Refund policy
Returns & Exchanges:
You can return your order up to 14 calendar days after the day on which you receive your goods (except for any made to order items or ‘specials’ are non-refundable). To obtain a refund, you must inform us in writing giving your name, address, telephone number, email address and details of your order. You can notify us in writing at the following email: customerservice@cotswoldteak.com. As orders are processed with our warehouse immediately, in the case of a refund, you will be refunded for the cost of the item(s) but please note, you must bear the cost of delivery and collection if the item has already been dispatched from our warehouse.
You cannot cancel your order if the goods are bespoke (i.e. made to order) or personalised in any way.
You cannot cancel your order if the goods have become inseparably mixed with other items after delivery. For instance, if you treat the goods with Teak Oil or a Teak Care product the timber and the Teak Care product will have become inseparably mixed. You will be deemed to have accepted the goods and you will not be able to cancel the order.
You must bear the cost of returning the goods via a courier or we can arrange to collect larger goods at the rates specified below.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. You are permitted to inspect the goods but are not allowed to use them. You must return the goods in the original packaging they were delivered in.
There may be a deduction if the goods are not returned in the same condition that they were in when they were delivered. To mitigate this we suggest, for pre-assembled items, you store them in a garage or cover them until they are collected.
We will make the reimbursement not later than 14 calendar days after the day we receive back from you any goods supplied or (if earlier) 14 days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same means of payment as you used for the initial transaction. We will withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest.
Restocking Charges & Cost Of Returns:
You will have to bear the cost of returning the goods. You should return smaller items, value up to approximately £100, via Royal Mail or courier and this will cost £10 - £20 to return. Please make sure you insure the goods and retain proof of despatch which might be required by us to process a refund. A restocking charge applies for orders that are returned to us by your own transport. For larger items, in mainland England and Wales, we can arrange to collect the items from the delivery address. The costs will be:
• £45 For order values £50 - £199.99
• £90 For order values £200 - £399.99
• £200 For order values Over £400.00
There will be a surcharge for collection from Scotland of £100 depending on the location of the delivery address. If delivery was to an agent/freight forwarder collection will only be from the point of delivery not the onward customer address. For items that have been taken offshore, they must be returned to the original mainland delivery address and this cost will be borne by the buyer. We will endeavour to collect the goods within 14 days of receipt of your notice to cancel the order. We will notify you of the collection date and you should ensure the items are available for collection on that date. Failure to have the goods available as arranged will delay any refund.
Cancelation by Us:
We reserve the right not to process your order if:
• We have insufficient stock to deliver the goods you have ordered
• We do not deliver to your area one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
Outdoor Heating - Gas Patio Heaters:
Our Gas Patio Heaters will be delivered on our roadside pallet service. Please make sure someone will be in on the arranged day for delivery to accept the order. The pallet company will only take the pallet off the lorry and make a roadside delivery. They will not and are not insured to take it any further. This is a free delivery service, if you do want to arrange a home delivery service on this item please email us directly to confirm your requirements and delivery address.
BBQ'S:
Our BBQs; Masonry and Steel are not part of our 2-man delivery service and will be delivered on a roadside pallet service. Please make sure someone will be in on the arranged day for delivery to accept the order. The pallet company will only take the pallet off the lorry and make a roadside delivery. They will not and are not insured to take it any further. This is a free delivery service, if you do want to arrange a home delivery service on this item, please email us directly to confirm your requirements and delivery address.
Camp Stoves:
Our Camp stoves can easily be shipped via DPD as it is packaged well in a box. It is not part of our free 2-man delivery service and will be shipped on a normal DPD next day service free of charge.
Damages:
It is the customer's responsibility to inspect their order at the time of delivery. Any damages must be reported to us immediately and photographs will be required. The inspection must take place on receipt of the order from the delivery company. Failure to contact us straight away may void your return. All returns are authorised at the "Company's" discretion. You can either email us or phone us to report damages: customerservice@cotswoldteak.com.
We will inspect the damage & either get it repaired or, replaced. Damages will be assessed on a case-by-case basis.