Returns & Customer service
WHAT IF I WISH TO CANCEL MY ORDER BEFORE DELIVERY?
IN STOCK ORDERS:
If, after having placed your order for goods that are in stock, you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery. All you need to do is advise us by emailing us at: firstname.lastname@example.org
Cancellations for any items that are ordered upon your request are at the discretion of Hopewells Limited and may incur any reasonable costs borne by the company. Any changes to specification of original orders must be notified in writing and are not guaranteed.
WHAT IF I WISH TO RETURN MY ORDER?
Under the Distance Selling Regulations, if you buy items from stock online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days after the day of receipt. This includes any delivery charge. If you require us to collect the goods we reserve the right to make a charge to cover collection costs.
Goods must arrive into our possession in a saleable condition, be unused and where possible be in the original packaging.
For small items (delivered by mail/courier), you (the customer) are responsible for the cost and safe return to Hopewells Limited. Where large products are returned unwanted and you require us to collect (if bought from stock and returned within 14 days as per the Distance Selling Regulations), we reserve the right to make a charge to cover the collection cost.
WHAT IF THE GOODS ARE FAULTY?
In the unlikely event that your goods are faulty, please contact our sales team on 0115 9536000.
THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS.
Complaints & Customer Service
If you are not entirely satisfied with your purchase, please contact our sales team on 0115 9536000 (Monday to Friday: 9am - 5pm). Or by email: email@example.com
We will try to resolve any issues that you have as quickly as possible and if necessary we will explain how to follow our complaints procedure.
We aim to respond to any service request within 48hrs. An independent inspection by a qualified technician may be required. This may be chargeable where goods are more than 6 months old.
In the unlikely event we are unable to reach a resolution that is acceptable to you; we are happy to follow the recommendations of the Furniture Ombudsman.
The Furniture Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services.
To find out more about The Furniture Ombudsman and how to use their service, visit www.thefurnitureombudsman.org or telephone 0845 653 2064.