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Returns and Cancellations Policy

Returns Policy 

 

Creation Office Return Policy 

Faulty or defective goods will be accepted back for credit only with the express permission of Creation Office. 

Goods must be returned in their original packaging, unused, unassembled and in a re-saleable condition. 

Bespoke | Made-to-Order item Returns 

1.1 Made-to-order items cannot be accepted back in to stock.  

If you need to cancel your made-to-order items for any reason, this can only be accommodated within 24 hours of placing the order. If a cancellation is possible after 24 hours, Creation Office will charge a cancellation fee as it is unlikely that we could re-sell made-to-order items to another customer. Please contact Creation Office for details.  

 

1.2 Made-to-order items cannot be cancelled after despatch from the warehouse.  

Refused deliveries of made-to-order items are not eligible for credit. Our usual refund policy does not apply to made-to-order items, which cannot be returned or exchanged unless faulty.  

The above conditions do not affect your statutory rights when goods are faulty, or not as described. Goods must be returned in their original packaging, unused, unassembled and in a re-saleable condition. Credit shall not be given for goods received damaged.  

The buyer shall unless otherwise stated be responsible for the cost of the return carriage of all goods returned which shall be at the risk of the buyer until actual receipt of the goods to Creation Office. Proof of return delivery will remain with the buyer.  

 

Any refund or credit will be processed within 10 working days of receiving the goods. For the purposes of these terms, a credit means a credit note. To arrange a return please contact us.

 

2.2 Where you do not have a right to return?

 

There are certain instances where returns cannot be accepted and these are: 

 

• Made-to-Order products – these are products from our range that are specifically Made-to-Order and cannot be returned. These products are highlighted as Made-to-Order on product pages online, in the catalogue and at the time of order. Refused deliveries of Made-to-Order products are not eligible for a credit. 

 

• Personalised products that are tailored to your requirements e.g. a different colour that is not standard or a bespoke size/configuration. 

 

2.3 Collecting & Processing a Return 

 

Creation Office will arrange collection of the goods with one of our couriers and it is the buyer's responsibility to be present at the time of collection. Should a collection be missed, Creation Office reserves the right to the charge for arranging another collection. Upon receipt of the returned goods, Creation Office will then process the return. Creation Office will apply a combined restocking and collection fee of 30% of the value of the goods. If there is damage to products and/or clear evidence of use, then Creation Office reserves the right to make a further deduction to the final returned amount. 

 

2.4 Return Exchanges 

 

In the event of a customer has made an error with their order and require an exchange, Creation Office reserves the right to apply charges for collection, re-delivery and processing the return. Creation Office will require original goods to be returned before replacements are sent out. 

 

We reserve the right to charge for incomplete returns, orders placed in error or not wanted. 

 

Returns Policy for Consumers 

In line with the law, a consumer is defined as “an individual acting for purposes that are wholly or mainly outside the individual’s trade, business, craft or profession.” 

 

3.1 Notifying Creation Office about a Return 

 

As a consumer, you have 14 days after receiving your order in full to notify us in a written format that you wish to send them back to us for a full refund. In addition, Goods can be returned, for a credit note or an exchange after the 14 days period, up to 30 days. Goods must be returned, unused, unassembled and in a resalable condition. Creation Office reserves the right to make a deduction for any missing parts, signs of assembly or damage to the product. 

Your statutory rights remain unaffected by this policy. 

To arrange a return please contact us via phone or email us at: sales@creationofficefurniture.co.uk

3.2 Returning Goods to Creation Office 

 

Customers have the option to return goods themselves at their own expense and risk. Please contact us to obtain a returns number and an address of where the goods need to be sent to. Alternatively, Creation Office can arrange collection of the items to be returned but will apply a charge for doing this. This charge will be taken off the final refund figure.

It is the buyer’s responsibility to be present at the time of collection and Creation Office reserves the right to charge more for collection, should pre-arranged collections be missed. Delivery charges that were paid by the customer on the original order will only be refunded if the customer returns the goods themselves. If there is a problem with your goods such as a fault, the goods being mis-described, or not fit for purpose, then Creation Office will meet the costs of return. 

 

Creation Office also asks customers to take photographs of returned parcels and pallets before they are collected to prove the condition of goods before they were handed to the courier. 

 

3.3 Where you do not have a right to return?

 

There are certain instances where returns cannot be accepted and these are:

 

• Made-to-Order products – these are products from our range that are specifically Made-to-Order and cannot be returned. These products are highlighted as Made-to-Order on product pages online, in the catalogue and at the time of order. Refused deliveries of Made-to-Order products are not eligible for a credit. 

 

• Personalised products that are tailored to your requirements e.g. a different colour that is not standard or a bespoke size/configuration. 

 

The above conditions do not affect your statutory rights when goods are faulty, damaged or not as described. 

 

3.4 Processing the Return 

 

Upon receipt of the returned goods, Creation Office will then process the return. If there is damage to products and/or clear evidence of use then Creation Office reserves the right to make a further deduction to the final returned amount. 

 

3.5 Return Exchanges 

 

In the event of a customer has made an error with their order and require an exchange, Creation Office reserves the right to apply charges for collection and re-delivery. Creation Office will require original goods to be returned before replacements are sent out. 

 

We reserve the right to charge for incomplete returns, orders placed in error or not wanted. 

 

Refunds 

Refunds are processed within 10 working days of receiving goods. 

 

 

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