Politique de remboursement

Returns and Refund Policy

Last updated: [PLACEHOLDER: date]

We want you to be happy with your Elm & Hold order. This policy explains your right to change your mind, how to return goods, and what happens if something is wrong. It applies to consumers buying from us in the United Kingdom. It does not affect your statutory rights.

1. Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days. The 14 days start on the day after you (or someone you nominate, other than the carrier) receive the goods.

  • If your order arrives in several deliveries, the 14 days start on the day after you receive the last item.
  • You do not need to give a reason.

2. How to cancel

Tell us clearly that you wish to cancel. The simplest way is to email [PLACEHOLDER: support email address] with your name, order number and the items you want to cancel. You may also use the model cancellation form below, but you do not have to. You can also write to us at [PLACEHOLDER: correspondence address]. To meet the deadline, you only need to send your cancellation before the 14 days end.

We will confirm receipt of your cancellation by email.

3. Sending goods back

Once you have told us you are cancelling, you must send the goods back to us without delay, and no later than 14 days after the day you told us.

  • Please contact us first so we can give you the return address. Do not send goods to the registered office unless we say so: [PLACEHOLDER: returns address].
  • Pack goods carefully in their original packaging if possible, with all parts and instructions.
  • Keep proof of postage until your refund has been received.

Who pays for return? [PLACEHOLDER: Choose one and delete the other. Option A: "You are responsible for the cost of returning the goods, unless they are faulty or not as described." Option B: "We provide a free returns label for UK returns." Note that if you do not offer free returns you must tell customers before they buy, and large items such as the stair handrail kit may be costly to return. Give an estimate here.]

You are responsible for taking reasonable care of the goods while they are with you and until we receive them. If you return goods that have been used more than was needed to inspect them, we may reduce your refund to reflect any loss in value.

4. Your refund

  • We will refund the price of the goods and the standard delivery charge you paid, as soon as possible and within 14 days of receiving the goods back, or of you providing evidence that you have sent them back, whichever is earlier. (If you chose a more expensive delivery option than our standard delivery, we cannot refund the extra cost.)
  • We will refund to the payment method you used for the order, unless you agree otherwise. There is no fee for this.

Where goods have not yet been delivered, we will refund you within 14 days of receiving your cancellation.

5. Goods that cannot be cancelled

The right to cancel does not apply to certain goods. For example:

  • Goods made to your specification or clearly personalised, which includes items we cut or make to your measurements. [PLACEHOLDER: Confirm whether the Oak Stair Handrail Kit will be sold in standard lengths (cancellable) or cut to order (not cancellable). If cut to order, say so clearly on the product page and at checkout.]
  • Sealed goods that are not suitable for return for health or hygiene reasons, if they have been unsealed after delivery. [PLACEHOLDER: Confirm whether this applies to any product, such as shower mats. Delete if not.]

6. Faulty, damaged or incorrect goods

If your goods arrive damaged, are faulty, or are not as described, you have legal rights under the Consumer Rights Act 2015. In summary:

  • Within 30 days of delivery you can generally reject faulty goods and ask for a full refund.
  • After that, and within 6 months, you can ask for a repair or replacement. If that does not fix it, you may be entitled to a refund or price reduction.
  • You may also have rights after 6 months, depending on the fault.

Please contact us as soon as you notice a problem, with your order number and photos if you can. If goods are faulty or not as described, we will pay for the return and will refund delivery costs where the law requires it. Please check your parcel on arrival and tell us promptly about any visible damage.

7. Exchanges

[PLACEHOLDER: Say whether you offer exchanges, for example for a different colour or size. If not, the simplest option is to cancel and place a new order.]

8. Sets

If you cancel part of a set, we may need to adjust the price of the items you keep, as set prices apply to the full set. [PLACEHOLDER: confirm approach, or require the full set to be returned.]

9. Fitted products

Items that have been fixed to a wall or staircase may have been damaged on removal; please take care when taking goods down. We cannot accept responsibility for the cost of removal or redecoration unless the goods were faulty.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: [PLACEHOLDER: Company name], [PLACEHOLDER: correspondence address], [PLACEHOLDER: support email address]

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ______________________

Ordered on / received on: ______________________

Name of consumer(s): ______________________

Address of consumer(s): ______________________

Signature of consumer(s) (only if this form is notified on paper): ______________________

Date: ______________________

Contact

Questions? Email [PLACEHOLDER: support email address] or phone [PLACEHOLDER: phone number].