Please be aware that because all of the products we sell are manufactured to your own individual specification we do not offer refunds for items ordered in error, in accordance with the Consumer Rights Act 2015.
Under the Consumer Rights Act 2015 you are entitled to return goods if they are faulty, or not as described.
When buying goods online, you have an additional right under the Consumer Contracts Regulations to change your mind and obtain a full refund BUT that right does not apply to goods that are made to the consumer’s specifications (made to order). All of the goods we sell are custom made to your specifications and therefore legally, once you have submitted your order, you have no right to cancel.
Cancelling Your Order
If you change your mind about an order you have placed and wish to cancel, we allow you to do so free of charge within 24 hours. If you cancel within this period, we will grant a full refund. If you notify us after the 24-hour window a cancellation charge will apply (up to a maximum of 50% of your order value) depending on how much of your order has been manufactured.
If you cancel or refuse your order after it has been despatched or delivery has been made, and there are no defects with the product we will accept returns but can only issue a 10% refund as all goods are made to order. Whilst we are happy to help with arranging for a courier to return the order to us, we do not cover the cost of this. If you would like us to arrange for the collection and return of your items, the charge is based on weight and will be the same as the fee you paid for your original delivery. If you received a discounted or free delivery initially we will let you know the price for the return shipping before any charge is officially applied.
If you refuse a delivery and you still require your items, you will be charged a return fee and a re-delivery fee based on the courier charges.
Returning a Faulty or Damaged Item:
If an error is made on our part, we will do everything we can to rectify the problem as swiftly as possible. If the product you receive is damaged or of a substandard quality, we will manufacture and despatch the items again at no cost to you if redeemed necessary. If you do not wish to receive replacements, we will issue a full refund to your original payment method.
Any Damaged items refers to a product in a complete unusable condition. When fitting our products, they need to be cut and mitred to fit. Damage to the very ends of the products or where the product can be cut around will not warrant a replacement / refund or if the product is still usable. Light marks that will not be visible once fitted or finished and will not warrant a replacement or refund.
If you detect a fault or damages with your order, please inform us as soon as you can within 48 hours of receiving the goods by calling our customer service team on 0121 389 0232 or by sending an email to info@planetskirting.co.uk . If your order has been damaged in transit by our courier partner, please mark the delivery note as damaged and let us know straightaway. We do ask that you provide us with images of the items in question for verification purposes so that we can deal with the situation effectively. If your order does not arrive, please notify us within 48 hours so that they can do searches or so that we can put in a claim, if you notify us of any damages or lost items after 7 days, we cannot put in a claim, if we are not notified within this time, we will not be able to replace them or refund.
On delivery of your goods, please inspect the contents and only sign if you are 100% satisfied with their condition. If you are unable to do sign and you discover damage to your products (or are missing any items) please contact us within 48 hours so that we can act accordingly to resolve any issues. Beyond this timeframe, regrettably we are unable to remedy any problems.
Please note that any goods that have been installed will be deemed to have been accepted by you, and therefore if you decide to make a claim for faulty goods once you have used the products we will not be able to offer any kind of refund or replacement.
We cannot accept returns, replace or refund goods that are signed for and accepted by the customer on delivery, if the goods are damaged in any way, please refuse delivery.
Refunds:
If your delivery arrives late or failed, we are not liable for any loss of business or profits. We advise customers to not book in any fitters until they have received their full order.
We advise all customers to order a sample if you are matching existing skirting as most manufacturers patterns will vary in some way. We cannot be held responsible if your order is not the correct match.
