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Refund and Returns Policy

Returns Policy for Bespoke Products

Introduction

At Moorlands Garden Furniture, we are committed to providing high-quality bespoke products tailored to your specific needs. Due to the custom nature of these products, we have a specific returns policy to ensure clarity and fairness for all our customers.

Bespoke Products Definition

Bespoke products are items that have been customised or made to order according to the customer’s specifications. This includes, but is not limited to, custom sizes, colours, materials, accessories and designs.

Returns Policy

Non-Returnable Items

  1. Customised Goods: As all bespoke products are made specifically for the individual customer, they are non-returnable unless they are found to be faulty or not as described.
  2. Product Suitability: We advise customers to carefully review their specifications and requirements before placing an order to ensure the product meets their needs, as these items cannot be returned for reasons such as change of mind.

Faulty or Misdescribed Products

  1. Faults: If a bespoke product is found to be faulty, customers have the right to request a repair, replacement, or refund. Faults must be reported within 24 hours of receipt of the product.
  2. Misdescription: If the product received does not match the agreed specifications, customers are entitled to a replacement or a full refund.

Process for Reporting Faults or Misdescriptions

  1. Notification: Customers must notify us of any faults or misdescriptions within 24 hours of receiving the product.
  2. Evidence: Please provide photographic evidence and a detailed description of the issue.
  3. Resolution: Upon verification of the fault or misdescription, we will work with you to resolve the issue promptly.

Exemptions

  1. Wear and Tear: Natural wear and tear or damage caused by misuse is not covered under this returns policy.
  2. Customer Specifications: Incorrect specifications provided by the customer do not qualify for returns unless the error was made by Moorlands Garden Furniture Ltd.

Contact Information

For any queries or to report a fault, please contact our customer service team at:

  • Email: info@moorlandsgardenfurniture.co.uk
  • Phone: 01538 711 880
  • Address: Unit 3 Pine View, Hillside Industrial Estate, Draycott Cross Road, Cheadle, Staffordshire. ST10 1AB

We are here to assist you and ensure you are satisfied with your bespoke purchase. Thank you for choosing Moorlands Garden Furniture for your custom product needs.