A 25% minimum non-refundable deposit is required before any order can be placed with our supplier. If you are using any of our credit facilities the paperwork must also be completed at the time of order. Any balance becomes due as soon as we contact you to advise that the goods have been received into our Warehouse. We can only deliver to the stated delivery address.
It is the customer’s responsibility to ensure that there is adequate access for delivery especially of bulky items. If you are in any doubt about this, we can arrange inspection and assessment at a charge of £50. Maitland’s cannot be held responsible for damage caused by transporting bulky items above ground level.
If you are concerned that your furniture may not be the right size for your room, we recommend laying down newspaper on the floor to show the footprint of the furniture, this will give you a better visualisation for the remaining space around it.
If your item/s are purchased from stock and you find that they are not suitable, we can often accept a return request for these items. In this event, an ‘uplift charge’ would apply.
We are unable to accept return requests for ‘Special Order’ or ‘Made-to-order’ goods.
Please note that clearance items are excluded, and, for hygiene reasons, we are unable to accept returns of Pillows, mattresses or beds unless found faulty.
Any goods which are ‘Special Ordered’, or ‘Made-to-Order’, and are in-progress with our supplier/s cannot be cancelled. We will only consider cancellations/changes to your order if we receive your written request to do so before the goods have commenced production or transportation by the manufacturer. We cannot accept cancellations after this stage.
Due to the nature of these products, and them being cut from their original size to fit your property, we are unable to accept any returns.
If you have a spare pack of LVT that is not ‘Specially Ordered’, ‘Made-to-Order’, or purchased as ‘Clearance’, then we are normally able to accept a return within 3 days of delivery.
Should the fitted goods be found faulty then we will endeavour to establish a suitable resolution by way of repair, replacement or reselection.
Any goods which are ‘Special Ordered’, or ‘Made-to-Order’, and are in-progress with our supplier are unable to be cancelled. We will only consider cancellations/changes to your order if we receive your written request to do so before the goods have commenced production or transportation by the manufacturer. We cannot accept cancellations after this stage.
If you wish to return or exchange your items, you may do so on the condition that the goods are in original condition with packaging undamaged.
All returns must be accompanied with the original receipt and within 28 days of purchase.
Due to hygiene reasons, we are unable to accept returns of pillows, duvets, mattress protectors, and pillow protectors regardless of date of purchase, or whether they have been unopened.
Any goods which are ‘Specially Ordered’ or ‘Made-to-Order’ and are in-progress with our supplier/s are unable to be cancelled. We will only consider cancellations/changes to your order if we receive your written request to do so before the goods have commenced production or transportation by the manufacturer. We cannot accept cancellations after this stage.
You can return your online order of products within 14 days of delivery (exclusions apply for made-to-order products).
Please find specific information for both faulty and non-faulty returns below.
For details on returning made-to-order / special order please see below.
If your item has arrived damaged or faulty, please email info@maitlands.co.uk within 14 days of delivery to explain the issue.
In your email please include: Your name, address inc post code; Your order number; An explanation of the damage; Photos; Your telephone number.
A member of our Sales team will then be in touch to arrange the return and/or replacement of your item.
We will refund you the full price of the faulty item and your delivery, and you will not have to pay for the return of this item. Your refund will take place no longer than 14 days of the goods having been returned and inspected by our customer care team.
Please note that for hygiene reasons, we cannot accept the return of certain items which have been opened (e.g. mattresses, bed linen, pillows, rugs).
We provide specification sheets for all of our furniture items, and we offer tape measures to get all the sizes you may need. So, you can go home with your desired new furniture measurements and survey your space to make sure you are purchasing the right size! Suitable access for the goods is the responsibility of the customer so it may also help to bring your sizes in to store, or to measure your existing furniture to compare. If you are concerned about access, please mention this to one of our sales advisors who may be able to show alternative products that can be dismantled for peace of mind.
Due to hygiene reasons we are unable to accept returns for the following items, regardless of date of purchase, or whether they are unopened: pillows, duvets, mattresses, mattress protectors, and pillow protectors.
We carry out pre-delivery quality checks on most products to ensure your order is as you would expect. However, if you are concerned that you have received a faulty, flawed or damaged item/s, please let our Customer Service Team know at point of delivery.
We want you to enjoy any product purchased from us. Please take time to read the care pack that accompanies this order or is delivered with the goods as it contains vital information to ensure that you get the best from your purchase. We are always happy to answer any specific questions you may have about care and maintenance.
