If you change your mind or are unhappy with your product, we offer an extended returns policy whereby you can return the item within 28 days for a full refund – whatever the reason. You will however be responsible for the costs of returning the goods to us. We can arrange to collect the goods from you. This can only be Monday – Friday and between the hours of 0900 – 1700hrs. Details of any charges will be advised during the return procedure.
Once your order has been dispatched it cannot be cancelled. If you refuse an order, it will then be treated as a customer return and the return shipping costs will be deducted from your refund.
Under UK Law the distance selling regulations 2000 states that a customer can return the goods for any reason within 7 days of the date after the delivery date provided it is returned with the original packaging and all items returned in the condition they were received. Off The Wall extend this to 28 days to give you that extra peace of mind.
If you have opened the box to examine the goods you must have done so without damaging or marking the product or packaging. The goods must not have been used or assembled. You have a duty of care whilst the goods are in your possession and as such we advise you to return the goods with their original packaging to ensure they are not damaged during transit to us. Goods received back incomplete or in a damaged or used condition will either be returned to you and the cost of delivery charged to your account or we reserve the right to levy a surcharge on such returned goods at a minimum 15% of the invoice price.
How do I return my order?
Should you wish to return your goods then please contact us on: 01274 302830
Please note that returned goods must be as new in all the original packaging. We cannot accept products returned fully or partly assembled. Additional charges will apply if the product is returned in a non-saleable condition.
What happens if my order is damaged or parts are missing?
Our products are subject to strict industry drop tests to ensure they arrive with you in the best condition. In the unlikely event a product is damaged in transit, Off The Wall, at their discretion, will either replace the damaged components or replace the product completely. To aid our claim against the courier, we may ask you to provide us with photographic evidence of any damage. As you are buying directly from the manufacturer, you can rest assured that the product is despatched to you in A1 condition and that, other than the courier, has not passed through other third party warehouses and couriers.
In the first instance, you should contact Off The Wall to report any damaged or missing parts. Please quote your sales reference number. Call us on: 01274 302830 or email us at: firstname.lastname@example.org
Please note that if we are to claim against the courier for items damaged in transit, we need to be notified within 7 days of the item being delivered. We are unable accept claims for damaged items after 7 days.
If the item is delivered damaged, and you no longer want the product, then we will arrange to collect the product from you at our cost. Once we receive the damaged product we will refund you in full.
This returns policy does not affect your legal rights.