We understand how inconvenient it can be to buy a product and find you are not 100% satisfied with it, or to just change your mind. We’ve designed our returns policy to make it easy for you. While we are confident you will be happy with your purchase, you must know how we handle returns.
Returns & Refunds
If there is no fault or damage with the product, but you aren’t happy with it, your return will come under the following options:
Up to 14 Days
Under your statutory rights, online and telephone customers are entitled to a 14-day return period if the goods are not faulty. This is your right to cancel your order.
The product must be safely returned in its undamaged and complete in its original packaging. You will then receive a full refund (within 5 days from the goods being received by us). It is your responsibility to return the item to us in acceptable condition. We recommend that the item is insured against any loss or damage by the courier that you use to return the item.
You have another 14 days to return the goods once you’ve informed us.
We will refund you within 14 days of receiving the goods back, not from the date the goods were collected from you.
Faulty Product
We source our products directly to ensure rigorous quality control. However, if you have found fault with the product, you have a legal right to either a refund, repair, or replacement. Here is what this looks like:
If you have confirmed the fault within 30 days of delivery or purchase from one of our stores, just let us know, and you’ll be able to return it for a full refund, repair, or replacement. We will collect the item for you, so you do not need to worry about any costs.
If the fault has been found after 30 days, we can arrange a repair of the unit with an authorised repair agent under the manufacturer’s warranty. Sometimes we may put you in touch with or refer you directly to the manufacturer as often faults can be corrected by going through troubleshooting procedures.
If you have found the fault outside of the manufacturer’s warranty period and can prove this fault was there upon delivery/purchase, ie. an inherent fault, which is verified by a manufacturer authorised service engineer, we will present this to the manufacturer on your behalf. It would be at the manufacturer’s discretion if a free repair or contribution towards a repair is provided outside of the manufacturer’s warranty period.
Sometimes we may put you in touch or refer you to the manufacturers where the manufacturer warranty will best cover the fault.
Damaged Product
If the product is damaged or defective upon delivery, we must be notified within 3 working days, as we have a limited time to make any claims against the courier. That’s why we strongly recommend unboxing and inspecting the product for any damage or defects as soon as it is received.
If the goods arrive in a damaged condition, you can refuse the delivery. You need to contact our store via email sales@shopshelf.co.uk at the delivery time and advise that you have rejected the delivery. If you accept the delivery, you must describe the damage on the delivery note quoting the note number.
We recommend to take clear pictures of the damage and the manufacturers packaging which can be sent to us by email.
We will collect the damaged item, verify the condition, and provide you with a brand-new replacement, or a full refund.
Return Address
Please send your items by post to this address Unit 3, Atlantic Business Centre, Stirling Way, Borehamwood, WD6 2FQ.
