Refunds and Returns Policy
Refunds
If you purchase an item and it does not fit in the property, the item can be refunded but we are not able to refund the delivery cost.
If the item is damaged in transit, the item can be fully refunded including the delivery cost.
If you purchase an item and change your mind prior to delivery, you are entitled to a full refund of the cost of the item and delivery charge.
If you change your mind once the item has been delivered, you can book in for a collection. We must be informed of your intention to return the item within 24 hours from the point of delivery. You will receive a credit note for the value of the item you are returning providing it is in the same condition. The cost of the delivery will not be refunded.
You are encouraged to come into store to view items you have seen online. However, if you are unable to come into store and pay for item(s) over the phone then decide you no longer want the item(s), you will receive a credit note for the value of the item.
Unfortunately, if you have placed a bespoke order for a new bed with us, the item cannot be returned as we are unable to return it to our supplier unless it is faulty.
All refunds must be processed in store and with the original receipt.
Credit notes
Credit notes must be used within 12 months from the point of issue
Donations
All goods will be checked for damage at point of donation. We will try to reduce the number of items we turn away however staff reserve the right to decline donations depending on stock levels, health and safety regulations, damage and condition of the item (s).
All items must meet our donation guidelines and there must be someone present to meet the van team with the item(s).
If you have booked in for a collection, the item must be on the ground floor and there must be someone 18 or over present to meet the drivers. We cannot collect items from an unattended safe space.
Deliveries
We only deliver to the ground floor. We are happy to put the item in your chosen ground floor location providing access has been cleared.
All goods should be checked for damage at the time of delivery, any damage should be drawn to our attention at the time of delivery otherwise no liability will be accepted. Drivers will ask you to sign to acknowledge successful delivery of items.
Our drivers are trained to deliver items to people’s homes and will take the utmost care not to damage any items or property. However we know accidents can happen, any issues need to be raised immediately to the drivers who will pass the issue on to the Operations Manager to deal with promptly.
We cannot deliver to anyone under the age of 18 and there must be an adult at the property to receive the goods, we cannot leave items in a safe space unattended.
If you miss a delivery, you will need to call the store within a week to reschedule the delivery. You will need to pay for the redelivery and we will try to fit you in as soon as possible. If we do not receive instructions for redelivery from you within that time, you will be issued with a credit note for the value of the item purchased, excluding the delivery charge.
Purchased items collected from store
All items must be collected within 7 days from the point of purchase. It is your responsibility to remember to collect the item.
If the item is not collected within 7 days and you haven’t been in contact, the item will be returned to the shop floor and you will be issued an in-store refund providing this is within a 3 month period.
If you decide to return the item you’ve collected, it must be returned in the same condition it was purchased within 24 hours of the point of purchase. You will be issued a credit note for the amount spent. Unfortunately, we are unable to collect the item from you.
You will be asked for a copy of the purchase receipt when you return to store to collect the item, if someone is coming to collect it on your behalf, please ensure they have a copy of this with them.
Use of couriers
We are happy for you to use an external courier to collect your items, however you will need to let the store know the name of the courier, when they are coming and what items they are collecting. It is your responsibility to make sure the couriers know exactly what to collect, unfortunately we can’t take responsibility for any forgotten items.
Unfortunately, we cannot accept any responsibility for items or property damaged in transit.
Guarantees
All reused electrical appliances have a 3-month guarantee. If you experience any problems, please let us know as soon as possible and we will issue a full refund. If you try to rectify the problem yourself, unfortunately the guarantee will no longer be valid.Our guarantee does not cover:
Normal wear and tear
Damage caused by inappropriate use
Damage resulting from transport (except where this was arranged by CFS)
Business use
Consumable components e.g. hoses, rubber washer etc.
Insurance losses e.g. loss of food due to freezer breakdown
Routine maintenance
Costs other than those authorised by CFS
All new electrical appliances have manufacturer’s warranties, the terms of which will be provided to you. You are advised to register the item with the manufacturer to ensure the guarantee is activated. Any issues need to be reported directly to the manufacturer.
In accordance with the Consumer Rights Act 2015, customers have a legal right to a full refund if an item is found to be faulty within 30 days of purchase. All items sold must be of satisfactory quality, fit for purpose, and as described.