Changing your mind: consumers
If you are buying as a consumer, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive the goods to tell us you want to cancel, and a further 14 days to send them back.
Goods must be returned unused, in a resaleable condition and in their original packaging. You are responsible for the cost of returning them unless the goods are faulty or not as described. You may handle goods as you would in a shop, but if their value is reduced by handling beyond that we may deduct that reduction from your refund.
Refunds are issued to the original payment method within 14 days of us receiving the goods back, or of you giving us evidence you have sent them, whichever is sooner. We refund the standard delivery charge you paid, but not any premium delivery upgrade you chose.
Changing your mind: business customers
The statutory cancellation right does not apply to business purchases. We will still consider returns of unused, resaleable, non-bespoke stock items where you tell us in writing within 14 days of delivery.
Returns must be authorised by us before you send anything back. Goods must be unused, in a resaleable condition and in their original packaging. Return carriage is at your cost and at your risk until we receive the goods, or we can arrange collection and charge it to you.
Authorised business returns are subject to a handling fee of up to 25% of the value of the goods, deducted from your refund. Any damage to the goods or their packaging may reduce the refund further.
Refunds are issued to the original payment method within 14 days of the returned goods being received and checked.
Bespoke and made-to-order items
Items made to your specification, including chairs and desking produced in a fabric or finish you have chosen, cannot be cancelled once production has started. Business orders cancelled before production starts are subject to a 25% cancellation fee. This does not affect your rights if the goods turn out to be faulty or not as described.
Damaged or faulty goods
Please check your delivery when it arrives. Tell us about visible transit damage, shortages or incorrect items within 7 days of delivery, ideally with a photograph, so we can raise it with the carrier.
If goods are faulty, you have the remedies given to you by the Consumer Rights Act 2015. In short: reject them within 30 days of delivery for a full refund, or ask for a repair or replacement after that. Where a repair or replacement fails or is not possible, you can claim a price reduction or reject the goods.
We pay return carriage on faulty goods.
How to start a return
Email sales@theofficemasters.co.uk with your order number and what you would like to do, or call 01473 464644. We will confirm the return address and the next steps. Please do not send anything back before we have confirmed the return, as we cannot always accept unannounced deliveries.
Cancelling before dispatch
If your order has not yet been dispatched, contact us and we will cancel it and refund you in full. Bespoke items already in production are the exception.
