Returns and Delivery Information
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 firstname.lastname@example.org.
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:
1. the condition of all returned items until we receive them
2. 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. So 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 email@example.com.
· Write to us at:- Customer Service Sandedge.com, AMLS (East Anglia) Limited, 5 Queen Street, Norwich, Norfolk, NR2 4SG
Delivery Information & Policy
If we hold the stock in our warehouse we aim to dispatch your order within 24 hours. Delivery is usually next day but can take up to two days. If the stock is held by our suppliers, delivery can take up to 14 days but this will be stated within each product detail.
We use a range of couriers to deliver our products, in order to ensure they reach you as quickly and safely as possible. Our couriers include UK Mail, Royal Mail, Parcelforce, Hermes, Yodel and Fragalistics.
We are currently only able to deliver to mainland U.K. addresses, excluding the Scottish Highlands.
Please do not sign for a product as 'received in good condition' if the packaging is visibly damaged. We advise you to sign that is has been received either un-inspected, or damaged.
A purchaser is deemed to have agreed to these terms and conditions at the point of purchase.
If you’ve ordered an item that is currently out of stock, we’ll get in touch to let you know the estimated dispatch date to check that you’re happy with this and want us to continue with your order.
For larger items, please note it’s your responsibility to inform us of any restrictions that could affect our ability or our courier's ability to deliver. For example, times when no one will be at the delivery address, closure for lunch etc. If AMLS (East Anglia) Limited incurs excessive redelivery charges as a result of problems foreseeable by the customer, we reserve the right to pass these on to the customer.
Please ensure that if the item ordered is a gift that the recipient is expecting it and will be home to take delivery. Refused consignments may incur an additional charge of £20.00 to cover carrier return costs. Please also make sure to include your own details so we know who to refund.