Returns, cancellations, faults and defects
In the event the Client cancels an order which has been subject to a stock reservation and logistics guarantee deposit, the Wholesaler reserves the right to levy a stock reservation and logistics set up fee, up to 20% of the overall order value, based on the expenses incurred by the Wholesaler in confirming logistics arrangements and reserving stock for the Client. In the event that the Wholesaler incurs no costs as a result of any cancellation (so whereby logistics arrangements fall within standard delivery routes and no stock has been allocated to the Client that has resulted in loss of revenue or expenses for the Wholesaler) the stock reservation and logistics guarantee deposit will be refunded to the Client in full.
Please have your Customers check the goods boxes carefully before signing for delivery. Due to the high quality of our furniture we are unable to accept returns as damaged if the customer signs the delivery slip as "sign unseen" or "no damage to packaging".
If the goods have been delivered through the Wholesaler or our third party carrier then all damages will be replaced free of charge, providing that you email your account handler within 7 working days of the goods being delivered.
All damaged goods must be reported within 7 working days and be supported with:
- clear photographs that show the damage;
- clear photographs of the packaging (to demonstrate condition of packaging);
- details of product batch number;
- customer name; and
- our order reference and details of carriage method used for delivery.
These details should be emailed to us at firstname.lastname@example.org within the 7 working days. Failure to do this will result in any damage claim being rejected.
If the goods were not delivered through the Wholesaler or our third party carrier then we will not be liable for any items damaged in transit and we will not accept the goods back for replacement. This applies to both Dropship Orders and bulk stock deliveries.
Faults & defects
Any product defects must be reported within 30 days of delivery to the Wholesaler by email to email@example.com and be supported with; clear photographs that show the damage, clear photographs of the packaging (to demonstrate condition of packaging), details of product batch number(s), customer name, MODE Designs order reference and details of carriage method used for delivery. These details should be emailed to us at firstname.lastname@example.org within 30 days of delivery. Any claim of defect after 30 days of delivery will not be accepted. Any incomplete claims (whereby all of the above details are not sent in writing, by email, to email@example.com) will be rejected.
Defective products will be replaced by us, free of charge. If the goods have been delivered through the Wholesaler or our third party carrier then all replacement carriage costs will be covered by the Wholesaler. If the goods were not delivered through the Wholesaler or our third party carrier, the Client will be responsible for all replacement carriage costs and for the return of the defective product(s).
The Wholesaler will only raise a credit note or refund for defective goods once the defective goods have been returned to the Wholesaler within their original packaging. The Wholesaler will not accept the return of unpackaged items. If the goods are to be collected from the Customer through the Wholesaler or our third party carrier, the goods will not be collected unless they are packed within their original packaging. In the event that a collection is refused by the Wholesaler or our third party carrier on grounds that goods are not suitably packaged for collection, a re-collection fee will be charged to the Client.
Due to our confidence in the excellent quality of our furniture and its construction and also the various conditions and treatment that the furniture can be subjected to after delivery, we will under no circumstances replace or refund any products after 30 days from the delivery date.
If the Customer wishes to return their furniture for any reason the Wholesaler must be notifiied via email within 7 working days of the date the furniture was delivered to the customer.
All returned goods must be returned to us in a saleable condition and within the original packaging, in the condition they were provided. In order to facilitate this we ask that the goods are un-wrapped carefully to protect the packaging. It is the Client's responsibility to relay this information to the Customer.
When goods are returned as new, the Client will be responsible for any resulting return and replacement carriage cost. If an item is being returned for a refund, only the product cost will be refunded back to the Client. The Client is welcome to return the goods themselves or by using a third party carrier.
Any damage that occurs during return carriage due to poor re-packaging will be the responsibility of the Client. We reserve the right to charge the Client for any such damage to goods.
If the goods have already been loaded with our delivery partners onto the delivery vans then the delivery charge will not be refunded as a delivery charge will be levied to us.
Once an item has been approved for return and has been received back with us we will refund the Client's account with a credit note within 30 working days. All refunds will be issued in the form of credit notes unless an alternative method of refund has been agreed in advance between the Wholesaler and the Client.
Any refunds will be processed within 30 days of the goods being returned to us in satisfactory condition. Under no circumstances will any refunds be issued prior to the goods being returned to or collected by the Wholesaler.
We reserve the right to decide whether we offer a replacement, repair, credit note or refund to the Client.
Refunds and returns will be not be offered for any item that has been unpackaged and assembled or for any made-to-order item or non-standard item that was ordered especially for the Client. This restriction does not apply where the item is found to be faulty within the agreed damage and defect notification period.