We’re sure you’ll love your purchase from SandEdge, but do understand that sometimes there’s a need to return items.
We have no hidden charges, no pre-ticked response boxes, and our returns policy exceeds the latest EU Directive (13 June 2014) minimum conditions. You can be confident when ordering with us.
What you’ll need to do:
Notify us within 14 days of receiving your goods that you would like to return an item/s. Then you’ll have a further 14 days to return the goods to us.
To arrange a return, please email enquiries@sandedge.com.
Please note, if you are purchasing an item that is personalised, or made to order, e.g. a chalkboard, or open-door mirror, we will only replace the item if it is faulty.
If the item is faulty or damaged, please provide a description of the fault and – very importantly – a photograph of any damage.
Your rights to return goods are protected under the EU Distance Selling Directive, a summary of which can be found at http://europa.eu/rapid/press-release_MEMO-11-450_en.htm?locale=en.
The customer is responsible for informing AMLS (East Anglia) Ltd within 14 days of their decision to return the goods. AMLS (East Anglia) Ltd will accept returned goods within 30 days of receipt by the customer if you are not satisfied. The customer is responsible for returning them in perfect condition.
Items covered by a manufacturer’s warranty
If the product is covered by a manufacturer's warranty, we will liaise with the manufacturer on your behalf to arrange a replacement or resolution to the issue.
Returns – detailed information
The sender is responsible for:
- the condition of all returned items until we receive them
- the cost of return shipping unless the goods are faulty or damaged. (In this instance please contact us for returns details before shipping to ensure we can arrange for payment, we may not be able to reimburse excessive shipping costs if we have not agreed terms prior to shipping.) Please note larger items may incur delivery surcharges over the carrier's normal charges. Sets of furniture, for example, may cost £50 to return.
In the unlikely event of receiving a faulty product, you can return it within 30 days and either get a replacement or a refund; we also reserve the right to remedy any defect and return the original refurbished product. Please report all damages with a clear photograph within 24 hours so we can claim against the carrier. Damaged goods reported after this period may be replaced at our discretion. Please contact us first to give us your order number and then return the item in its original packaging. Until we receive the goods you are returning in good order, they are your responsibility and you assume any risk associated with returning them. For your protection and peace of mind, we recommend you use a recorded delivery service. If the item has been used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
Return of damaged or faulty Items
We use our best endeavours to check everything carefully before it leaves us to make sure it's in good condition. We also do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, please contact us as soon as possible.
Telephone us 01473 836960. There is normally someone here to take your call, but if not please leave us a clear message and a contact number and we will get back to you as soon as we can.
Email us at customerservice@sandedge.com
Write to us at:- Customer Service Sandedge.com, AMLS (East Anglia) Limited, 6 Laurel Drive, Great Blakenham, Ipswich, Suffolk, IP6 0HR
