CANCELLATIONS & RETURNS
CAN I CHANGE MY MIND AND RETURN THE GOODS I'VE ORDERED?
Yes, with some exceptions (see below). If you change your mind, you can inform us that you wish to cancel or return your order up to 14 days after you have received it. You then have a further 14 days to return the goods to us.
You cannot cancel an order for certain items such as bespoke and items made to order.
If the goods have already been despatched, you will need to pay for their return. Items must be returned to us unopened, unused and in perfect condition.
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You will need to contact us to obtain a Returns Number to return the goods; parcels without a Returns Number may be refused.
Your payment will be refunded in full, including basic shipping once the goods have been returned. However, we may make a deduction from your refund if the value of the goods has been reduced as a result of you handling them more than was necessary. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop – for example goods should be unused and in their original, unopened packaging. If an item has been used or tested, we may charge a restocking or servicing fee, and reserve the right to refuse a refund - please contact us beforehand if you require clarification.
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I HAVE RECEIVED THE WRONG GOODS - WHAT SHOULD I DO?
We do our very best not to make mistakes, but if things do go wrong, please let us know straight away so that we can arrange for the goods to be returned to us and a replacement sent as quickly as possible.
You will need to obtain a Returns Number - email ecoroost@gmail.com
Items must be returned to us unopened, unused and in perfect condition.
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We will usually despatch the correct item only once the goods have been returned. However, if we agree to send you a replacement for an incorrect item before it is returned, you must return the original item to us within 14 days otherwise we reserve the right to charge you for both items. Please note all goods remain the property of Eco-Roost until paid for in full.
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MY GOODS HAVE BEEN DAMAGED IN TRANSIT - WHAT SHOULD I DO?
Please check your goods carefully when they arrive and tell the courier immediately if they are damaged. If you sign to say that the goods were received in good order, we cannot subsequently accept liability for damages sustained in transit.
If you notice any damage when your items first arrive, please let us know straight away so we can arrange for the goods to be returned to us if necessary and a replacement sent as quickly as possible.
It is very helpful if you are able to email us a photograph of the damage.
You will need to obtain a Returns Number - please email Ecoroost@gmail.com
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We will usually despatch a replacement item only once the damaged goods have been returned. However, if we agree to send you a replacement before the damaged item is returned, you must return it to us within 14 days otherwise we reserve the right to charge you for both items. Please note all goods remain the property of Eco-Roost until paid for in full.
You must notify us of any damages within 30 days of receiving the goods.
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I HAVE RECEIVED A FAULTY ITEM OR MY ITEM HAS DEVELOPED A FAULT
Please contact us as soon as possible. DO NOT return the item to us without speaking to us first. Where possible, and particularly with more technical products, we will run through diagnostics by e-mail or phone before we provide you with a returns number, and we may also need to obtain permission from the manufacturer for warranty replacements.
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If you notify us of a fault within 30 days of receiving the item, you have the option of a full refund, repair or replacement.
If you notify us of a fault after 30 days but within 6 months, the item will be repaired or replaced, at our discretion. If this is not possible you will receive a full refund. Items that are covered by a warranty will be handled according to the terms of that warranty.
You will need to obtain a Returns Number - please email ecoroost@gmail.com
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We will usually despatch a replacement item only once the faulty goods have been returned. However, if we agree to send you a replacement before the faulty item returned, you must return it to us within 14 days otherwise we reserve the right to charge you for both items. Please note all goods remain the property of Eco-roost until paid for in full.