How do I return an item ordered online?
Loss or Damage in Transit
Staines And Brights LTD will not be responsible for damage or loss of goods or part thereof in transit or for any discrepancy between the goods delivered and the goods ordered unless the customer gives written or email notice of a claim to Staines And Brights LTD and the carrier within three (3) business days of delivery.
In the event of damage of goods or part thereof in transit or for any discrepancy between the goods delivered and the goods ordered, the customer must hold the goods and make them available for inspection or collection by Staines And Brights LTD or its representatives on request.
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.
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 Withdrawal
In accordance with the Distance Selling Regulations 2000, the customer has the right to cancel after 14 days, starting at the time goods are received, to cancel the contract and return said goods at their own expense, without having to give a reason, within 28 days. All returns can be indicated beforehand with Staines And Brights LTD customer service department. All goods must be returned to Staines And Brights LTD.
The cooling off period and right to cancel do not apply to contracts, orders for any goods made to your specification, any downloaded goods or unsealed goods including but not limited to paint, DVD, CD, Video and audio.
Only complete and unused goods in perfect condition for resale will be accepted. No refunds or exchanges will be made for incomplete, damaged or unsealed goods, including damage to original packaging. The customer can exercise this right to withdrawal without penalty, excepting the return fee for the goods. If the customer exercises the right to withdrawal, they have the option of requesting a full refund of the item or exchange of goods. If an exchange is requested, all shipping expenses shall be the responsibility of the customer.
Partial retruns will be refunded as above less any shipping charge that the remainder of the order would have incured had it been purchased normally where the charge would have been applied.
Orders automatically returned after failed delivery attempts will be refunded less the couriers return delivery charge.
If the right to withdrawal is exercised, Staines And Brights LTD will make every effort to refund the customer within 30 days.
Staines and Brights ltd
77 Church Road
Instore Returns of non Faulty Items
You must return your item within 28 days of purchase in its original packaging with all documents.
Proof of purchase is required.
Off the shelf items a credit note will be given to the value of the item returned, this is redeemable in part or full in both of our shops in TIptree, the credit note can not be re-issued if lost.
For ordered items a 50% re-stocking fee will apply and a credit note for the remainder will be given.
It is at Staines and Brights ltd discretion to apply the above and may choose not to accept the return.
Instore Returns of Faulty Items
If your goods are faulty and you don’t have the receipt, you still have the right to a repair, refund or replacement as under the Consumer Rights Act. You just need to show proof of payment, such as a bank statement with the transaction on it.