1. Shipping.
a. Elm Tree Design will use a combination of Royal Mail, Parcel Force and couriers to deliver your items, depending on the size and weight of the parcel.
b. We do not ship to addresses outside the UK.
c. We aim to dispatch orders the next working day, however products that require personalisation and due to circumstances beyond our control this is not always possible. We will notify you by email of an approximate dispatch date soon after your order. Please do allow 5-7 days for your delivery from the dispatch date. If there is likely to be an excessive delay in dispatching your order we will inform you a soon as possible to give you the option of canceling your order.
d. If your order is urgent please telephone and you will be advised if we can meet your requirements.
2. Conditions of carriage
a. A full delivery address and precise postcode must be provided for all deliveries.
b. Where a signature is required on delivery, we strongly recommend that someone is available to receive the delivery at any time during the working day. If there’s any possibility that the delivery address won’t be continuously occupied, please say so when you place your order, and give instructions as to what you’d like done with your order.
c. You should examine all goods, whether dispatched by post, carrier or our own transport, at the time of delivery, and sign for any loss or damage. Please tell us immediately by telephone of any loss or damage, and check that we have noted your call.
d. If you don’t receive your order after seven days from your dispatch notification, please tell us immediately by telephone, and check that we’ve noted your call; otherwise we cannot accept any liability for loss of goods.
3. Cooling off period
a. Please note that ALL returns must be approved in advance (by phone or email), you will be given an RMA number which MUST be quoted on the shipment.
b. Under the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel the contract for the purchase of your order within seven days of delivery (starting the day after the receipt of the goods).
c. To cancel this contract, you must e-mail us at returns@elmtreedesign.co.uk within seven working days of delivery of your order, quoting your order reference number, giving the reason for the return as ´Product Cancellation´. Please also give us some information about why the product was unsuitable for your needs.
d. You should be aware that, once we begin the delivery process for your order, you will not be able to stop delivery of the order should you decide that you do not want to receive the items.
e. You are responsible for returning the items and we must receive them in a resaleable condition. The item must not have been used, must be complete with all components and the packaging must be not be damaged. Note that if these conditions are not met we may not accept returned goods.
f. We recommend Royal Mail Special Delivery for returning items but whichever method you choose, you should ensure you get proof of postage.
g. Provided that the goods in question are returned by you and received by Elm Tree Design in the condition they were in when delivered to you, we will refund the total amount of money paid by you for the goods, less any costs to collect and deliver the goods, within 30 days, starting with the day on which we receive a notice of cancellation from you.
h. The address for returned items will be given to you when you are told your RMA.
4. Returning damaged or incorrect items
a. Please note that ALL returns must be approved in advance (by phone or email), you will be given an RMA number which MUST be quoted on the shipment.
b. If you believe that your goods have developed a fault, you must return them to My Greener Home. You will be responsible for the cost of posting the goods. You must supply the Proof of your original purchase, a letter explaining what the fault is, your contact details and the original receipt for the cost of posting the goods back. If Elm Tree Design agrees that the product is faulty, you will be offered an exchange or a full refund. When Elm Tree Design accepts that the product is faulty, you will be refunded the postage cost incurred by you when sending the goods back, and in the case of an exchange, Elm Tree Design will redeliver the replacement at our own cost. If we refund you rather than provide a replacement or repair for faulty or defective products, or we are unable to replace any faulty or defective product, the products must be returned to us, at our cost, and shall become our property.
c. When damaged goods are returned, Elm Tree Design reserves the right in exceptional circumstances to refuse to reimburse in full. In the case of postal returns, the goods will remain with Elm Tree Design, until either you accept to pay for the item(s) to be returned to you, or accept a refund of less than 100% of the original purchase price. The percentage refund will be negotiated with reference to the degree of damage, but is unlikely to be greater than 75% of the purchase price.
d. Where Elm Tree Design disagrees with you that the product is faulty, it will let you know the decision in writing.
e. If you do not agree with the decision, you have the right to take your case to independent arbitration.
f. Elm Tree Design will meet the full cost of returning goods where the item(s) delivered to you are not as specified in the Product Description section on your Receipt PROVIDED THAT you notify Elm Tree Design of the problem within 10 working days of delivery of the goods. In the case of these incorrect orders, the products shall be returned to us and we shall redeliver the correct order at our own cost. NOTHING IN THIS CLAUSE AFFECTS YOUR STATUTORY RIGHTS.
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