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Highclere Interiors strives to supply only the finest products, however we appreciate that occasionally you may need to return something you have purchased.
Distance Selling Regulations
Under distance selling regulations, consumers (non-business customers) are entitled to request a full refund, including any delivery charges, within 7 days of receipt of goods. Some items are excluded from this legislation, these are detailed below (under Excluded Products). Please send DSR requests by recorded post.
Changing Your Mind
It's OK to change your mind. If you wish to return any order within 7 days of receipt of goods, please contact us to request an RMA code and return instructions. We are only able to refund the entire order which was shipped, including the initial delivery charge; we are not able to refund returns of part orders. Should you wish to return goods to us, you are liable for the costs incurred of returning the goods. We regret that some items are excluded from this offer, these are listed below (under Excluded Products).
Condition of Returned Goods
It is important that any goods returned are in their original packaging and in a resaleable condition. This does not apply to the first roll of any faulty products.
How to Return Goods
We require that all returned items have an RMA (Returned Merchandise Authorisation) code written on the outside of the outer packaging. You should contact us for an RMA code and details of where to send your package. The RMA code enables us to track your package on receipt, check the contents are as expected and expedite any refund or replacement products. Without an RMA code we may be unable to process your return. You are liable for all costs incurred when returning goods. The goods remain your responsibility and property until they are received by our Returns Department; we cannot be held responsible should you choose to return goods using a non-secure method. We recommend that goods are sent using a recorded delivery method (with insurance to cover the full value of the goods) as we cannot be held liable for loss or damage of goods whilst in transit.
Faulty Goods
Products should be checked for any faults before use. In any case, we are only able to refund/replace the first open roll. We may require you to send photographs or samples of the faulty product instead of or as well as the full roll. You should contact us to discuss the best way to rectify the situation.
Batch Numbers
Prior to despatch, we check and record all batch numbers of goods shipped to you to ensure that all items of an individual design belong to the same batch. However, it is also your responsibility to check the batch numbers on receipt of order and prior to opening rolls. We cannot be held liable for return of an order should any rolls have been opened and the batch numbers do not match.
Excluded Products
Where a product has been cut, modified or produced to your requirements, it is excluded from distance selling regulations and our 'changing your mind' policy.
Refunds
Once you have notified us of your intention to return product and requested an RMA, we will process a refund as soon as possible, and in any case no later than 30 days after the initial date of RMA request.