Returns & Exchanges

As a consumer, your right to cancel is laid out in the Distance Selling Regulations.

If you do not receive your order or there is a discrepancy, you have to inform us within 7 working days starting from the day you placed the order.

If you have changed your mind, have ordered incorrectly, or no longer require the goods for any other reason, you have to inform us within 7 working days starting from the day you received the goods.

Before returning any goods, you must contact us in writing, by letter or e-mail, stating which goods are to be returned.

You must pay for the cost of returning the goods to us. After notifying us, you may use Royal Mail or another carrier to return the items to us. You also have the option to bring them to our showroom at the address below.

Whenever possible, goods should be packed in the original packaging. If the original packaging is no longer available a suitable alternative should be used. You must take reasonable care to ensure that the goods are not damaged during return transit. In extreme cases, damage caused by insufficient packaging will be considered as a breach of contract and a claim made against you.

If you are unable to arrange to return the goods yourself, we can arrange a collection from your address. The cost of the collection will be quoted to you and that amount will be deducted from the refund.

If you ask us to arrange the collection of the goods, you may specify any working day when the goods will be suitably packed and ready for collection. We can collect on any specified date but cannot give a time. Our carriers operate between 8am and 6pm.

When Charnwood arrange the collection of the goods please ensure somebody is available at the collection address on the appointed day. Our carriers make a charge for a collection which fails, which you will be liable for.

Refunds for unwanted goods will be promptly issued after the goods are checked in by our warehouse, and in any case not more than 30 days after you received the goods. The refund will be made using the same method you used to purchase the goods.

If you want to know more about your rights under the Distance Selling Regulations you can download the full regulations here. Trading standards have also prepared a buyers guide which explains your rights in plain English - DSR Customers Guide


Returns Policy After The 7 Day Deadline

Once the 7 working day time limit has passed, please contact us to discuss the available options.

We may still be able to help, however any refund may also be subject to our standard restocking fee of 20% of the value of the goods.


Returning Faulty Goods

For information regarding the return of Faulty goods, please visit our Product Warranty page.