Faulty Goods

Every single item sold by Spellow House is checked before it is shipped. In this way we try to assure you that we will not waste your time by delivering broken or damaged goods. From time to time, however, we do miss a fault, so if your goods are faulty on arrival, please  inform us within within five working days of delivery, with the exception of furniture, which must be reported within three working days of delivery. Once you have reported the fault, the goods must be returned to us within 21 days, then, when the fault has been verified, we’ll issue a full refund or replacement goods at our discretion. Please note that you must retain and use all packaging that the products arrived in. Returning goods not in their original packaging ( improperly packaged ) may result in Spellow House declining a refund. Please see below for return shipping.

Warranty Goods

All goods sold by Spellow House have a one year warranty. This covers items from failure as a result of manufacturing errors and does not cover against normal wear and tear. To return an item under warranty, simply contact customer services through the contact page to report the problem. Once you have reported the fault, the goods must be returned to us within 21 days, then, when the fault has been verified, we will repair or replace the item at our discretion.

Damaged in Transit

We wrap our products extremely well, and get very, very few damaged shipments. However, if goods are visibly damaged on receipt, its best to refuse delivery. If you have signed for them, you must report the damage within five working days, with the exception of furniture, which must be reported within three working days. Spellow House Customer Services will report the problem to the delivery company. Please do not return the goods without contacting us first. We may need the damaged goods to remain there for inspection. Please retain the original packaging, should the delivery company need to examine it. As soon as the delivery company have concluded their investigation, Spellow House will replace the goods or issue a refund. Please note that all furniture collections are from the roadside only. We can not assist in moving the furniture from your house.

Changing Your Mind

If you have changed your mind, in line with the Distance Selling Directive (DSD) you can return goods provided that you inform us of this decision within 10 days of placing your order stating that you would like to return and cancel your order according to the DSD.

Please note that the DSD does not apply to goods that have been specially ordered or manufactured for you. In particular, all items in the Furniture Section. In these cases we allow ten days before we order or manufacture the goods, which gives you time to change your mind and cancel the order. After the ten days has elapsed and have been ordered or manufactured they can not be returned.

The DSD is intended to protect the consumer from impulse purchases. It is not intended as a means of allowing the consumer to try products and return them if they do not like them. The goods and packaging must "as new" when returned.

Once you’ve informed us of your decision to return goods under DSD, you have 28 days to return them at your own expense. Most goods will be returned to Spellow House, but some may need to be returned directly to suppliers or manufacturers. It is important that you contact customer services who will tell you were to send the goods. Once goods are received at Spellow House or the supplier or manufacture, whichever is appropriate, we will issue a full refund for the cost of the goods.

Return Shipping

Please contact Spellow House before you return any items. You will be provided with specific shipping details.

Items are normally returned by the same service they are delivered. In the case of smaller items and economy services, they will require posting from a local Post Office, initially at the customers expense. In the case of refunded orders, an amount will be added to the refund to cover postage. In the case of replacement orders, Spellow House will issue a partial refund of the original payment to cover the postage. In all cases the amount will have been specified in the return shipping details. No more than this amount will be refunded.

Shipping will not be refunded for items returned through the DSD.

Please note that you are responsible for ensuring that the order is correctly insured.

We can arrange collection of Standard Shipping orders that are above 2kg. Please contact us for details. We can also offer this service to DSD returns at the low rate of £7.95 per box returned.

Please note that when you send an item through the Post Office you should retain any documentation that will assist in a claim should the parcel be lost of damaged. If the parcel is lost or damaged it then becomes the responsibility of the customer to process a claim. The exception to this is when Spellow House arranged collection and return through it's own delivery company contract, in which case, Spellow House will pursue a claim for the customer, should the order be lost or damaged. Spellow House will not refund an order that has been lost or damaged on return. Any payment will be as a result of the insurance claim, if successful.
 

Refunds

In most cases, refunds are issued to your original payment method.