RETURNS AND DAMAGE

Return Policy

Under the Consumer Rights Act of 2015, you are entitled to cancel your contract, but only if you exercise this right no longer than 14 days after the day on which goods are received. This is the statutory cooling off period. After this period has expired there is no right to cancel. Item(s) cannot be returned or cancelled after the 14-day cooling off period unless the item is confirmed as being defective.

 

The 14 days cooling offer period is an opportunity to help you to inspect the goods and to verify your choice without the benefit of seeing the furniture prior to purchase. As such it is not a period where you can or should make normal use of the furniture, the furniture must be ‘as new’ condition.

In order to exercise the right to cancel, you must inform us in writing via email or post including your order number as part of your correspondence.

Picture Perfect Home Ltd, Unit A1, Rosehill Industrial Estate, Tern Hill, Market Drayton. TF9 2JU/ [email protected]. We will email you to confirm we have received your cancellation. Your Cancellation is effective from the date you send us the email or post the letter to us.

 

If you decide to cancel after receipt of the item(s), it is your responsibility to return the goods to us at your own cost and in new condition. You are the owner of the furniture once it has been delivered to you. Failure to take reasonable care of the Goods may result in a claim against you. To minimise this risk, please ensure that you pack the Goods appropriately when you return them to us to prevent any damage during transportation. Alternatively, we do offer a collection service if you are unable to return your items. We charge a collection fee on a case by case quote based on product type, number of goods and location of collection – this will be 25% for each item returned to cover the cost of collecting the Goods, repackaging and re-stocking.

 

This must be done within 14 days of notification of your decision to cancel the contract.

 

If you cancel the Contract we will:

 

Refund the price you paid for the Goods. Note that we are permitted by law to not refund an order if it has been returned to us in a damaged or used state. We will contact you with images and evidence that the item has been returned back to us in a condition that is not suitable for us to resell this product. We hold the product for a maximum of 2 weeks from when we contact you to advise of the damage if you want to collect your item. After this time the item will be disposed of.

Make any refund in the same form of payment you originally used for the purchase of the Goods and within 3 days of receipt of return. Refunds will be made to a credit or debit card, PayPal, Amazon Pay or Finance and may take up to 7 (seven) working days depending on your bank. For further clarification on timings, please contact your card issuer.

 

Returning an Item or Order

If you wish to return an item or order back to us, then it is your own responsibility to organise and pay for the return. Please contact us via our [email protected] email address to advise us that you are making a return. We will then advise the best possible method of returning your order.

You will need to ensure the item is returned to us in its original packaging. Please ensure any extra protection that was added to the box is still attached, as if the item is returned to us damaged or in a used state then we cannot authorise a refund. Once it has been returned to us, please allow around 3-5 working days for us to check the item over.

Our returns address is:

Unit A1, Rosehill Industrial Estate, Tern Hill, Market Drayton TF9 2JU, United Kingdom

Please ensure you place a copy of your invoice, or a piece of paper with your order number/details on. This way we can ensure who has returned the item.

What if My Order Arrives Damaged?

If your order arrives damaged or defective, we can offer a replacement unit or parts at no cost. Simply report a damaged item including pictures to [email protected] within 48 hours of receipt, retaining all packaging until you receive a response from our help team.

Please try to include any up-close pictures of the damage, and a picture further away of the whole product. This way we can identify where the damage relates to on the product. We may ask you for some images of the packaging if we are replacing a part, to ensure we can send a part from a matching product batch.

IMPORTANT: If your package seems severely damaged on delivery please make sure you note this with the driver before you accept the item and be sure to check the contents within 48 hours.

It is not always economically viable to collect your damaged item. In the event of this we will either replace the item or refund the damaged item in full, and request you responsibly dispose of the item or donate to charity.