How to Return an Item Ordered Online

Loss or Damage in Transit

Staines And Brights LTD holds no responsibility for damage or loss of goods during transit unless the customer notifies both Staines And Brights LTD and the carrier in writing or via email within three (3) business days of delivery.

In the event of damage or discrepancies, customers must retain the goods for inspection or collection by Staines And Brights LTD or its representatives upon request.

If you discover a fault in the products you’ve received, please contact us promptly. Our friendly customer service team is ready to assist you and discuss your options. Reach us via telephone at 01621 815 314. Avoid attempting any self-repair, as we do not cover accidental damage caused by the customer.

For faults found within 30 days of purchase, you are entitled to a full refund or exchange (subject to stock availability). If a fault arises after 30 days but within the product’s guarantee period, please contact the product manufacturer for assistance.

While we strive to ensure all products reach customers undamaged and in brand new condition, we acknowledge that issues may arise. If any damage is noted upon delivery, customers have a 3-day window to report it in writing via email to our customer service team at Sales@stainesandbrights.co.uk

Delivery Errors

The customer must inform Staines And Brights LTD immediately (the same day or, at the latest, the first business day following delivery) concerning any claim of delivery error or non-conformity of goods, in kind or in quality, compared with the information on the purchase order. 

Any claim made after this time period will be rejected.
All claims must be made in writing and sent to Staines And Brights LTD

Any claim that does not respect the rules defined above cannot be taken into account and releases Staines And Brights LTD of any responsibility to the customer.

In the case of delivery error or exchange, all goods to be exchanged or refunded must be returned to Staines And Brights LTD in whole, in its original packaging and in perfect condition to Staines And Brights LTD 

For claims to be accepted, the customer must first make a declaration to THE MERCHANT concerning any returns and receive and Staines And Brights LTD’s consent. If accepted, the customer will ship the package to Staines And Brights LTD.

Shipping fees shall be at Staines And Brights LTD’s expense, except in the case where the goods do not correspond to the original declaration made by the customer concerning the return.

Warranty

The provisions hereof cannot deprive the customer of their right to legal warranty requiring Staines And Brights LTD to protect the customer against latent defects of goods sold. 

The customer is expressly informed that Staines And Brights LTD is not the manufacturer of the goods presented in Staines And Brights LTD SITE and that Staines And Brights LTD shall not be held liable for defective goods.

In the case of damage to a person or property resulting from a product defect, only the product manufacturer shall be held liable and sought after by the customer, by means of the information provided on the packaging of said product. 

All products that have been modified or repaired by the customer or any other party not chosen by Staines And Brights LTD are not covered.

For claims to be accepted, the customer must first make a declaration to Staines And Brights LTD concerning any returns and receive and Staines And Brights LTD’s consent. If accepted, the customer will ship the package to Staines And Brights LTD.

The warranty can be extended according to the terms provided in store and on the website.

Right to Withdraw

In accordance with the Distance Selling Regulations 2000, customers have the right to cancel within 14 days of receiving the goods. The right to cancel does not apply to custom-made, downloaded, or unsealed goods. 

If you choose to return an unwanted order for a refund, please be aware that the refunded amount will exclude shipping charges.

Return Address:
Staines and Brights Ltd
77 Church Road
Tiptree
Essex
CO5 0HB

In-Store Returns of Faulty Items

Faulty items without a receipt can be repaired, refunded, or replaced under the Consumer Rights Act with proof of payment, such as a bank statement.

Unwanted Orders or Cancelling of Undelivered Orders

Unwanted Order

If you wish to return an unused item in its original packaging, you have a 14-day window to do so. In case you’ve unwrapped the product yourself and no longer have the original packaging, you qualify for a partial refund. However, if the product has been used, a refund is only applicable if the item is faulty.

If you choose to return an unwanted order for a refund, please be aware that the refunded amount will exclude shipping charges.

Before returning any products, please discuss your return with a customer service representative and await confirmation, please email Sales@stainesandbrghts.co.uk

During the time products are in your possession, you have a duty of care. Any damage occurring during this period may result in charges.

Cancelling of Undelivered Order

To cancel an undelivered order, contact our customer service team at 01621 815 314 As soon as possible. Failure to do so may incur failed delivery charges.