Unwanted Goods Purchased Online
You can return your item to us at any time up to 14 days after delivery.
We have a specially designed form that you can submit through our website to make this easy for you which can be accessed below. Once submitted and accepted we know to expect it. You should include your details and details of the order in your parcel when your return it. This will enable us to trace it to your order when received. Dealing with your return this way will ensure that we can process it quickly. Alternatively you may contact us by telephone on 01909 561000.
You are entitled to make a reasonable inspection of the goods as you would if you were looking at them in our showroom but you must take reasonable care of them and return them as new with the original packaging to us at your own expense. If you fail to do so and it results in damage or deterioration we will charge you for the reduction in value.
The goods are your responsibility until they are returned to us. Please ensure you package them well to avoid any transit damage.
Once goods are returned to us in a satisfactory condition we will refund all monies paid to us by you including any postage costs you paid to have the item delivered to you.
Faulty Goods and Warranty
Due to the nature of our products sometimes customers believe there to be a fault when in fact there is not and the problem can quite often be sorted out easily with a bit of helpful advice. If therefore you believe there to be a fault with your goods it is important that you notify us by phone or email with details of the problem so we can advise you on what to do. You may also find some helpful information in your manual.
If after speaking with us it is determined that your goods may be faulty and need to be returned to us for inspection we will ask you to complete our returns form below. Once the form is submitted to our website and accepted you will be given instructions to return the item to us. Please ensure you include your details and details of the order in your parcel in order that we can trace it to you when received and deal with your request promptly.
You will need to return the goods at your own cost. Please ensure that they are well packaged and the returns documentation is included with it. If a parcel is sent without the returns documentation or other identifying information we are unable to trace the order to you and unable to deal with your request. Any parcel sent to us without any identifying information will be rejected.
All goods will be inspected upon receipt and if found to be faulty will be repaired and/or replaced and returned to you. In these circumstances we will also reimburse any reasonably incurred postage costs but you are under a duty to keep these to a minimum.
Please see our Returning Goods Shipping Method section below for details on which service to use.
Goods returned to us as faulty but on inspection are found to have no fault will incur an inspection service fee of £15 which includes the shipping costs involved in returning the goods to you. If you can collect the item then credit will be given for the shipping cost that would normally be involved.
A lot of the goods we sell also come with a manufacturer’s warranty against manufacturing fault. This is in addition to your statutory rights and will be subject to the terms of the individual warranty for your particular product. Claims made under the manufacturer’s warranty should be dealt with in the same way as faulty goods above. You should first of all notify us. If after discussing the issue with you it is felt that the problem could be a warranty claim we will advise you to return it to us for inspection.
Items Exempt From Returns Policy
Some items are exempt from our returns policy. This includes but is not limited to:
Items which have been personalised or modified for example assembled, painted or bodyshells have been trimmed.
Sale, clearance, pre-owned and now discontinued items.
Software which has been unsealed.
Returning Goods Shipping Method
The cost of returning some of our products to us can be expensive. You are free to use whatever shipping service you prefer but in the event we are obliged to refund any such costs we will only reimburse reasonable costs that should of been incurred so you must ensure that you do not incur any unreasonable expense. Below are our recommended services to use when returning goods to us.
For small items that can fit in a jiffy bag then Royal Mail First Class Post is still the most economical service to use.
For larger items and models then Myhermes standard service is very reasonably priced.
You are responsible for the goods until they are received by us so please ensure they are packaged well.
You should ensure you keep proof of postage.
We are not responsible for goods undelivered you must take this up with the service provider you use.