Concrete Base Returns
Before you request or arrange return of a product, please read the below information carefully.
You may return any delivered products you have purchased within 14 working days of delivery, excluding any products which are made to order or bespoke for any reason (including if you simply change your mind). To do so you must notify us in writing via email or post within 7 working days of delivery. If you are returning a product for any reason, except damage or manufacturer defect, you must pay the costs of returning the products to us.
On request, we will collect the products from you, but the cost of this will be charged to you and we may deduct this from the refund.
If:
- the product delivered is not what you Ordered (including an unapproved Substitute Product), or does not correspond with its description
- the product delivered is not of a satisfactory quality
- the Product arrives damaged or faulty and you have notified us after 14 working days
We may replace the item or affected parts or you may cancel the order and receive a full refund. You will not be charged for the costs of returning an unapproved substitute or defective product. If products arrive in a damaged condition you must make a note on the carrier's delivery consignment note where possible and inform us within 7 working days of the delivery. If the product becomes defective soon after 7 working days have passed, Fermob will, at its option, repair the product, replace the product or refund you.
We will not accept Returns or Cancellations if the products have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own. While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered. If products were delivered flat packed they must be returned in the same way. Care must be taken to ensure the return products are packed well to avoid damage or loss of parts in transit. Products Returned which cannot be re-sold as new due to damage or wear and tear may be subject to a reduction in the refund given.
Stock Definitions and "Made To Order" or "Bespoke" Items
Items "in stock" are deemed to be available and will be packaged and shipped within 3 working days.
Products Made To Order or Bespoke cannot be cancelled or returned. Made To Order or Bespoke Products will usually be described as such on the website, however, any product where you are specifying, for example, a colour or size which is not described as in stock on the website is Made To Order.
Fermob London will try to ensure that Made To Order products are completed and delivered within the estimated lead time advised at time of purchase. However, delays do occasionally arise due to production or shipping issues, out of our control. If a delay occurs, Fermob London will communicate to you, the customer as soon as the new estimated delivery date is confirmed or notifies Fermob London of any production delays, however, this does not mean you have the right to cancel such an order if it is beyond the estimated timeframe.
Refunds
Refunds will be processed within 14 days. Where exchange rates of currency are involved, the refund will be made in £GBP at the current exchange rate. Fermob do not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of ordering and the time of issuing the refund.
