Returns, Exchanges, Cancellations & Faulty Goods
Your statutory rights and other information.
Because we offer free delivery on orders over £50 (£2.50 under £50) to UK addresses and minimal postage charges to other destinations, we are unable to supply a free return option, unless goods are defective, or we have made an error in dispatch. We are, however, happy to advise you on what we believe to be the most economical method of return. For further information email us at email@example.com or call us on the telephone number below.
Extended Returns Policy
We understand that the ongoing challenges with COVID-19 may be affecting your ability to return your order in the usual time limits. We have extended our normal returns policy to 40 days, for items purchased online from Monday 23rd March 2020. We will look at each return on a case by case basis. Please note, as all of our stores are temporarily closed, you are unable to return your order to store.
Every item has been carefully chosen to provide you with the highest standards of quality. If you are not entirely satisfied you can return your selection to us in an unused condition within 30 days (currently extended to 40 days as in the above Extended Returns Policy) of receipt for a full refund of the purchase price or exchange. This does not affect your statutory rights.
Ensure you clearly label your parcel and advise us that you are planning to return an item. Please email: firstname.lastname@example.org. Include the order number and your reason for returning the item. Also remember to place a copy of the email or a returns slip inside the parcel.
Please allow up to 2 weeks once you have sent your parcel for the refund to be credited. If you are having an item repaired, or replaced, see the procedure below.
Return to our Ipswich distribution centre:
Golding Head Office
W D Coe Ltd
20-28 Norwich Road
Return Postage and Packing Costs
Please note that you are liable for the cost and safe return of your purchase, in the event that the item you are returning is non-defective. Should a product be faulty, or incorrect, please telephone us on the number below, or email us at email@example.com and we will either advise you how to return your goods, or arrange for a collection to be made. Either way there will be no cost to you, as where appropriate we will refund postage charges. Please use original packaging for returns, securely seal and label. Enclose your order reference and contact details. Also email us to say the goods are being returned.
Exchanges & Faulty Goods
We are happy to exchange any item. Please contact us via email, or by phone at our Ipswich distribution centre and explain the nature of the problem. On receipt of the unwanted item, we will send a replacement out, subject to availability. If the item was incorrectly dispatched by us, we will cover all transit costs, this also applies to the replacement of faulty goods. If you were in error when ordering, we will send a replacement item at no charge, but you will be liable for the return postage and insurance (if applicable).
Cancellation Prior to Dispatch of Goods
We are happy to cancel your order immediately on the receipt of an email confirming your request. Subject to the goods not being dispatched, we will immediately refund your payment. Refunds can take up to 3 working days depending on card issuer to credit your account.
Cancellation after Dispatch of Goods
Your rights under the Consumer Contracts Regulations 2013. Your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive it. If you exercise your right to cancel, the goods must be immediately returned to us, unused, and at your own cost. Our 30 day return policy actually extends the statutory period.
Any Questions? - Either contact us via email firstname.lastname@example.org, or telephone us between 9 am - 5 pm Monday to Saturday on: 01638 263106.