Returns Policy

This document sets out how to return items to us whether you wish to cancel an order or return part of an order as an exchange.

All goods returned must be in a undamaged and unused condition. We recommend that you package all returned items securely (using the original packaging where possible), and send them using a signed for or trackable postal method as you will be liable for them until we are back in receipt of the goods.

Cancellations

Orders delivered to addresses in the EU are protected under the Consumer Contracts Regulations. As part of these regulations you are entitled to a full refund of the goods and original delivery charge as long as you write to cancel your order, in its entirety, within 14 working days of receipt. Orders can of course be cancelled prior to them being dispatched.

To cancel an order please write to us by email at orders@andrewcollinge.com or in writing to the Returns Postal Address stated below.

If you wish, you can use the Model Cancellation Form below.

Once we have confirmed the cancellation of your order, please send your order back to the Returns Postal Address listed below. The cost of returning the cancelled order is your responsibility.

Only once we receive the cancelled order, and check that that all the items are unused, do we make the refund. Refunds will be made within a maximum of 14 days from receipt of the goods back to us. A notification will be made by email.

Returns and Exchanges

We accept returns for refund or exchange for up to 30 days from your receipt of your order. Please contact us by email orders@andrewcollinge.com with details of what you would like to return and whether you would prefer a refund or exchange for alternative products.

Items must be sent back to us at the Returns Postal Address below. You must bear the cost of the return postage and no refund will be made on the original delivery price. Once we have received them we will check to see if they are in a resellable condition and unused. If they are damaged or used we will give you the option to have them sent back to you at a cost to cover postage.

Returns Postal Address

Andrew Collinge Holdings Ltd
Web-order Returns
Castle Chambers
43 Castle Street
Liverpool
L2 9SH

Faulty and Damaged Goods

In the event that you receive an item that is faulty or damaged, please contact us immediately so that we can help you in the best possible way.

Goods are considered faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Items that are damaged through wear and tear are not considered to be faulty.

We may require photos of visible faults or damage, and where damage has likely been caused during delivery it is helpful to see photos of the packaging. In some cases, we will ask for the items to be returned so that we can investigate more thoroughly and prevent future occurrences. We will pay the costs of returns for any goods which are faulty or damaged.

We give you the choice whether you would like a replacement or refund. In cases where the same product is no longer available, we can exchange for a similar alternative.

Model Cancellation Form

I hereby give notice that I cancel my contract of sale of the following order.

Ordered on:

Order number:

Name of customer:

Address of customer:

Signature (only if sent by post):

Date: