. You have 3 days to amend your order from receipt of this email. Please only order if you are sure that the item and finish is right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.
Made-to-order are furniture and lighting items whereby you select a fabric, colour, material finish or size at point of order.