Returns and Refunds

Damaged/Faulty Goods
Whilst every effort is made to ensure your order arrives in optimum condition accidents do happen and occasionally goods may be damaged in transit. In the unfortunate event that this happens to you, we would ask that you email us within 48 hours of receiving the goods with a photograph showing the damage to websales@maitlands.co.uk together with your full name, order number, and a brief description of the nature of the damage and quantity of items affected.  We will then contact you as soon as possible to let you know if we are able to issue a replacement and arrange uplift/return of the damaged/faulty goods.

Your right to cancel 
In compliance with the Consumer Contracts Regulations you have the right to cancel your order up to 14 days from the day you receive your goods.  If your order consists of multiple goods, the 14 days runs from when you get the last of the batch.  This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.

Exemptions
There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel. These include tailor-made, personalised or special order items which we will have commissioned a supplier to make specifically for you, for example, a fabric or leather sofa or chair.  For hygiene reasons, divan sets, pillows and mattresses cannot be returned or cancelled, unless in accordance with your legal rights e.g. if confirmed as defective by us. Once opened and used these items are excluded from a 14 day cooling off period.

Requirements
You must cancel your order in writing by either letter or email. We must receive this within the 14 day period.
If the goods are damaged or defective we must be notified within 48 hours of receipt of goods.
If the goods are being 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 on its return journey, unless assembled by our own delivery team.
The product will be inspected on return to ensure that the product has not been tampered with and is complete.
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.

Refunds
Where a refund is due,  we will refund any monies using the original method of payment.  We will process the refund due to you as soon as possible and, in any case within 14 days of the date we receive your cancellation instruction.

Stock Order Items
If, after having placed your stock order, you change your mind for whatever reason, you may cancel your order at any time prior to despatch. All you need to do is advise us by emailing us at websales@maitlands.co.uk
Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment.