Delivery & Returns
In compliance with the Consumer Contracts Regulations you have a cancellation period where you may withdraw your order and therefore your agreement with us. The cancellation period is any time up to fourteen working days after the day we have delivered the product to you. You must cancel your order in writing via a letter or email. We must receive this communication within the 14 day period. The goods must be returned within 14 days of cancellation.
If the goods are returned for any other reasons than being defective then you will be required to arrange and pay for the cost of returning the goods to us. Alternatively we will collect the goods and charge you the direct cost of collection.
The product must be in its delivered form and must not have been tampered with in any way, you are advised to where ever possible use the original packaging to protect the product.
The product will be inspected on return to ensure that the product has not been tampered with and is complete, including the instructions and any fittings. Please be advised that you do have a duty of care for the products during the period of cancellation of your order and the collection of the goods.
We will usually process the refund due to you as soon as possible and, in any case within 14 days of the goods being returned.
Bespoke Items or Customised Special Orders
Any products that are bespoke or customised are not subject to the cooling off period as we will have commissioned a supplier to make them specifically for you. This will include special order upholstery where a specific fabric and sofa style has been special ordered from a supplier to your specific order requirements.
Please note that a refund will only take place after the goods have been returned and inspected by one of our representatives and deemed to be in a condition suitable for return. The customer accepts reasonable collection charges to return the goods. PATTENS furniture are not responsible for the loss of items in transit and strongly recommends that you use returns by signature.
Should an item be delivered and is faulty we will request that this is reported within 24 hours and that photographic evidence is sent to firstname.lastname@example.org within 24 hours of delivery. This will enable our team to rectify any issues quickly.