Returns

There are a multitude of reasons why you may wish to return or cancel your order, and we have a flexible returns policy to help make things more convenient. If you have any questions do not hesitate to contact us.

ORDER CANCELLATIONS

You are free to cancel your order at any time and for any reason before it is dispatched as long as we have not started manufacture or it comes under our “bespoke” order terms.. As many of our items are manufactured to order we therefore take either a deposit or payment in full so a refund may be necessary when an order is cancelled. To cancel your order we need explicit instructions from the person who placed the order either by Email or by phone. An order may not be cancelled after it has been manufactured, dispatched or while it is in transit, but must be treated as a return. In this eventuality a refund will be provided when the goods are returned to us.

ORDER RETURNS

For any return type, a proof of postage must be provided to the sales and returns team. 

treated in a slightly different manner:

• Unwanted or otherwise unsuitable goods

• Damaged or defective goods

• Broken goods under warranty

• Incorrect goods dispatched

Unwanted or unsuitable goods:

You are free to return unwanted goods in new & unused condition for 30 days after delivery. You will be entitled to your choice of an exchange or a full refund to the original payment card. The customer must meet the cost of returns postage for unwanted goods. We cannot accept responsibility for goods in returns transit, and so we recommend that you use registered post or an otherwise insured method.

Damaged or defective goods:

You are free to return defective goods in new & unused condition for 30 days after delivery but we must be notified of any fault in product within 14 days. You will be entitled to your choice of an exchange or a full refund to the original payment card. Exmoor Trim Ltd will meet the cost of returns postage for defective goods. We can arrange for a courier pickup of the goods or we can refund your postage expenses (within reasonable limits) upon return delivery. Please note that the warranty given by Exmoor Trim Ltd and the manufacturers of some of our products will only cover parts. Labour charges and other costs are not covered.

Broken goods under warranty:

You are free to return broken goods under a warranty claim for the full warranty period after delivery. Your goods may be repaired or replaced, or you may be offered a refund depending on the decision of the manufacturer. We will send the goods to the manufacturer for assessment but the final decision lies with the manufacturer and you may have to wait for their tests to be completed. The customer must meet the cost of returns postage for warranty claims. We cannot accept responsibility for goods in returns transit, and so we recommend that you use registered post or an otherwise insured method. Please note that the warranty given by Exmoor Trim Ltd and the manufacturers of some of our products will only cover parts. Labour charges and other costs are not covered.

Incorrect goods despatched:

Occasionally the wrong item is sent to a customer. You are free to return these goods in new & unused condition for 14 days after delivery. You will be entitled to your choice of an exchange for the correct item or a full refund. If you have been mischarged, we will correct the discrepancy. Exmoor Trim Ltd will meet the cost of returns postage for defective goods. We can arrange for a courier pickup of the goods or we can refund your postage expenses (within reasonable limits) upon return delivery.

Bespoke Orders

Please refer to our section under Bespoke orders as the terms for these products and clarification of the term “Bespoke” are treated differently as you entered into a specific agreement for these items at the point of firm order.

IMPORTANT

Exchanges will only be made where the same item is available in stock at the same price as the original. Items bought at special offer prices cannot be subsequently exchanged for identical items on sale at higher prices. If an item is not available a full refund may be the only option. All goods must be returned in new & unused condition in original packaging unless a warranty claim is being made. We reserve the right to refuse returned goods if necessary. Reasons may include: Where a full refund is the suitable course of action we have a statutory obligation to refund payment to the card used to pay originally within 30 days of the return of the goods. However we do not believe it is right to hold your money for longer than necessary and so a refund will be provided as soon as possible.

IMPORTANT

Refunds are processed by credit & debit card companies less quickly than sales. A refund may take up to 10 days to appear on your statement after it has been authorised.

EXCHANGES PROCEDURES

If you are returning goods for an exchange we would normally have to wait for the goods to arrive with us and inspect them before we can send out the replacement. However we recognise that sometimes an exchange must be made quickly so we will send out a replacement immediately. We must take payment for the replacement but as soon as the return arrives we will give you a refund on that cost unless the following applies:

• Goods have been used

• Goods are soiled

• Goods have an odour i.e. smoke

• Goods are damaged as a result of misuse or ill-treatment